Service Manager

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

Benefits offered by this job

Medical, Dental, Vision insurance

Company vehicle

401(k) with company match

Paid time off & holidays

Employee discounts & referral bonuses

Ongoing training & development

Growth path within a national family

Job summary

Guild Garage Group is seeking a hands‑on Service Manager in Milford, OH to lead our service department, coach technicians in the field, and drive revenue and customer satisfaction. This role demands a leader who coaches, holds teams accountable, and improves results through data‑driven decisions.

You will supervise scheduling, performance metrics, and daily operations while recruiting and training top talent. A strong customer‑facing mindset and ServiceTitan experience are highly valued.

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

• Coach, mentor, and support service technicians through regular ride‑along 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
• 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
• 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
• 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
• Resolve customer escalations professionally
• Coach technicians on communication and service excellence
• Help turn challenging situations into positive customer experiences

Skills

Leadership

Coaching

Customer service

KPIs

Team management

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

Guild Garage Group is an Equal Opportunity Employer AA/EOE/M/F/V/D. In compliance with the Americans with Disabilities Act, PDQ Garage Doorsmay 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

By submitting your application, you consent to receive text messages, emails, and phone calls from Guild Garage Group and/or our coalition of partnered brands regarding job opportunities, application status, and recruiting‑related communications. Message and data rates may apply. You may opt out of receiving text messages at any time by replying STOP. All messages are related to employment opportunities and recruiting activities.