The Role

We're looking for a hands-on, results-driven Service Manager to lead our Orlando Service Center and play a key role in delivering exceptional service experiences for our customers.

This is more than a service leadership role. As Service Manager, you'll have ownership of the service operation's people, performance, and profitability. You'll lead a team of skilled technicians, drive customer satisfaction, support business growth, and influence operational excellence across the branch.

If you're a strong operational leader who enjoys developing teams, improving processes, and delivering measurable business results, we'd love to hear from you.

What You’ll Do:

Lead a High-Performing Service Team

• Inspire, coach, and develop a team of Service Technicians through strong leadership, accountability, and employee engagement.
• Foster a culture focused on safety, collaboration, continuous improvement, and customer success.
• Support recruiting, onboarding, workforce planning, succession planning, and employee retention initiatives.
• Provide ongoing performance management, feedback, and career development opportunities.

Drive Operational Excellence

• Oversee day-to-day service operations to ensure work is executed safely, efficiently, and profitably.
• Optimize technician utilization, scheduling, resource allocation, and field execution.
• Monitor service order management, backlog, inventory, fleet utilization, tools, and operational assets.
• Lead continuous improvement initiatives that enhance productivity, efficiency, and customer experience.

Own Financial Performance

• Manage the service center P&L and drive achievement of revenue, gross margin, utilization, productivity, and profitability targets.
• Monitor key performance indicators and take proactive action to improve business results.
• Support forecasting activities and maintain visibility into workload planning, labor requirements, and future resource needs.
• Manage departmental expenses and contribute to overall branch financial success.

Partner to Grow the Business

• Collaborate closely with Sales, Operations, and Regional Leadership teams to identify and capture new service, aftermarket, rental, and capital project opportunities.
• Drive lead generation activities and support commercial growth initiatives.
• Expand customer relationships, improve retention, and increase service penetration within existing accounts.
• Ensure successful execution of customer projects from planning through completion.

Deliver Exceptional Customer Experience

• Build strong partnerships with customers, vendors, and internal stakeholders.
• Proactively address customer concerns and ensure timely resolution of issues.
• Maintain a relentless focus on delivering safe, reliable, and high-quality service.

What You’ll Bring:

• 5 + years of experience in service, field operations, maintenance, technical services, or related industrial environments.
• 2-3+ years of direct leadership experience managing technicians, field service teams, or operational personnel.
• Demonstrated success leading teams and driving operational performance.
• Strong business acumen with experience managing budgets, KPIs, productivity, and profitability.
• Excellent communication, coaching, and conflict resolution skills.
• Effective planning, organization, and workforce management abilities.
• Valid driver's license and ability to obtain required customer site clearances when needed.

Preferred Qualifications

• Bachelor's degree or equivalent combination of military, technical, or industry experience.
• Experience within water, wastewater, industrial, municipal, utilities, manufacturing, or related industries.
• Experience managing service operations, field teams, scheduling, workforce planning, and customer-facing operations.
• Familiarity with ERP and business systems such as SAP, Oracle, Workday, or similar platforms.

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