Service Manager

Job Type
Full-time

Description

Location:

San Leandro, CA
Job Type: Full-Time
Position Type:
Service Operations
Salary: $130,000–$150,000 per year, based on experience
Bonus:
Eligible for an annual performance bonus
Travel:
Up to 25%

Reports To:

Branch Manager
Direct Reports: up to 10 employees

MSHS Pacific Power Group is seeking an experienced Service Manager to lead and strengthen our service operations, customer support programs, and field service activities. This role is responsible for ensuring service operations are organized, responsive, efficient, and aligned with customer expectations and long‑term business objectives.

The Service Manager will oversee the full service lifecycle—from service request intake and scheduling through field execution, issue resolution, customer communication, and continuous improvement. This position serves as a key link between customers, service technicians, sales, operations, engineering, finance, and executive leadership.

The ideal candidate is a strategic and highly organized service leader with hands‑on experience leading service operations and field service teams in a technical or industrial environment. This individual will bring strong customer service skills, sound operational judgment, attention to detail, and the ability to coordinate multiple priorities across a complex service organization.

• - Lead and coordinate service activities to ensure work is scheduled, executed, documented, and completed efficiently and accurately.
• - Maintain and oversee service documentation, including work orders, service reports, maintenance records, compliance files, and customer documentation.
• - Ensure service information and records are accurately maintained within service management systems, CRM platforms, and internal databases.
• - Track service schedules, contract obligations, reporting deadlines, and cross‑functional commitments.
• - Prepare and distribute service updates, performance summaries, meeting notes, and customer communications.
• - Maintain accurate calendars, workflows, schedules, and documentation across multiple concurrent service activities.

• - Lead, develop, and support a service organization of up to 10 direct reports, fostering accountability, collaboration, and a customer‑focused culture.
• - Provide leadership, coaching, and direction to service personnel and field technicians.
• - Directly manage technicians and field service operations, including scheduling, resource allocation, work execution, productivity, and service performance.
• - Ensure field service activities are properly planned, communicated, documented, and executed.
• - Coordinate technician resources and priorities to support customer commitments and business objectives.
• - Support service teams by removing operational obstacles and improving communication between field personnel and internal departments.
• - Promote consistent service standards, accountability, safety, and customer‑focused execution.
• - Identify opportunities to strengthen team performance, employee development, operational efficiency, and service delivery.

• - Serve as a primary point of contact for service‑related inquiries, providing leadership, coordination, and timely issue resolution.
• - Own customer escalations and operational issues through resolution, ensuring timely communication, accountability, and follow‑through.
• - Build strong relationships with customers by understanding their needs and ensuring service commitments are met.
• - Partner closely with Sales, Operations, Engineering, Logistics, Finance, and other cross‑functional departments to resolve customer and operational issues.
• -…