Service Manager

Position Overview

Provides quality and timely service to the customer through the recruitment, training, and supervision of a team of lawn care specialists. Provides effective coaching and development of field staff so that they may positively impact customer retention by exceeding customer expectations.

Responsibilities

• Evaluates the quality of service provided to customers and develops procedures to minimize customer complaints.
• Ensures diplomacy concerning customer service‑related concerns.
• Coaches and develops lawn specialists and trainees.
• Works with other managers to identify ways to reduce customer cancellations.
• Recruits, interviews, and selects personnel needed to efficiently staff the service function.
• Evaluates performance, makes salary recommendations, and administers disciplinary actions consistent with company policy.
• Plans and conducts new‑hire and ongoing training for service personnel in customer service skills, technical skills, safety policies, and procedures.
• Supervises a team of technicians to ensure service (production and sales) goals are met.
• Maintains positive morale among personnel and actively promotes teamwork.
• Examines associate work for accuracy, neatness, and conformance to best practices as well as company policies and procedures.
• Determines work procedures, issuing oral and written instructions.
• Expedites workflow by coordinating the sharing of information between customer and field technician.
• Prepares work schedules and assigns and monitors duties to service personnel for efficiency.
• Prepares composite reports from individual reports of subordinates.
• Conducts daily and weekly management meetings.
• Ensures that a safe workplace is provided for all associates through ongoing training and adherence to company policies.
• Maintains Department of Transportation pre/post‑trip inspection and drive qualification files.
• Ensures current licensing is maintained by all associates as required by company policy, state, and/or federal law.

Education and Experience Requirements

• Associate’s degree in a business‑related discipline and two (2) or more years of related experience in lawn/horticulture/agronomy/lawn care services, or an equivalent combination of education and experience.
• Two (2)+ years of supervisory management experience.
• Bachelor’s degree and sales experience preferred.
• Valid, permanent driver’s license from state of residence.
• Current liability auto insurance required.
• Must be 21 years of age by date of hire.
• Extensive local travel required.

Knowledge, Skills, and Abilities

• Excellent verbal and written communication skills.
• Ability to communicate effectively at all levels of leadership and with front‑line staff.
• Strong leadership in team building, talent selection, training, mentoring, and developing a sales team to execute goals.
• Excellent time‑management skills.
• Practical knowledge of the service industry and experience in developing and executing sales plans.
• Business process analysis skills.
• Proficiency with Microsoft Office applications (Word, Excel, Outlook, PowerPoint).

Physical Demands & Working Conditions

• Regularly required to sit or stand, walk on uneven surfaces or climb stairs for extended periods, use hands and arms to handle, feel or reach, speak and hear, and use vision for close, distance, color, peripheral, depth, and focus.
• Lift up to 50 lb independently; push and pull equipment.
• Occasionally required to stoop, kneel, crouch, or crawl.
• Noise level: moderate to loud.
• Exposure to outdoor weather conditions (extreme cold, heat, wet), animals, insects, and chemicals (with appropriate safety equipment).
• Occasionally work near mechanical or moving parts.
• Fluency in speaking, reading, and writing English is required.
• Must be physically located in the United States while performing this job.

Pay

Salary range: $57,733.00 – $96,220.00. The range reflects qualifications, experience, training, geographic location, and internal pay alignment. Most candidates start in the lower half of the range; the upper end is reserved for candidates with extensive experience. Pay history will not be a factor where prohibited by law.

Benefits

• Medical, dental, and vision insurance.
• Company‑matching 401(k) plan.
• Additional programs and perks.