Service Manager

This is an excellent opportunity for an experienced service professional looking to make a direct impact on operational success, customer relationships, and company growth.Position Summary

The Service Manager is responsible for the overall performance of the Service Department, including customer satisfaction, technician utilization, scheduling efficiency, revenue growth, profitability, safety, and employee development.

This position works closely with customers, field personnel, project teams, vendors, and company leadership to ensure service requests are completed safely, on time, within budget, and to the highest quality standards.

The successful candidate must possess exceptional organizational, communication, leadership, and problem-solving skills and be capable of managing multiple priorities simultaneously.Responsibilities and DutiesService Operations Management

• Oversee all day-to-day service operations and ensure efficient execution of service work.
• Manage and coordinate technician schedules, dispatching, and workload distribution.
• Prioritize service requests based on urgency, customer needs, and available resources.
• Monitor open service calls and ensure timely completion of work orders.
• Review service tickets, labor hours, and documentation for accuracy and completeness.
• Coordinate manpower planning to maximize technician productivity and utilization.

Customer Relationship Management

• Serve as the primary point of contact for customers regarding service requests, scheduling, and issue resolution.
• Build and maintain strong customer relationships through proactive communication and exceptional service.
• Respond to customer concerns and escalations in a professional and timely manner.
• Conduct customer follow-up to ensure satisfaction and identify additional service opportunities.
• Support business development efforts by identifying opportunities for recurring service agreements and additional work.

Financial & Operational Accountability

• Manage department revenue, profitability, and operational performance.
• Monitor labor productivity, billable hours, and technician utilization.
• Review service invoices and ensure accurate billing and job costing.
• Track and report key performance indicators (KPIs), including response times, utilization rates, revenue, profitability, and customer satisfaction.
• Assist in preparing service estimates, proposals, and customer quotations.

Leadership & Team Development

• Recruit, train, mentor, and develop service technicians and support personnel.
• Conduct regular team meetings and communicate company goals, expectations, and performance standards.
• Perform employee evaluations and provide coaching to improve performance and career development.
• Foster a positive, accountable, and customer-focused team culture.
• Partner with Human Resources on employee development, retention, and staffing initiatives.

Safety & Compliance

• Promote and maintain a strong safety culture throughout all service operations.
• Ensure compliance with company policies, customer requirements, and industry standards.
• Support safety training initiatives and enforce safe work practices.
• Participate in incident investigations and corrective action processes when necessary.

Preferred Experience & Qualifications

• Minimum 5 years of experience in electrical service, low voltage service, construction service operations, or a related industry.
• Minimum 3 years of supervisory, leadership, or management experience.
• Experience managing service operations for commercial electrical contractors is strongly preferred
• Demonstrated success managing field personnel and service operations.
• Strong experience scheduling and coordinating technicians in a fast-paced environment.
• Knowledge of electrical construction, service operations, low voltage systems, or related trades preferred.
• Experience with dispatch software, ERP systems, service management software, or work order platforms preferred.
• Experience managing budgets, labor productivity, and operational performance metrics.
• Strong understanding of customer service principles and relationship management.
• Proficiency with Microsoft Office Suite (Excel, Word, Outlook, Teams).
• Excellent written, verbal, and interpersonal communication skills.
• Strong organizational, planning, and problem-solving abilities.
• Valid driver's license with the ability to travel to customer and project sites as needed.

Core Competencies

• Leadership & Team Development
• Service Operations Management
• Scheduling & Workforce Coordination
• Customer Service & Relationship Management
• Communication & Collaboration
• Revenue Growth & Profitability Management
• Financial & Operational Accountability
• Employee Coaching & Performance Management
• Organizational & Time Management Skills
• Conflict Resolution & Decision Making
• Attention to Detail
• Adaptability in Fast-Paced Environments
• Safety & Compliance Focus

Success Measures

The successful candidate will demonstrate:

• High levels of customer satisfaction and retention
• Efficient technician scheduling and utilization
• Achievement of revenue and profitability goals
• Timely completion of service requests
• Strong employee engagement and retention
• Safe work practices and regulatory compliance
• Growth of recurring service business and customer relationships

Compensation & Benefits

Electra Link offers a competitive compensation package based on experience, along with opportunities for career growth and advancement.

Benefits include:

• Medical, Dental, and Vision Insurance
• Paid Life Insurance with Buy-Up Options
• Short-Term and Long-Term Disability (STD/LTD)
• Supplemental Ancillary Benefits
• Paid Time Off (PTO)
• 401(k) and Roth Retirement Plan
• Employee Stock Ownership Plan (ESOP)
• Career Development & Advancement Opportunities
• Company Vehicle
• Cell Phone Stipend