Service Manager

Location: 3772 B Peters Creek Rd SW, Roanoke, VA 24018

Pay

Compensation Range: $80,000 – $90,000 annually

Benefits

• Weekly pay – reliable pay every week
• Company vehicle, gas card, uniforms, and phone provided
• Generous paid time off, paid holidays, and your birthday off
• Medical, dental, vision, and short‑term disability coverage (effective the 1st of the month following hire)
• Company‑paid long‑term disability and basic life insurance at no cost to you
• Comprehensive training opportunities – manufacturer‑certified programs, company training, or a blend of both
• 401(k) with company match and immediate vesting
• Employee Assistance Program (EAP) – free, confidential counseling and support for you and your family, including financial and legal resources

About the Role

The Service Manager is the operational heartbeat of the 123 Equipment Solutions Roanoke, VA location. Functioning as the assistant to the General Manager, this individual oversees the full lifecycle of every service order—from the initial call through billing and revenue recognition. The role requires a blend of business acumen, people skills, and process discipline, fostering a culture of safety, accountability, and continuous improvement while driving operational results and maintaining strong customer relationships.

Key Responsibilities

• Oversee day‑to‑day branch operations, including work order lifecycle management from intake through billing and revenue recognition.
• Lead, develop, and foster a team culture built on safety, accountability, teamwork, and continuous improvement.
• Serve as the first line of contact for employee relations, providing in‑house HR support and reducing reliance on corporate HR for routine matters.
• Drive operational metrics such as days‑to‑complete, P&L performance, and utilization against defined targets.
• Conduct safety meetings and ensure full OSHA and compliance standards are met across the facility.
• Maintain and grow customer relationships through direct engagement, site visits, and consistent follow‑through on service commitments.
• Leverage Power BI and GE platforms to monitor performance data and make proactive, data‑informed decisions.
• Set and communicate short‑term and long‑term goals with the team, reinforcing them in daily operations and stand‑ups.
• Collaborate closely with the Lead Dispatcher, Field Service Manager, warehouse team, and accounting on cross‑functional execution.
• Support the hiring and onboarding of technicians in partnership with Talent Acquisition.
• Conduct technician ride‑alongs for observation, coaching, and professional development.

First 90 Days

• Learn operations: understand workflow, tools (Power BI, GE), team dynamics, and the full lifecycle of a service order.
• Earn team buy‑in and begin a culture shift toward accountability, safety, and shared ownership.
• Demonstrate proactive decision‑making and start identifying areas of opportunity for leadership.
• Establish yourself as the right hand of HR: know your team, their challenges, and reduce escalations to corporate.

Success Metrics (First Year)

• Revenue growth and P&L performance versus budget.
• Reduction in days‑to‑complete.
• Reduction in employee HR escalations to corporate.
• Team retention and engagement indicators.
• Customer satisfaction and account retention/growth.

Required Qualifications

• Demonstrated leadership experience in a service, operations, or branch management environment.
• Service industry background required (foodservice, HVAC, facilities, or adjacent industries welcome – specific technical/trade expertise not required).
• Strong business acumen with working knowledge of P&L, EBITDA, and operational financials.
• Experience managing day‑to‑day operations in a high‑volume, fast‑paced service environment.
• Exceptional communication skills with the ability to lead, influence, and motivate a team.
• Process‑oriented mindset with a track record of implementing operational systems.
• Self‑motivated, proactive, and comfortable making decisions with incomplete information.

Preferred Qualifications

• Experience with Power BI or similar data/reporting platforms.
• Familiarity with work order management systems.
• Background in industries with field technician teams or dispatch‑driven workflows.
• Prior experience as a branch manager, operations manager, or equivalent.