Service Manager - Compressed Air Systems

Due to an internal promotion, AIM Companies, a wholly owned subsidiary of Tavoron, is hiring a Service Manager to led the Service Team located in North Little Rock, Arkansas. About AIM Companies: a comprehensive provider in the compressed air space, offering design, installation, and 24/7 maintenance of air systems. We are a distributor for compressors, vacuum pumps, and air treatment products, specializing in optimizing system efficiency, reducing energy costs, and providing emergency repair services across various industries. About the position: The Service Manager is responsible for leading and optimizing all service operations for the organization, including field service technicians and service team. This role ensures efficient service delivery, high customer satisfaction, and strong collaboration with sales and internal teams. The Service Manager will drive operational excellence, team performance, and continuous improvement across all service functions. Some travel may be required to local customer sites or to Key Responsibilities Daily Operations Oversight Effectively manage day-to-day activities of field service technicians and service team. Oversee scheduling, dispatching, and execution of service work to ensure efficiency and timeliness. Monitor workflow to ensure optimal technician utilization and response times. Address operational challenges proactively to minimize downtime and service delays. Team Leadership Provide leadership, direction, and coaching to service technicians and service team. Conduct regular one-on-one check-ins and team meetings to support performance and resolve issues. Foster a collaborative, accountable, and high-performance team environment. Support hiring, onboarding, training, and development of service team. Timekeeping and Documentation Review and approve technician timecards and time-off requests with accuracy and timeliness. Cross-reference Jotform entries with technician timecards to ensure consistency. Ensure all timekeeping and documentation comply with company policies and labor laws. Maintain accurate service records, job documentation, and system updates. Communication and Availability Maintain consistent communication with service technicians, coordinators, and internal stakeholders. Be present in the mornings to support technician dispatch and daily kickoff. Remain accessible throughout the day via phone and electronic communication to support field and office needs. Serve as a central point of contact for service-related escalations. Collaboration with Sales Team Build strong partnerships with sales account managers to support customer needs. Coordinate service activities aligned with sales opportunities and customer expectations. Provide technical and operational insight to support sales efforts and customer retention. Customer Service Champion a customer-first culture within the service department. Ensure customer issues and escalations are resolved quickly and professionally. Monitor service quality and customer satisfaction, implementing improvements as needed. Maintain strong relationships with key customers. Administrative Compliance Oversee warranty administrators to ensure proper filing and recovery of warranty claims on parts and equipment. Ensure service parts coordinators process orders, quotes, and shipments accurately and efficiently. Maintain compliance with safety standards, company policies, and operational procedures. Performance Metrics & Reporting Track and analyze key performance indicators such as:Technician utilization Job completion rates Response times First-time fix rates Customer satisfaction Prepare regular reports for leadership on service performance. Identify trends and implement process improvements to increase efficiency and service quality. Professional Conduct Demonstrate integrity, accountability, and leadership at all times. Promote a culture of continuous improvement and operational excellence. Represent the company professionally with customers, vendors, and internal teams. Maintain Current Factory Certifications And Training Requirements Actively participate in manufacturer-sponsored training programs.Stay informed on new products, technologies, service procedures, and best practices.Ensure the service team is appropriately trained to support the equipment and solutions offered by the company. Education & Experience Previous experience as a Field Service Technician.5–10+ years of experience in service operations, preferably within industrial equipment, compressed air, or related industries. Previous experience managing field service teams and support staff. Skills & Competencies Strong leadership and team development skills. Excellent organizational and problem-solving abilities. Proficiency in service management systems, scheduling tools, and ERP systems. Knowledge of warranty processes and parts operations. Strong communication and interpersonal skills. Ability to manage multiple priorities in a fast-paced environment. Physical Demands. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision and the ability to adjust focus. Work Environment. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.