Service Manager

Unclassified; Monsey (NY); On-site; USD 75,000 - 100,000; Full time

Job summary

Unclassified in Monsey, NY is seeking a Service Manager to lead the service department from vendor oversight to system improvements, driving faster resolutions and a proactive culture. This hands-on leadership role requires ownership, accountability, and strong communication to keep cases moving.

You will manage customer service, vendor relations, and internal processes, building scalable workflows and dashboards.

Qualifications

• Experience leading teams in a service environment.
• Strong communication with customers and vendors.
• Proven ability to implement processes and KPIs.

Responsibilities

• Ensure fast response and resolution times.
• Improve communication with customers and drive consistency.
• Reduce unresolved and aging cases, and cut delays and turnaround times.
• Hold vendors accountable to service processes and track performance.
• Monitor department KPIs and dashboards, including response times and resolution timelines.

Skills

Leadership

Communication

Organization

Problem-solving

Customer focus

Urgency

Job description

Service Manager | Monsey, NY $75,000 $100,000

About the Role

This role owns the service department end to end from vendor and technician oversight to the systems that keep cases moving. The Service Manager is the driving force behind faster resolutions, tighter accountability, and a service culture built on urgency and clear communication. It's a hands-on leadership seat for someone who wants to turn a reactive department into a proactive, well-run operation.

Key Responsibilities

Customer Service & Case Resolution

• Ensure fast response and resolution times
• Improve communication with customers and drive consistency
• Reduce unresolved and aging cases, and cut delays and turnaround times

Vendor Management

• Hold vendors accountable to service processes
• Track vendor performance and reimbursement
• Identify trends and delays, and drive improvement in weak areas

Process, Systems & Reporting

• Build efficient, scalable service processes
• Improve tracking for parts, vendors, technicians, and warranties
• Help automate service workflows and customer updates
• Monitor department KPIs and dashboards, including response times, open cases, vendor delays, and resolution timelines

Team Leadership

• Train and support service coordinators
• Create accountability and consistency across the department
• Build a strong service culture focused on urgency and communication

Qualifications

• Proven ability to lead people and manage teams and workloads
• Highly organized, detail-oriented, and process-driven
• Calm under pressure with strong problem-solving skills
• Excellent communicator who can handle escalations professionally
• Customer-focused while holding vendors and teams accountable
• Strong sense of urgency, ownership, and follow-through