Service Manager

Guild Garage Group - LinkedIn; Milford (CT); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Medical, Dental, Vision insurance

Employer-paid Life & Disability

Company vehicle

Job summary

Guild Garage Group, operating PDQ Garage Doors in Milford, OH, seeks a hands-on Service Manager to lead the service department and develop a high-performing team of technicians. You’ll coach in the field, review performance, and drive service revenue while delivering outstanding customer experiences.

You’ll manage schedules, monitor KPIs, and partner with dispatch and customer service to uphold quality and efficiency, with a focus on growth, accountability, and culture of excellence.

Qualifications

• 5+ years of experience in the service industry.
• 3+ years of leadership experience.
• Experience managing and coaching field technicians.
• Strong understanding of service performance metrics (KPIs).
• Proven ability to improve team performance and profitability.
• Experience handling customer escalations.
• ServiceTitan experience is a plus.

Responsibilities

• Lead, mentor, and develop the service team through regular ride-alongs and coaching.
• Monitor KPIs and develop action plans to improve revenue, efficiency, and customer satisfaction.
• Oversee daily operations, scheduling, and workflow to ensure quality and timeliness.
• Recruit, onboard, and train new technicians; conduct 30/60/90-day check-ins.
• Resolve customer escalations professionally and ensure exceptional service.

Skills

Leadership

Coaching

Team management

Data-driven decisions

Customer service

Tools

ServiceTitan

Job description

Join Our Team as a Service Manager!
Location: PDQ Doors - Milford, Ohio
Annual Salary: $65,000-75,000 (Based on Experience & Performance)

Reports To: General Manager / Brand President

About the Role

PDQ is looking for a hands-on Service Manager to lead our service department and develop a high-performing team of technicians.

This isn’t a desk job. You’ll spend time in the field coaching technicians, conducting ride-alongs, reviewing performance metrics, solving customer issues, and helping your team succeed. You’ll be responsible for driving service revenue, improving operational performance, and delivering an outstanding customer experience.

If you’re a proven leader who enjoys coaching people, holding teams accountable, and improving results, we’d love to meet you.

What You’ll Do

Lead & Develop the Team

• Coach, mentor, and support service technicians through regular ride-alongs and one-on-one meetings
• Set clear expectations and hold the team accountable to company standards
• Lead daily huddles and team meetings
• Foster a positive, high-performance culture

Drive Department Performance

• Monitor key performance metrics, including:
  • Revenue per technician
  • Average ticket
  • Close rate
  • Membership sales
  • Customer satisfaction
  • Callback and warranty rates
  • Technician efficiency
• Develop action plans to improve results and department profitability

Oversee Daily Operations

• Manage technician schedules and workflow
• Ensure jobs are completed accurately and efficiently
• Support dispatch and customer service teams
• Maintain consistent service quality and operational standards

Recruit & Develop Talent

• Interview and help hire top technicians
• Lead onboarding and training for new employees
• Conduct 30, 60, and 90-day check-ins
• Build a strong pipeline of future talent

Deliver an Exceptional Customer Experience

• Resolve customer escalations professionally
• Coach technicians on communication and service excellence
• Help turn challenging situations into positive customer experiences

What We’re Looking For

• 5+ years of experience in the service industry
• 3+ years of leadership experience
• Experience managing and coaching field technicians
• Strong understanding of service performance metrics (KPIs)
• Proven ability to improve team performance and profitability
• Experience handling customer escalations
• ServiceTitan experience is a plus

You’d Be a Great Fit If You Are…

• A strong leader who leads by example
• Results-driven and accountable
• An effective coach who enjoys developing others
• Organized and process-oriented
• Comfortable making decisions using data and KPIs
• A clear communicator who builds trust with employees and customers

What Success Looks Like

Within your first 90 days, you’ll:

• Build relationships with your team
• Establish regular coaching and accountability
• Improve technician performance and operational consistency
• Reduce callbacks and warranty issues
• Increase revenue, customer satisfaction, and overall department performance

If you’re ready to lead a winning team and make a lasting impact, we’d love to hear from you.

What We Offer:

Competitive Salary: $65,000 – $75,000 per year

• Full Benefits: Medical, Dental, Vision, Employer-Paid Life & Disability Insurance
• Company Vehicle, Tools & Gas Card
• 401(k) with Company Match, HSA & FSA Options
• Paid Time Off & Holidays
• Employee Discounts & Referral Bonuses
• Ongoing Training & Development Opportunities
• A Clear Path to Growth within a National Family of Service Brands

If you’re ready to drive operational excellence, build a winning team, and lead with purpose — PDQ Garage Doors wants to hear from you!

Guild Garage Group is an Equal Opportunity Employer AA/EOE/M/F/V/D. In compliance with the Americans with Disabilities Act, PDQ Garage Doors may provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

All candidates are required to undergo pre-employment Background and Drug Screenings, as well as a Motor Vehicle Record Check.

*This posting provides details on potential commissioned compensation ranges and possibilities. These amounts are not guaranteed and should in no way be construed as a salary offer.

Pay Range

$65,000—$75,000 USD