Service Manager

About the role

At Nwestco LLC, we don’t just work in the Petroleum and Car Wash Equipment industry—we lead it. For over 25 years, we’ve set the standard across the Northwest and Rockies, delivering innovation, reliability, and excellence to our customers. We're on the hunt for a highly skilled Service Manager to join our growing team in Boise, ID.

Responsibilities

• Maintain and update service management software daily, ensuring all work orders are processed accurately, past-due items are addressed, and warranty claims are submitted in a timely manner.
• Collaborate with the Branch Manager and Senior Service Manager to improve margins and operational efficiency within the service department.
• Conduct weekly reviews of technician timesheets to ensure accuracy for both billing and payroll processing.
• Oversee accounts receivable, working with administrative staff to manage past-due invoices and directly contacting customers when necessary to resolve outstanding payments.
• Manage and track all licenses and certifications for technicians, ensuring timely renewals and following up with team members as needed.
• Generate and submit daily, weekly, and periodic reports to assist company leadership in monitoring service operations, productivity, and financial performance.
• Conduct annual performance reviews for all direct reports in alignment with company policies and expectations.
• Operate within the company’s chain of command, coordinating with department heads including the President, CFO, Finance, and other Service Managers to maintain alignment and communication.
• Attend required branch and leadership meetings, and organize regular internal meetings focused on safety, efficiency, and service quality.
• Provide initial and ongoing training for service personnel, ensuring strong cross-training and standardized procedures across the team.
• Enforce company policies, standard operating procedures (SOPs), and branch directives, recommending updates or improvements where applicable.
• Perform additional tasks or special assignments as directed by the Branch Manager to support operational goals.

Requirements

Availability to work Monday through Friday with flexibility for after-hours and weekend support as needed in a 24/7 service environment.

Demonstrated success in leading and managing field service teams, with the ability to motivate, delegate, and hold team members accountable.

Strong background in customer-facing roles, with a proven focus on delivering excellent service and building long-term client relationships.

Exceptional verbal and written communication skills, capable of interacting professionally with clients, technicians, vendors, and executives.

Skilled in conflict resolution, both with internal staff and external customers, ensuring positive outcomes and maintaining service integrity.

Strong organizational abilities in managing workloads, tracking service performance, and coordinating across departments.

Experience resolving technical issues, troubleshooting field problems, and understanding the mechanical/electrical aspects of equipment or systems serviced.

Proven ability to analyze service data, identify inefficiencies, and implement improvements to enhance margin, uptime, and customer satisfaction.

Familiarity with business operations software, service dispatch platforms, and reporting tools (experience with ERP/CRM systems preferred).

Adaptable to shifting priorities, job demands, and evolving customer needs, with a calm, patient, and empathetic approach to problem-solving.

Detail-oriented and proactive in maintaining high standards of service quality, compliance, and technician performance.

Completion of business, management, or technical training (preferred) that supports understanding of service operations and continuous improvement strategies.

Qualifications

Ability to pass pre-employment physical with extensive lifting (up to 75 lb), twisting, pulling, kneeling, and squatting.

Ability to pass pre-employment drug-screening and background check.

This position is classified as safety-sensitive, it requires the applicant to pass a comprehensive drug test, including screening for marijuana, as a condition of employment.

A valid driver's license with a clean driving record over the past 5 years required.

Benefits

The pay range is $80,000-$95,000 depending on experience and includes benefits, PTO and 401k.