Service Manager

About the role

Our client, a leading pest control service provider, is hiring a Service Manager. This is a contract-to-hire position that is 75% field-based.

Responsibilities

• Foster positive relationships with team members both in the office and field.
• Oversee the training and development of service technicians in your designated territory.
• Manage client sites within your territory and ensure exceptional service delivery.
• Own sales, service, and collections for your territory.
• Check in (start of shift) and out (end of shift) all direct reports, logging their start times, arrival at first service, and completion of last service; review timecards for accuracy daily utilizing GPS system.
• Manage your team to minimize inefficiencies and downtime in workloads and routes within your territory; implement measures to identify causes and correct when team members fall short of route goals.
• Review service tickets with technicians service by service in Pest Pac, noting special reminders, details, follow-ups, and execution expectations.
• Develop team members to become certified applicators and maintain certifications through training classes (online or in-house).
• Familiarize yourself with all services, clients, and points of contact within your territory; meet facility managers or points of contact monthly; review logbooks, health department sheets, and maintain accurate records of fly lights, multi-catch traps, bait stations, and other equipment to ensure maintenance and recurring billing.
• Occasionally perform pest control technician duties and services depending on season, volume, and route needs (including covering call-outs, vacations, or other short-staffed periods); when performing technician coverage, complete the service and submit a quality control form to the Director of Operations and Technical Director.
• Communicate with routing and human resources about staffing needs and seasonality; play a role in the recruiting process and recruit potential team members when in the field.
• Perform QC services utilizing the 4-step process, including completing Sanitation and Fly Management Reports.
• Audit work of direct reports with a "Technician Quality Performance Report" a minimum of 6x annually.
• Ensure all licenses, certifications, extermination service report sign-in sheets, health department sheets, consumer postings are up to date in the QC logbook and/or premises in assigned territory.
• Update management on progress of priority accounts weekly.

Supportive functions

• Address all complaints received via email related to service and special services; follow up periodically with clients and points of contact to report results of action taken and further measures implemented.
• Ensure all direct reports have sufficient materials, personal protective equipment, and pest equipment to perform services effectively; keep specialized equipment in your vehicles for easy access and regularly visit the office or warehouse to replenish materials or equipment.
• Complete a vehicle checklist 4x a year and an administrative checklist.
• Identify and act upon opportunities to sell additional products or services.
• Assist in payroll process by auditing and approving timecards as necessary.
• Conduct staff meetings at a minimum of once a month to convey company messages and provide education.
• Conduct full day ride-alongs with direct reports a minimum of once every two months.
• Check in person with direct reports at least once per week (drive up on them, meet them at a service for hands-on training).
• Check in with direct supervisor daily (email, call, or text message) to monitor daily progress and identify potential problems.
• Attend on time, in person, and for the entire duration the supervisor meeting on Thursdays at 5:00 PM.
• Ensure proper documentation is submitted in the event of vehicle accidents or personal injury.

Requirements

• High School Diploma or GED Equivalent.
• NY Commercial Pesticide Applicator license required.
• Proven experience in Pest Control preferred.
• Clean driving record and valid driver's license.

Skills and abilities

• Excellent communication skills, both verbal and written, with ability to clearly convey ideas and instructions to team members, clients, coworkers, and management.
• Strong leadership skills with ability to motivate and inspire team members, delegate tasks effectively, and provide constructive feedback and coaching.
• Proactive and positive attitude with ability to take initiative, solve problems creatively, execute, and adapt to changing situations.
• Excellent organizational and time-management skills with ability to prioritize tasks and manage multiple projects simultaneously.
• Commitment to developing and supporting team members through ongoing training and mentorship, with focus on fostering positive work culture and promoting professional growth.
• Ability to train and teach others effectively using proper protocols and best practices, with focus on ensuring understanding and competency.
• Customer-focused mindset with dedication to providing exceptional service and meeting or exceeding customer expectations.
• Ability to work overtime and Saturdays when required.
• Participate in night emergency phone answering during weekday and weekend evenings (rotation or volunteer basis).
• Expected to be available via phone and email for employee and client emergencies.

Work environment

• 30% Inside (Residential/Commercial Properties), 70% outside environment where temperatures during the year can range.
• Driving or walking for long periods of time.

Physical requirements

• Ability to lift/push/pull/carry up to 50 lbs unassisted.
• Ability to climb stairs frequently while carrying equipment and supplies.
• Comfortable and able to stop, kneel, crouch, or crawl through enclosed spaces for long periods (attics, crawl spaces, basements).
• Safely use a ladder within the manufacturer's weight capacity.