Service Technician Manager

Join Dalton Service Center as Our Service Technician Manager

Dalton Service Center is looking for an experienced appliance service professional who is ready to take the next step into leadership.

This is an opportunity for someone who understands the technical side of appliance service but is equally passionate about developing technicians, improving the customer experience, driving service quality, and building a high-performing team.

As the Service Technician Manager, you will provide direct leadership to our appliance service technicians supporting both Albuquerque and El Paso. You will be responsible for technician performance, training and development, field quality, service execution, manufacturer relationships, and technical escalations.

You will also work closely with our Customer Experience team to ensure service schedules are realistic, efficient, and aligned with technician capacity, skill level, geography, parts availability, and customer commitments.

This is a hands-on leadership position. The right person will be comfortable coaching technicians in the field, troubleshooting complex appliance issues, reviewing performance, providing training, and stepping in when a customer or technical situation requires additional expertise.

What You’ll Do

As the Service Technician Manager, you will:

• Provide direct leadership and oversight to all Dalton/BSI service technicians in Albuquerque and El Paso, including leads, apprentices, and helpers as applicable.
• Establish clear expectations for safety, service quality, productivity, professionalism, customer experience, and accountability.
• Partner closely with the Customer Experience team to develop and maintain service schedules based on technician availability, skill level, manufacturer certifications, geography, parts readiness, call priority, and customer commitments.
• Monitor daily service operations and adjust technician assignments when necessary, due to absences, emergencies, extended calls, customer escalations, parts delays, or other operational needs.
• Serve as the primary technical and operational escalation point for complex diagnoses, repeat service calls, challenging customer situations, manufacturer issues, and difficult field conditions.
• Conduct field ride-alongs, quality reviews, callback analysis, and technician coaching to improve workmanship and first-time completion rates.
• Ensure technicians have the tools, equipment, information, parts support, and resources needed to perform their jobs safely and effectively.
• Monitor technician productivity and service performance using key metrics such as completed calls, callback rates, schedule adherence, customer feedback, revenue, warranty recovery, overtime, and service quality.
• Partner with leadership to identify opportunities to improve service efficiency, profitability, customer satisfaction, and technician utilization.

Training & Technician Development

A major focus of this role will be building the technical capabilities of the Service team.

The Service Technician Manager will:

• Own the onboarding and ongoing development of service technicians.
• Provide hands-on technical coaching and field support.
• Coordinate manufacturer-specific product training, both locally and remotely.
• Ensure technicians maintain appropriate manufacturer certifications, licenses, technical qualifications, and required credentials.
• Maintain visibility into technician skill levels and identify development needs by brand, product category, and repair type.
• Crosstrain technicians between Albuquerque and El Paso to improve service coverage and strengthen the overall technical bench.
• Train technicians on technical diagnostics as well as customer communication, professionalism, documentation, safety, and in-home service expectations.
• Develop technicians to take on increasingly complex repairs and responsibilities.
• Identify future lead technicians and support succession planning within the Service organization.

Customer Experience & Scheduling Partnership

Service does not operate independently of the customer experience.

In this role, you will work closely with Customer Experience to:

• Provide accurate technician capacity and availability information.
• Help determine the appropriate technician for each service call based on technical skill, certifications, geography, and product type.
• Identify scheduling risks before they impact the customer.
• Help prioritize urgent, repeat, high-impact, or escalated service calls.
• Ensure Customer Experience has timely information regarding technician delays, technical challenges, parts needs, and changes in service expectations.
• Support quick and professional resolution of escalated customer concerns.

The Service Technician Manager owns technician execution and service capability, while working collaboratively with Customer Experience to support effective customer scheduling and communication.

Manufacturer & Technical Relationships

You will also serve as an important connection between Dalton Service Center and our manufacturer partners.

Responsibilities include:

• Develop and maintain strong relationships with manufacturer representatives and technical support teams.
• Coordinate manufacturer training and certification opportunities.
• Stay current on product changes, service bulletins, diagnostic procedures, tools, repair requirements, and new technology.
• Escalate complex technical issues to manufacturer resources when appropriate.
• Help ensure technicians are properly trained and qualified to service the premium appliance brands supported by Dalton Service Center.
• Partner with manufacturers and internal teams to identify recurring product issues and improve service outcomes.

People Leadership

This role is also responsible for the day-to-day management and development of the Service Technician team.

You will:

• Conduct regular technician meetings, huddles, one-on-ones, coaching sessions, and performance discussions.
• Set clear performance expectations and hold technicians accountable.
• Recognize strong performance and provide timely feedback when improvement is needed.
• Participate in recruiting, interviewing, selection, and onboarding of new technicians.
• Partner with Human Resources on employee development, performance management, corrective action, and other employee-related matters.
• Build a culture centered on technical excellence, accountability, teamwork, ownership, safety, and customer service.

What We’re Looking For

We are looking for someone who combines strong appliance service knowledge with the desire and ability to lead others.

The ideal candidate will bring:

• Significant experience servicing residential appliances, preferably including premium and luxury appliance brands.
• Strong technical diagnostic and troubleshooting capabilities.
• Demonstrated ability to coach, train, mentor, or develop other technicians.
• Previous Lead Technician, Senior Technician, Field Trainer, or supervisory experience preferred; candidates demonstrating strong leadership readiness may also be considered.
• Ability to communicate confidently and professionally with technicians, customers, manufacturers, leadership, and internal business partners.
• Strong organizational, prioritization, and problem-solving skills.
• Ability to manage multiple technicians and service priorities across Albuquerque and El Paso.
• Strong understanding of appliance service safety requirements and field service practices.
• Ability to analyze service performance and use data to identify opportunities for improvement.
• A customer-first mindset with the ability to remain composed during complex or escalated service situations.
• Ability to balance technical expertise with leadership, accountability, and team development.
• Appropriate technical certifications and licensing for assigned appliance service responsibilities, including CFC/EPA certification where applicable.
• Valid driver's license and satisfactory driving record.

Why Join Dalton Service Center?

Dalton Service Center is part of the Builders Source Inc. and BMD, Inc. family of companies.

At BMD, we are proud to be a 100% employee-owned company. Through our Employee Stock Ownership Plan (ESOP), our employees have the opportunity to share in the long-term success they help create.

What We Offer

• Competitive salary – $75,000 annually, based on experience
• Employee Stock Ownership Plan (ESOP)
• 401(k) with company match
• Medical, dental, and vision insurance
• Company-paid and voluntary life and disability benefits
• Paid time off and paid holidays
• Manufacturer and technical training opportunities
• Professional development and leadership growth
• Employee-owned culture
• Opportunity to help shape and develop a growing multi-location Service organization

Ready to Take the Next Step?

If you are an experienced appliance service professional who enjoys solving difficult problems, developing other technicians, improving the customer experience, and building a strong service team, this could be the opportunity to move your career into leadership.

Join Dalton Service Center and help us continue building a service organization known for technical expertise, accountability, and exceptional customer care.

Apply today!

BMD, Inc and Companies is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. BMD, Inc makes hiring decisions based solely on qualifications, merit, and business needs at the time.