Service Manager

Position Summary

Reporting directly to the President, the Service Manager is responsible for leading and growing Corrigan's service organization. This role oversees the company's Service Coordinator and Service Technicians while ensuring exceptional customer support, efficient service operations, and profitable business growth.

The Service Manager serves as a technical resource for customers and internal departments while contributing to product development, service strategy, and continuous improvement initiatives. As a key member of the leadership team, this position offers the opportunity to directly influence service strategy, customer satisfaction, operational efficiency, and long-term business growth. As a growing company, Corrigan team members handle multiple and varied responsibilities.

Main Responsibilities

Service Business Leadership

• Manage the profitable growth of the service department.
• Develop and implement programs to increase service revenue and customer retention.
• Monitor service department performance, profitability, and key performance indicators.
• Identify opportunities for new service offerings, maintenance programs, and recurring revenue streams.
• Ensure service operations are conducted in a customer-focused, ethical, and financially responsible manner.

Team Leadership

• Supervise and develop the Service Coordinator and Service Technicians.
• Establish performance expectations and accountability measures.
• Research, interview, hire, and onboard service team members as needed.
• Support ongoing technical development, including WQA education and certification programs.
• Foster a positive, team-oriented culture focused on continuous improvement.

Customer Support & Technical Expertise

• Serve as the primary escalation point for customer technical questions and service-related concerns.
• Maintain strong customer relationships and ensure high levels of customer satisfaction.
• Coordinate service activities with customers, subcontractors, and internal departments.
• Process parts orders and assist customers with replacement parts inquiries.
• Support the development of service plans and maintenance programs for existing and new customers.

Technical & Operational Support

• Assist the manufacturing team with technical production questions and troubleshooting.
• Support troubleshooting of mechanical, electrical, and water treatment system issues.
• Coordinate subcontractors and external service resources when required.
• Participate in product development and continuous improvement initiatives.
• Assist in the creation and maintenance of technical documentation, service procedures, and training materials.

Qualifications

Required

• Associate degree in Engineering, Industrial Technology, or a related technical field, or an equivalent combination of education and experience.
• 5–10 years of experience managing a field service organization.
• Strong mechanical, electrical, and troubleshooting skills.
• Demonstrated experience leading service technicians and service operations.
• Excellent communication and customer relationship skills.
• Strong organizational, analytical, and problem-solving abilities.
• Ability to pass a background check, drug screen, and credit check.
• Must be able to commute to Gurnee, IL 60031 office.

Preferred

• Experience in water treatment, industrial equipment, HVAC, refrigeration, controls, or related technical industries.
• Experience managing service profitability, budgeting, and key performance indicators.
• Experience developing service programs and recurring revenue offerings.
• WQA certification or willingness to obtain certification.

Important Personal Characteristics

• Positive attitude
• Customer-centric mindset
• Team player
• Detail-oriented
• Analytical thinker
• Strong leadership and coaching skills
• High level of accountability and professionalism

Position Metrics

The Service Manager will be evaluated on:

• Maintaining and growing service department profitability.
• Maximizing service revenue through ethical, customer-oriented, and logical work assignments.
• Minimizing service expenses through efficient scheduling, travel planning, vehicle maintenance, and purchasing practices.
• Developing and proposing new service plans to existing and prospective customers.
• Maintain in…