Residential Service Manager

Overhead Door Company of Wilmington; Wilmington (NC); On-site; USD 70,000 - 100,000; Full time

Job summary

Overhead Door Company of Wilmington is seeking a Residential Service Manager to own and elevate the company’s residential service division in southeastern North Carolina. You will lead service technicians and schedulers, streamline processes, and drive profitability through performance management and customer excellence.

The role emphasizes people leadership, systems improvement, and coaching a team toward higher performance, with ownership of growth and service quality.

Qualifications

• Leads and holds people accountable within a service team.
• Strong process-minded and highly organized.
• Understands business performance and numbers.

Responsibilities

• Lead service technicians and schedulers.
• Improve systems around the team and workflows.
• Track performance and tighten processes.
• Improve training and customer conversations.
• Own the profitability and growth of the Service Division.

Skills

Leadership

Organization

Performance mgmt

Process improvement

Coaching

Mechanical aptitude

Customer facing

Ownership mindset

Job description

Overhead Door Company of Wilmington has served southeastern North Carolina since 1986. We’re an established, growing garage door company in Wilmington, Brunswick County, and Fayetteville. Our Residential Service Division completes a little over 3,000 service calls each year, and we believe there is significant opportunity to make it better.

Residential Service Manager

• We’re looking for someone to take ownership of our Residential Service Division.
• We already have a strong service business but want to make it stronger. We have the customers, technicians, brand, and opportunity. What we need is someone who can help us get more out of what we already have and build from there.
• This is primarily a people, process, and performance role.
• You’ll lead our service technicians and service schedulers, improve the systems around them, track performance, tighten processes, improve training and customer conversations, and ultimately own the profitability and growth of the division.

We’re looking for someone who:

• Knows how to lead and hold people accountable
• Is highly organized and process-minded
• Understands numbers and business performance
• Can identify where a process is breaking down and fix it
• Can coach a team toward higher performance
• Has enough mechanical aptitude to understand the business
• Is comfortable working with both field employees and customers
• Wants ownership, not just a list of tasks

Experience:

Garage door experience is not required. Experience managing operations in HVAC, plumbing, electrical, automotive service, or another home service business could translate very well.

This isn't a wrench-turning role. Your job is to build the system that helps our technicians perform at their best.

Compensation:

Base salary plus meaningful performance-based compensation tied to the growth and profitability of the Service Division. Compensation will depend on experience and demonstrated ability.

We’re looking for someone who can take a good service business and make it substantially better.