Key Competencies
- Customer Focus: Builds strong internal and external relationships through proactive, clear, and solutions-oriented communication
- Leadership & People Management: Ability to lead, coach, and develop a team while holding individuals accountable for results
- Operational Excellence: Strong planning, prioritization, and execution skills to manage multiple projects and deadlines
- Attention to Detail: Ensures accuracy in work orders, billing inputs, and operational tracking
- Problem Solving: Identifies root causes and implements practical solutions to remove roadblocks
- Technology Proficiency: Intermediate skills in Microsoft Office (Excel, Word, Outlook, Teams) and HRIS systems (e.g., Workday)
- Organization & Efficiency: Maintains structured processes, clean workspaces, and optimized workflows
- Safety Mindset: Champions a culture of safety in all service and warehouse operations
- Adaptability: Thrives in a fast-paced, multi-project environment
Position Responsibilities
Team Leadership & Development
- Lead, coach, and develop the Service department to achieve performance, quality, and safety expectations
- Set clear expectations, provide ongoing feedback, and conduct performance evaluations
- Train team members on technical skills, processes, and customer service standards
- Foster a culture of accountability, ownership, and continuous improvement
Operations & Service Delivery
- Plan, schedule, and prioritize service and installation work to meet customer needs and business objectives
- Ensure efficient routing, resource allocation, and timely completion of all jobs
- Monitor service performance metrics and implement improvements to increase efficiency and customer satisfaction
- Oversee accurate and timely completion of work orders, ensuring all labor, parts, and charges are properly documented
Customer & Sales Coordination
- Serve as a primary point of escalation for customer service issues, ensuring timely and effective resolution
- Partner with Sales to coordinate installations and align on customer expectations
- Build and maintain strong customer relationships that support long-term business growth
Process & Inventory Management
- Establish, implement, and continuously improve service department policies, procedures, and workflows
- Oversee warehouse operations, including organization, receiving, and inventory control of equipment
- Identify and eliminate bottlenecks in service and installation processes
Administrative & Compliance Responsibilities
- Review and approve employee transactions in HRIS (Workday), including timecards, PTO requests, and performance documentation
- Ensure compliance with company policies, safety standards, and regulatory requirements
- Maintain accurate records and reporting to support operational and financial performance
Business Ownership
- Align service operations with broader business priorities and financial goals
- Take ownership of departmental results, including productivity, cost management, and customer satisfaction
- Contribute to strategic planning and continuous improvement initiatives
Qualifications
- Associate’s Degree, Technical Degree, or equivalent industry experience required
- Prior supervisory or management experience strongly preferred
- Experience in service operations, field service, or related industry (commercial laundry experience a plus)
Physical Demands & Work Environment
- Regularly required to sit, stand, walk, and use hands and arms
- Occasionally required to lift and/or move up to 75 pounds
- Vision requirements include close, distance, color, peripheral, depth perception, and focus
- Work environment noise level is typically light to moderate
- Travel required less than 10%
The Service Manager is responsible for leading and optimizing the Service Department to consistently meet customer expectations, operational deadlines, and business priorities. This role provides direct leadership to Service Technicians and Installers, ensuring high-quality service delivery, efficient scheduling, and strong customer relationships.
The Service Manager drives performance through effective planning, coaching, and process improvement while maintaining a strong focus on safety, accountability, and customer satisfaction.
EEO IS THE LAW
EEO IS THE LAW (Spanish)
