Service Manager

About the Role

The Service Manager will be responsible for managing Technicians and possibly other positions critical to the operations and delivery of service. They oversee the financial performance and customer service of the service regions, reporting to an Operations Manager or the Director of Operations for a geographical region, with 2 or more direct reports.

Responsibilities

• Ensure reliable attendance and punctuality.
• Communicate job expectations with Technicians and other personnel.
• Assign, schedule, prioritize repairs, monitor, appraise job results, and foster teamwork.
• Hire, train, supervise, and provide corrective performance coaching to staff.
• Initiate, coordinate, monitor, and enforce systems, policies, and procedures.
• Maintain a safe, clean, and organized work environment.
• Develop a culture of safety meeting or exceeding company standards.
• Maintain high-quality customer repairs and service.
• Resolve personnel and service issues by analyzing data and identifying solutions.
• Respond timely to internal and external customer requests.
• Maintain professional and technical knowledge through education and networking.
• Assist with monitoring technician WIP reports and ensure limited hours remain for EOM.
• Collaborate with regional sales leadership to coordinate activities between Sales and Operations teams.
• Work with regional leadership to manage financial forecasting and results.
• Perform other duties as assigned by the supervisor.

Key Performance Measurements

• Scorecard reflecting performance in safety, project completion time, customer satisfaction, and issue resolution.
• Management observation of attitude, diligence, team contributions, and willingness to learn.
• Growth of existing customer services utilized.
• Driving key business initiatives as customer needs change.
• Other metrics prescribed by Concentric leadership for positive customer and company impact.

Requirements

• High School Diploma or GED required.
• Certification from a technical school in electrical, mechanical repair, or battery maintenance preferred.
• Minimum 3 years of experience as a Service Manager or equivalent, preferably in heavy equipment repair.
• Strong mechanical aptitude; hands-on repair/troubleshooting experience preferred.
• Must pass a background check and drug screen.
• Experience managing service personnel.
• Strong management and leadership skills.
• Excellent interpersonal and collaborative skills.
• Proficiency in Microsoft Office Products.
• Excellent verbal, analytical, organizational, writing, and presentation skills.
• Innovative leadership, communication, and team-building skills.
• Ability to thrive in a fast-paced, technology-driven environment.
• Ability to work with diverse individuals and across remote offices.
• Exceptional planning and organizational skills.
• Results-oriented with ability to work independently and in teams.
• Willingness to travel up to 20% within the assigned territory, including overnight stays.

Benefits

• Competitive pay with incentive opportunities and overtime potential for hourly employees.
• Three medical plan options with employer premium contribution starting day one.
• Employee-paid dental and vision insurance starting day one.
• Health Savings Account (HSA) with company contribution on eligible HDHPs.
• Medical and dependent care Flexible Spending Accounts (FSA).
• Company-paid life, AD&D, short-term, and long-term disability insurance starting day one.
• 401K plan with 100% match on the first 4% of employee contributions.
• 8 paid holidays.
• 128 Hours of Paid Time Off (PTO) annually for full-time employees.
• Employee-paid accident, critical illness, and hospital indemnity insurance.
• Employee-paid legal plans, identity protection, pet insurance, and home & auto discounts.
• Training, mentoring, and advancement opportunities.

Physical Demands

Employees must regularly wear PPE, carry tools, use hands, and talk/hear. Frequently required to walk and reach. Occasionally required to stand, stoop, kneel, crouch, or crawl. Must lift/move up to 100 pounds. Specific vision abilities include close vision and ability to adjust focus. High self-awareness of surroundings is necessary due to work environment conditions.

Work Environment

Work is performed at customer sites, Concentric facilities, and includes exposure to live electrical components. Noise level is moderate. Reasonable accommodations may be made for individuals with disabilities.