Service Center Manager

Job Description

Under the general guidance of the District Service Manager, the Service Center Manager will lead a team of people
operating in a Service Center III (small centers with 10 or fewer employees) to drive operational strategies that align with
the company’s culture and long-term goals to exceed our customers’ expectations. The Service Center Manager will
provide direct oversight to a service center with minimal warehouse and waste transfer capabilities. They will also be
responsible for driving superior customer satisfaction with adherence to customer SLAs and KPIs, as well as account
retention, at their service center. They will ensure the location meets or exceeds environmental health, safety, and
regulatory compliance, DOT regulations, production, and waste management goals. The Service Center Manager should
have working knowledge of equipment types including box trucks and vans. The Service Center Manager should have an
understanding of logistics, planning, and exceeding customers' expectations.
Primary Responsibilities (Essential Functions):
The main duties and responsibilities.
Leadership & Strategy
Provide support to the service center by coaching and developing supervisors and employees within their service
center through continuous coaching and feedback on performance, and conduct performance appraisals for their
direct reports, ensuring alignment with company goals and regulatory requirements.
Makes recommendations on salary adjustments, promotions, transfers, and dismissals within their service center
in partnership with their District Service Manager and HR Business Partner.
Participate in the recruitment and hiring of service center employees and drivers.
Conducts regular meetings to keep their teams informed of current issues and events, procedural/operational
changes, and new developments in the department and Company.
Accountable to provide on-the-job training and instruction to ensure training compliance.
Provide technical support to field staff and managers, assist in the content development and deployment of
technical training.
As a continual learner, stay updated on regulations and industry developments.
Safety, Security, and Compliance
Promotes Safety and Security initiatives across the entire team at their service center.
Enforces and monitors safety rules and practices to ensure a safe and healthy work environmental for all
employees.
Reports and responds to service center incidents; identifies the cause when accidents or incidents occur, reviews
and amends procedures as necessary and communicates finding to employees and management as needed.
Ensures all employees are knowledgeable about any potential or known hazards and takes all necessary
precautions. Conducts crew Safety Meetings.
Provides and maintains compliance with personal protective equipment for their employees.
Communicates and Trains safety protocols and compliance measures to ensure operational efficiency and
regulatory adherence at their service center.
Customer Experience Management
Supports sales department at their service center in the onboarding of new accounts with responses to inquiries.
Collaborates with commercial to maintain and monitor existing customer relationships within their service center.
Drives superior customer satisfaction through team performance with adherence to customer SLAs and KPIs at
their service center.
Will act with urgency to resolve customer issues to maintain high service level and grow the business at their
service center.
Operational Excellence
Communicates continual improvement of productivity standards and team member safety in all phases of the
operation in accordance with financial goals at their service center.
Route Management
Responsible for route management processes within their…