Service Manager

About This Role

Lead and mentor service technicians and the dispatch team for a leading provider of automatic door and commercial entrance solutions. Oversee service operations, ensure customer satisfaction, and drive process improvements while contributing to high-quality service delivery.

Responsibilities

• Directly oversee and mentor service technicians and the dispatch team
• Set priorities for service calls and guide the dispatch team on scheduling
• Monitor technician performance and KPIs, providing coaching and training as needed
• Serve as the primary escalation point for unsatisfied customers or complex service issues
• Maintain strong communication with customers, field technicians, and internal teams
• Oversee service documentation, tickets, and reports to ensure accuracy and completeness
• Collaborate with sales, operations, and project teams to optimize service delivery and support recurring service contracts
• Identify opportunities for process improvements, operational efficiency, and cost control
• Support the development and implementation of maintenance programs to meet evolving customer needs

Requirements

• Proven experience managing a technician or skilled trade team in a service-based environment
• Strong interpersonal skills and the ability to hold team members accountable
• Excellent customer communication skills, especially during escalations or challenging situations
• Ability to work under pressure and maintain a calm demeanor
• Strong problem-solving, organizational, and decision-making skills
• Proficiency with Microsoft Office and service management software
• Valid driver’s license in good standing

Qualifications

• Proven experience managing a technician or skilled trade team in a service-based environment

Nice to Have

• Familiarity with industrial or commercial door systems, security systems, or low-voltage systems

Skills

* Required skills

Benefits