Service Manager123 Equipment Solutions - A Tech24 Company
Location: Norfolk, VA
Compensation Range: $90,000 - $105,000
About the Role:The Service Manager is the operational heartbeat of the 123 Equipment Solutions Norfolk location. Functioning as the assistant to the GM, this individual oversees the full lifecycle of every service order from the moment a call comes in through billing and revenue recognition. This is a leadership-first role that requires equal parts business acumen, people skills, and process discipline. The right person will foster a culture of safety, accountability, and continuous improvement while driving operational results and maintaining strong customer relationships.
Key Responsibilities:- Oversee day-to-day branch operations including work order lifecycle management from intake through billing andrevenue recognition
- Lead, develop, and foster a team culture built on safety, accountability, teamwork, and continuous improvement
- Serve as the first line of contact for employee relations, functioning as in-house HR support and reducing reliance on corporate HR for routine matters
- Drive operational metrics including days-to-complete, P&L performance, and utilization against defined targets
- Conduct safety meetings and ensure full OSHA and compliance standards are met across the facility
- Maintain and grow customer relationships through direct engagement, site visits, and consistent follow-through on service commitments
- Leverage Power BI and GE platforms to monitor performance data and make proactive, data-informed decisions
- Set and communicate short-term and long-term goals with the team, reinforcing them in daily operations and stand-ups
- Collaborate closely with the Lead Dispatcher, Field Service Manager, warehouse team, and accounting on cross-functional execution
- Support the hiring and onboarding of technicians in partnership with Talent Acquisition
- Conduct ride-alongs
First 90 Days:- Learn operations: understand workflow, tools (Power BI, GE), team dynamics, and the full lifecycle of a service order
- Earn team buy-in and begin a culture shift toward accountability, safety, and shared ownership
- Demonstrate proactive decision-making and begin bringing areas of opportunity to leadership
- Establish yourself as the right hand of HR: know your team, their challenges, and reduce escalations to corporate
1 Year Success Metrics:- Revenue growth and P&L performance vs. budget
- Reduction in days-to-complete
- Reduction in employee HR escalations to corporate
- Team retention and engagement indicators
- Customer satisfaction and account retention/growth
Required Qualifications:- Demonstrated leadership experience in a service, operations, or branch management environment
- Strong business acumen with working knowledge of P&L, EBITDA, and operational financials
- Experience managing day-to-day operations in a high-volume, fast-paced service environment
- Exceptional communication skills with the ability to lead, influence, and motivate a team
- Process-oriented mindset with a track record of putting operational systems in place
- Self-motivated, proactive, and comfortable making decisions with incomplete information
- Service industry background required (foodservice, HVAC, facilities, or adjacent industries welcome; specific technical/trade expertise not required
Preferred Qualifications:- Experience with Power BI or similar data/reporting platforms
- Familiarity with work order management systems
- Background in industries with field technician teams or dispatch-driven workflows
- Prior experience as a branch manager, operations manager, or equivalent
