Service Manager

Hire Right Recruiting; Hingham (MA); On-site; USD 80,000 - 120,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

401(k) Retirement with Company Match

Paid Time Off

Referral Program

Company Truck

Fuel Card

Tools Provided

Paid Training

Job summary

Minuteman Plumbing, Heating & Cooling is hiring a Service Manager to lead and develop our customer-facing team in Boston's South Shore area. You will coach staff on KPIs tied to sales, customer experience, and retention, setting clear expectations and driving accountability across calls and jobs.

The role emphasizes coaching, performance improvement, and escalation support to ensure exceptional customer care and high-quality service delivery.

Qualifications

• Proven experience leading, training, and coaching customer-facing employees on performance metrics.
• Background in an industry focused on delivering exceptional customer experience.
• Comfortable using KPI data to drive coaching conversations and decisions.
• Strong communication and relationship-building skills.

Responsibilities

• Lead, train, and coach customer-facing staff on KPIs tied to sales, customer experience, and retention.
• Set clear performance expectations and hold the team accountable to them.
• Monitor day-to-day service quality and customer satisfaction across calls and jobs.
• Partner with leadership to identify coaching opportunities and close performance gaps.
• Build team culture around accountability, ownership, and exceptional customer care.
• Review KPI trends regularly and adjust coaching approach based on data.
• Serve as an escalation point for customer issues that need a manager’s touch.

Skills

Leadership

Coaching

Customer experience

KPIs

Communication

Staff development

Problem solving

Job description

Service Manager

Department: Operations

Employment Type: Full Time

Location: Hingham, MA

Compensation: $80,000 - $120,000 / year

Description

Minuteman Plumbing, Heating & Cooling is a growing, veteran-owned residential service company serving Greater Boston and the South Shore. We are hiring a Service Manager to lead, coach, and develop our customer-facing team on the metrics that drive an exceptional customer experience. No trades background required, we are looking for someone who has led and coached teams around sales, customer experience, and retention, wherever that experience comes from. $80-120k Base Salary based on experience + performance bonus

Key Responsibilities

• Lead, train, and coach customer-facing staff on KPIs tied to sales, customer experience, and retention
• Set clear performance expectations and hold the team accountable to them
• Monitor day-to-day service quality and customer satisfaction across calls and jobs
• Partner with leadership to identify coaching opportunities and close performance gaps
• Build team culture around accountability, ownership, and exceptional customer care
• Review KPI trends regularly and adjust coaching approach based on what the data shows
• Serve as an escalation point for customer issues that need a manager's touch

Skills, Knowledge & Expertise

• Proven experience leading, training, and coaching customer-facing employees on performance metrics
• Background in an industry built around delivering an exceptional customer experience (retail, hospitality, healthcare, field service, or similar), home services experience is a plus but not required
• Comfortable using KPI data to drive coaching conversations and decisions
• Strong communication and relationship-building skills
• Must pass a pre-employment background check and drug screen

Benefits

• Health Insurance
• Dental Insurance
• 401(k) Retirement with Company Match
• Paid Time Off
• Referral Program
• Company Truck
• Fuel Card
• Tools Provided
• Paid Training
• And so much more...