Job Description

The Role

Manage and develop service technicians while exceeding customer expectations through consistent, high-quality service delivery. The Service Manager sets the daily tone for the department and ensures standards are met every time — even when it’s uncomfortable.

Key Responsibilities

Leadership & Team Development

• Recruit, train, coach, and develop service technicians to meet performance and quality standards.
• Transition effectively from peer to leader by enforcing expectations fairly and consistently.
• Inspire technicians to achieve individual and departmental goals.
• Conduct ride-alongs, one-on-one coaching, and performance reviews.
• Hold all technicians accountable — including top performers — to GEN3 standards.

Operations & Performance Management

• Monitor technician performance, productivity, and quality metrics.
• Work closely with dispatch to ensure the right technician is sent to the right job.
• Manage team schedules to meet customer demand and seasonal volume changes.
• Review and approve invoices, timecards, option sheets, and customer feedback.
• Serve as a technical backup resource when escalation is required (without defaulting to field work).

Customer Experience & Sales Alignment

• Ensure technicians establish strong customer rapport and recommend appropriate products and services.
• Understand sales criteria and coach technicians to meet revenue and performance goals ethically.
• Integrate service and sales strategies across departments to drive profitable results.
• Address customer issues promptly and professionally.
• Culture & Cross‑Department Collaboration
• Partner with Customer Service, Dispatch, and Leadership to support overall business success.
• Ensure incentive programs are applied equitably and properly documented.
• Bring more energy than you take — setting the tone for professionalism, accountability, and teamwork.
• Reinforce company values and standards when no one is watching.

Competencies for Success

• Proven operational experience and strong technical foundation
• Ability to lead former peers with fairness and confidence
• Strong judgment and decision‑making skills in fast‑paced environments
• Highly organized with excellent follow‑through
• Clear verbal and written communication skills
• Ability to build trust, demonstrate empathy, and maintain boundaries
• Comfortable giving and receiving direct feedback

Growth & Expectations

• This role offers meaningful leadership growth, influence, and impact. Success is measured by:
• Technician development and retention
• Consistent customer satisfaction
• Operational discipline and accountability
• Team morale and professionalism

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