Service Manager: Lead Techs, Solve Escalations, Drive Ops

LeoForce; Chicopee (MA); On-site; USD 85,000 - 110,000; Full time

Job summary

LeoForce in Chicopee, MA is seeking a Service Manager to lead, coach, and support technicians responsible for dock, door, and related systems. You will schedule and dispatch calls, serve as the main point of contact for customer issues, and ensure teams have the tools and information they need.

You will monitor labor hours and KPIs, coordinate with parts, sales, and installation teams, and promote a strong safety culture with OSHA compliance.

Qualifications

• Proven experience managing a service team (dock & door, industrial equipment, construction, or similar trades preferred).
• Strong knowledge of overhead doors, dock levelers, dock seals/shelters, gates, or related mechanical systems.
• Excellent leadership and communication skills — you know how to motivate people and hold them accountable.
• Valid driver's license with a clean driving record.

Responsibilities

• Lead, coach, and support service technicians to perform safe, efficient, high-quality work.
• Schedule and dispatch service calls for dock equipment, overhead doors, gates, and related systems.
• Act as the main point of contact for service-related customer issues and escalations.
• Ensure technicians have the tools, training, and information needed to succeed.
• Monitor job progress, labor hours, and service KPIs to keep operations on track.
• Coordinate with parts, sales, and installation teams to ensure seamless service delivery.
• Promote a strong safety culture and ensure OSHA and company compliance.
• Conduct performance reviews, training, and ongoing technician development.
• Jump in and solve problems personally when things don't go as planned — because they won’t always.

Skills

Leadership

Communication

Team management

Driver's license

Tools

NetSuite

OSHA certification

Job description

LeoForce in Chicopee, MA is seeking a Service Manager to lead, coach, and support technicians responsible for dock, door, and related systems. You will schedule and dispatch calls, serve as the main point of contact for customer issues, and ensure teams have the tools and information they need.

You will monitor labor hours and KPIs, coordinate with parts, sales, and installation teams, and promote a strong safety culture with OSHA compliance.