Service Manager

Company : Joe Water

Job Responsibilities

• Lead, manage, coach, and develop the service technician team
• Provide ongoing technical, customer service, and sales training to technicians
• Establish accountability and performance expectations for service technicians
• Monitor technician productivity, efficiency, revenue production, average ticket, and estimate conversion
• Review technician-generated estimates and ensure appropriate customer follow-up
• Improve service department revenue while maintaining a strong customer experience
• Ensure technicians perform complete system evaluations and properly identify customer needs and system deficiencies
• Assist technicians with difficult diagnostics, troubleshooting, and escalated service calls
• Maintain quality-control standards and work to reduce callbacks, repeat visits, and warranty-related issues
• Review service performance and identify opportunities for technician coaching and improvement
• Help develop and maintain service procedures, standards, and best practices
• Work with the office/scheduling team to improve technician utilization, routing, and overall department efficiency
• Assist with recruiting, onboarding, and training new service technicians
• Support the development of residential and commercial service opportunities
• Handle escalated customer concerns related to the service department when necessary
• Communicate department performance, staffing needs, issues, and opportunities to company leadership
• Maintain accountability for company vehicles, equipment, tools, and technology assigned to the service team
• Perform other service-management duties as reasonably required to support company growth and operations