Service Manager

Joe Water; Naples (FL); On-site; USD 75,000 - 95,000; Full time

Job summary

Joe Water in Naples, FL is seeking a Service Manager to lead, manage, coach, and develop the service technician team. You will provide ongoing technical, customer service, and sales training to technicians, establish accountability, and monitor performance.

You will review estimates, improve department revenue while maintaining customer experience, and ensure complete system evaluations. You will support recruiting, onboarding, and training of new technicians and work with scheduling to improve

Responsibilities

• Lead, manage, coach, and develop the service technician team.
• Provide ongoing technical, customer service, and sales training to technicians.
• Establish accountability and performance expectations for service technicians.
• Monitor technician productivity, efficiency, revenue production, average ticket, and estimate conversion.
• Review technician-generated estimates and ensure appropriate customer follow-up.
• Improve service department revenue while maintaining a strong customer experience.
• Ensure technicians perform complete system evaluations and properly identify customer needs and system deficiencies.
• Assist technicians with difficult diagnostics, troubleshooting, and escalated service calls.
• Maintain quality-control standards and work to reduce callbacks, repeat visits, and warranty-related issues.
• Review service performance and identify opportunities for technician coaching and improvement.
• Help develop and maintain service procedures, standards, and best practices.
• Work with the office/scheduling team to improve technician utilization, routing, and overall department efficiency.
• Assist with recruiting, onboarding, and training new service technicians.
• Support the development of residential and commercial service opportunities.
• Handle escalated customer concerns related to the service department when necessary.
• Communicate department performance, staffing needs, issues, and opportunities to company leadership.
• Maintain accountability for company vehicles, equipment, tools, and technology assigned to the service team.
• Perform other service-management duties as reasonably required to support company growth and operations.

Skills

Leadership

Coaching

Customer service

Training

Job description

• Lead, manage, coach, and develop the service technician team
• Provide ongoing technical, customer service, and sales training to technicians
• Establish accountability and performance expectations for service technicians
• Monitor technician productivity, efficiency, revenue production, average ticket, and estimate conversion
• Review technician-generated estimates and ensure appropriate customer follow-up
• Improve service department revenue while maintaining a strong customer experience
• Ensure technicians perform complete system evaluations and properly identify customer needs and system deficiencies
• Assist technicians with difficult diagnostics, troubleshooting, and escalated service calls
• Maintain quality-control standards and work to reduce callbacks, repeat visits, and warranty-related issues
• Review service performance and identify opportunities for technician coaching and improvement
• Help develop and maintain service procedures, standards, and best practices
• Work with the office/scheduling team to improve technician utilization, routing, and overall department efficiency
• Assist with recruiting, onboarding, and training new service technicians
• Support the development of residential and commercial service opportunities
• Handle escalated customer concerns related to the service department when necessary
• Communicate department performance, staffing needs, issues, and opportunities to company leadership
• Maintain accountability for company vehicles, equipment, tools, and technology assigned to the service team
• Perform other service-management duties as reasonably required to support company growth and operations