Service Manager

Full-time

Lead Service Excellence. Drive Operational Success.

Kapolei, HI

$115,000 - $120,000 per year (based on experience) + eligible for an annual performance bonus

Up to 25% travel required

5–7 direct reports

Are you a strategic service leader who thrives on building high-performing teams, improving operational workflows, and delivering exceptional customer experiences? We are seeking an experienced Service Manager to lead and strengthen our service operations, customer support programs, and field service execution while supporting long-term organizational growth and operational excellence.

In this leadership role, you will oversee the full service lifecycle—from intake and scheduling to field execution, issue resolution, reporting, and continuous improvement. You’ll collaborate closely with executive leadership, operations, engineering, finance, sales, and cross-functional teams to ensure service activities are delivered efficiently, accurately, and in alignment with organizational priorities and customer expectations.

• Lead day-to-day service operations, customer support initiatives, and field service coordination
• Manage and develop a team of 5–7 direct reports, including service personnel and support staff
• Serve as the primary point of contact for service-related inquiries, escalations, and issue resolution
• Oversee service scheduling, resource allocation, workflow coordination, and operational execution
• Support service teams by communicating customer expectations, technical requirements, and performance standards
• Ensure service activities align with organizational objectives, customer commitments, and operational goals

• Maintain and manage service documentation including work orders, quote/estimates, maintenance records, service reports, compliance files, and operational logs
• Prepare and distribute service updates, customer communications, meeting summaries, and operational reports
• Ensure accurate recordkeeping within service management systems, CRM platforms, and internal databases
• Track service schedules, reporting deadlines, contract obligations, and departmental commitments

• Partner with sales, operations, engineering, logistics, finance, and executive teams to support organizational initiatives
• Coordinate communication between departments to ensure efficient service execution and customer satisfaction
  
  Address service delays, workflow inefficiencies, customer concerns, and technical challenges while escalating complex issues as needed

• Prepare service documentation and reports for internal and external audits
• Support compliance with organizational policies, safety standards, regulatory requirements, and internal controls
• Develop service dashboards, operational summaries, performance metrics, and risk assessments
• Participate in strategic planning sessions, customer reviews, and service improvement initiatives

• Recommend and implement improvements to service workflows, customer communication processes, and operational strategies
• Utilize service management systems, analytics dashboards, and scheduling tools to improve visibility and efficiency
• Support system enhancements, integrations, and workflow optimization initiatives
• Contribute to standardized service practices, templates, and documentation improvements

• Bachelor’s degree in Business Administration, Operations Management, Engineering, Customer Experience, or a related field required (equivalent experience considered)
• 7–12 years of experience…