CI Service Manager

Packard Culligan Water; Minnetonka (MN); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

401k

Job summary

Packard Culligan Water is seeking a CI Service Manager to lead daily operations for the Commercial & Industrial Service and Installation teams. The role focuses on customer satisfaction, employee engagement, and financial performance across service, installation, plant operations, fleet management, and facility maintenance.

The ideal candidate will have 7+ years in water conditioning service, 5+ years of leadership, and strong knowledge of plumbing and water treatment systems.

Qualifications

• Minimum of 7 years of experience in water conditioning service and installation or related industry.
• Minimum of 5 years of leadership or supervisory experience.
• Strong knowledge of plumbing systems, water treatment equipment, and electrical components.
• Experience with employee development, scheduling, goal setting, fleet management, and operational oversight.
• Demonstrated commitment to customer service excellence.
• Strong analytical, interpersonal, communication, and problem-solving skills.
• Ability to work independently and lead multiple priorities in a fast-paced environment.
• Ability to lift up to 165 pounds.

Responsibilities

• Lead daily operations of Service and Installation departments to ensure customer satisfaction and financial performance.
• Oversee service scheduling, fleet management, plant operations, and facility maintenance.
• Develop employees, manage budgets, and ensure safety compliance.
• Maintain strong customer relationships and collaborate with sales and customer service teams.
• Monitor metrics, drive revenue growth, and optimize routes and territory coverage.

Skills

Leadership

Customer service

Communication

Problem solving

Team management

Safety & compliance

Education

High School Diploma or GED

Associate's or Bachelor's degree preferred

Tools

MS Office

Business management software

Laptops / mobile tools

Job description

The CI Service Manager is responsible for leading the daily operations of the Commercial & Industrial Service and Installation departments while ensuring exceptional customer satisfaction, employee engagement, operational efficiency, and financial performance. This position oversees service, installation, plant operations, fleet management, and facility maintenance while fostering a positive team environment and supporting company growth objectives. The CI Service Manager is accountable for maintaining strong customer relationships, developing employees, managing departmental budgets, ensuring compliance with safety regulations, and driving revenue growth within the Commercial & Industrial business segment.

Essential Duties and Responsibilities

Customer Satisfaction & Retention (30%)

• Ensure outstanding customer service by responding promptly to customer concerns and service issues.
• Partner with Commercial & Industrial Sales and Customer Service teams to resolve customer needs and improve retention.
• Review customer feedback, Voice of the Customer results, and service metrics to identify and address operational concerns.
• Ensure adequate inventory levels and equipment availability to meet customer requirements.
• Assist with equipment modifications and service solutions to support customer needs.
• Maintain effective communication with all departments to support company-wide goals and customer expectations.
• Provide hands-on support in service, installation, delivery, and plant operations when needed.
• Coach and encourage team members to identify opportunities for additional sales and customer growth.
• Promote a positive company image within the community and strengthen customer relationships.

Leadership & Team Development (40%)

• Foster a positive, professional, and productive work environment that promotes employee engagement and accountability.
• Communicate company goals, department updates, and operational expectations regularly with employees.
• Provide coaching, performance feedback, and development opportunities to support employee growth and success.
• Plan and conduct regular department meetings and cross-functional collaboration meetings.
• Evaluate staffing levels, workload distribution, and team capabilities to ensure operational efficiency.
• Maintain a safe, clean, and compliant work environment in accordance with company, federal, and state regulations.
• Oversee fleet safety initiatives, vehicle maintenance programs, driver compliance requirements, and vendor relationships.
• Partner with Human Resources regarding employee relations, performance management, recruitment, training, and disciplinary actions.
• Identify succession planning opportunities and encourage professional development.
• Ensure employees maintain required certifications, licenses, and training for their respective positions.
• Monitor customer satisfaction results and implement training programs to address identified improvement areas.
• Promote a culture of integrity, safety, adaptability, customer focus, and continuous improvement.
• Lead initiatives related to salt fundraising programs, lead generation efforts, and vendor partnerships.
• Maintain and pursue Water Quality Association certifications, including Certified Installer (CI) and Certified Water Specialist (CWS).
• Manage department staffing and payroll expenses while maintaining adequate staffing levels and minimizing overtime.
• Oversee the maintenance and protection of company assets, including fleet vehicles, facility, equipment, inventory, and records.
• Ensure efficient plant and facility operations through preventive maintenance programs.
• Develop, manage, and maintain department budgets while controlling expenses and maximizing productivity.
• Analyze operational performance, identify variances, and implement corrective actions to achieve business objectives.
• Monitor gross margin, revenue targets, and key performance indicators for service, installation, and plant operations.
• Optimize service routes, installation schedules, and territory coverage to improve efficiency and profitability.
• Coordinate vendor services and manage facility-related contracts and requests for proposals (RFPs).
• Support annual planning and budgeting processes while driving improvements in operational effectiveness.

Other Duties (5%)

• Perform other related duties as assigned or requested.

The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, duties, and skills required.

Minimum Qualifications

Education

• High School Diploma or GED required.
• Associate's or Bachelor's degree preferred.

Experience

• Minimum of 7 years of experience in water conditioning service and installation or a related industry.
• Minimum of 5 years of leadership or supervisory experience.
• Strong knowledge of plumbing systems, water treatment equipment, and electrical components.
• Experience with employee development, scheduling, goal setting, fleet management, and operational oversight.
• Demonstrated commitment to customer service excellence.
• Strong analytical, interpersonal, communication, and problem-solving skills.
• Ability to work independently and lead multiple priorities in a fast-paced environment.
• Ability to lift up to 165 pounds (50 pounds for BW operations).

Licenses & Certifications

• Valid Driver's License with an acceptable driving record.
• Ability to maintain Water Quality Association Certified Installer (CI) and Certified Water Specialist (CWS) certifications.
• CDL eligibility where required.
• Proficiency in Microsoft Office Suite, including Outlook, Word, Excel, and Teams.
• Experience using mobile technology, business management software, and laptop computers.

Additional Requirements

• Must successfully pass a background check, drug screening, and motor vehicle record check.
• Must be able to pass a DOT physical where required.
• Commitment to workplace safety, operational excellence, and continuous improvement.

The Packard Culligan group of dealerships is a family-owned company with values based on accountability, caring about relationships and open-mindedness to exceeding customer and employee expectations. Our dealerships are locally run by employees who are a part of the communities that they serve. We offer the best drinking water and the largest variety of water treatment products and services available for your home or business. Culligan products are built to last and are backed by a 100% satisfaction guarantee as well as the best trained and experienced service technicians in the industry.

Packard Culligan Offers full-time employees Health Insurance, Dental Insurance, Vision Insurance, 401k, as well as other employee benefits.

Packard Culligan and all of its subsidiaries are equal opportunity employers and do not discriminate against otherwise qualified applicants on the basis of race, color, creed, religion, ancestry, age, sex, marital status, national origin, disability or handicap, genetic, military status or any other basis prohibited by federal, state, or local law.

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Packard Culligan Water’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.