Service Manager

Service Team Operations & Development

• Aim for a 100% installation completion rate every day.
• Provide guidance and hands-on training on diagnosing, troubleshooting, and repairing water treatment equipment.
• Oversee daily workflows and documentation, ensuring timely submission of payments and activity sheets by all Service Technicians.
• Monitor quality standards across service visits, ensuring consistency and thoroughness in residential and commercial environments.
• Ensure the service personnel complete installations thoroughly and by Company Standard Operating Procedures (SOP’s).
• Educate team members on success metrics, and align team priorities.

Customer Experience Champion

• Ensure service personnel resolve service issues promptly and effectively for both residential and commercial customers.
• Handle escalated customer concerns, working toward satisfactory resolutions while maintaining a professional and positive experience.
• Collaborate with the team to continuously improve service processes, ensuring consistent customer satisfaction and long-term relationships.
• Track and share customer callback metrics.
• Monitor and leverage Voice of the Customer (VOC) feedback to guide team.

Asset & Equipment Management

• Ensure inventory levels are accurate and that older equipment is rotated appropriately to maintain product usability and reduce waste.
• Maintain clear, up-to-date, and accurate records related to inventory, service activities, and parts usage.
• Take responsibility for monthly warranty control processes and RMA (Return Merchandise Authorization) submissions to vendors.
• Maintain consistent and effective warranty control procedures to support service quality and minimize financial loss.
• Responsible for the maintenance of the service vehicle fleet to minimize potential truck downtime through regularly scheduled preventative maintenance.
• Supervise that all service vehicles are cleaned regularly (inside and out) so that we present a favorable public image through our vehicles.

Business Development

• Operate effectively within a P&L (Profit and Loss) framework by understanding key financial drivers, managing service costs, and supporting overall profitability goals.
• Coach services techs to recognize and act on sales opportunities that align with customer needs - whether equipment, supplies, or upgrades.
• Reinforce the importance of turning routine service into relationship-building moments that can lead to upselling and long-term customer loyalty.
• Collaborate with sales reps to ensure service/installation calls are handled professionally and strategically to support long-term customer retention and business growth.

Safety & Compliance

• Ensure service operations comply with all safety regulations, industry standards, and company policies.
• Lead safety training and enforce protocols to maintain a safe environment for employees and customers.
• Oversee incident reporting and investigations, ensuring proper documentation and resolution.
• Respond to emergencies, providing direction to minimize disruption and ensure safety.
• Maintain compliance with legal requirements and safety standards, working with legal and insurance teams as needed.
• Ensure confidentiality of sensitive customer and employee information.