Service Manager

Brief Description Company : Joe Water Job Responsibilities Lead, manage, coach, and develop the service technician teamProvide ongoing technical, customer service, and sales training to techniciansEstablish accountability and performance expectations for service techniciansMonitor technician productivity, efficiency, revenue production, average ticket, and estimate conversionReview technician-generated estimates and ensure appropriate customer follow-upImprove service department revenue while maintaining a strong customer experienceEnsure technicians perform complete system evaluations and properly identify customer needs and system deficienciesAssist technicians with difficult diagnostics, troubleshooting, and escalated service callsMaintain quality-control standards and work to reduce callbacks, repeat visits, and warranty-related issuesReview service performance and identify opportunities for technician coaching and improvementHelp develop and maintain service procedures, standards, and best practicesWork with the office/scheduling team to improve technician utilization, routing, and overall department efficiencyAssist with recruiting, onboarding, and training new service techniciansSupport the development of residential and commercial service opportunitiesHandle escalated customer concerns related to the service department when necessaryCommunicate department performance, staffing needs, issues, and opportunities to company leadershipMaintain accountability for company vehicles, equipment, tools, and technology assigned to the service teamPerform other service-management duties as reasonably required to support company growth and operations