Service Manager

About the Role

Oversee a small team of 7 field employees, including Service Technicians, Installers, and Route Drivers. Coordinate daily tasks, support field operations, and ensure efficient service delivery, billing accuracy, and adherence to company policies and performance standards.

Responsibilities

• Perform daily reviews with individual team members to align on tasks and performance.
• Review all service orders and routes to verify billing accuracy.
• Assign and schedule daily service work, deliveries, and warehouse activities.
• Identify revenue growth opportunities through lead generation, incentive programs, equipment upgrades, and service call upselling.
• Monitor and enforce company policies, performance standards (e.g., call-backs, stops per day, productivity), and address performance issues promptly.
• Spend at least 25% of time in the field performing service work or "Ride-Along Training Missions" to monitor and improve team performance.
• Ensure in-house repairs and reconditioning of reusable equipment meet company specifications.
• Schedule service staff for after-hours and emergency call work.
• Respond promptly to customer inquiries and personally address negative customer situations.
• Investigate damage claims and collaborate with local/corporate management to file general liability, fleet, and workers' compensation claims accurately and timely.
• Cover paid-time-off for department personnel.
• Assemble pipe sections, tubing, or fittings using couplings, clamps, screws, bolts, cement, or soldering.
• Install pipe assemblies, fittings, and valves for water treatment equipment using hand or power tools.
• Complete basic installation and removal of water treatment equipment.
• Conduct annual performance and salary reviews for all Service, Route, and Warehouse personnel.
• Review open service orders and route tickets daily.
• Conduct monthly safety meetings, maintain the local safety program and incentive plans, and document attendance and topics.
• Distribute service/installation manuals, tip sheets, and product bulletins to staff.
• Perform financial analysis of revenue and cost categories to identify improvement opportunities.
• Achieve and exceed budgeted service and route revenues, as well as gross margins.
• Maintain an organized and neat warehouse, including inventory control and equipment/supplies management.
• Adhere to fleet PM schedules and ensure drivers inspect and maintain vehicles; enforce company fleet requirements and DOT regulations.
• Abide by all company policies outlined in the employee handbook.

Requirements

• 3-5 years of front-line supervisory or management experience.
• 3-5 years of water treatment experience or plumbing background (preferred).
• Working knowledge of Microsoft Office (Excel, Outlook, Word).
• Valid driver’s license and all state-mandated motor vehicle operation certificates.
• Ability to motivate and lead others.
• Outstanding communication and customer service skills.
• Basic knowledge of ERP systems.

Physical Requirements

• Occasional lifting and carrying of water treatment equipment, bottled water, coolers, salt, and other supplies (objects weighing 50–100 pounds, transported via two-wheel cart).
• Significant walking and standing.

Work Environment

Frequent exposure to outside weather conditions and various elements while performing job duties.

Pay

$70,000–$75,000/year.

Benefits

• Medical, dental, and vision coverage.
• 401(K) retirement plan.
• Product discounts.
• Paid time off.