Job Description

The Service Manager is a hands-on, results-driven leader, reporting to the Vice President of Service. This position requires a strong customer focus, exceptional problem-solving abilities, and a commitment to operational excellence. The Service Manager will effectively lead and develop teams, manage resources strategically, exercise sound financial judgment, and leverage technical expertise to drive service performance. The ideal candidate excels in communication, conflict resolution, time management, and change leadership while fostering a culture of accountability and continuous improvement.

Service Operations Management

• Direct and oversee daily service department operations.
• Manage call activity to maximize productivity and response times.
• Monitor service performance metrics including response time, first-call effectiveness, call backlog, customer uptime, and technician utilization.
• Ensure service work orders are completed accurately and close promptly.
• Develop and implement processes that improve service delivery and operational efficiency.
• Maintain compliance with company policies, manufacturer standards, and safety requirements.

Team Leadership

• Recruit, train, coach, and develop service technicians and support staff.
• Conduct performance reviews and establish performance goals.
• Provide technical guidance and escalation support for complex service issues.
• Create an Exceptional Customer Experience.
• Make your teams feel valued, appreciated and important to the success of the company.
• Foster a culture of teamwork, accountability, continuous improvement, and ethical leadership.
• Manage staffing levels to support business growth and customer requirements.

Customer Relationship Management

• Serve as the escalation point for customer concerns and service-related issues.
• Ensure high levels of customer satisfaction and retention.
• Conduct regular customer reviews and follow-up visits as needed.
• Partner with sales teams to support customer renewals, equipment upgrades, and new business opportunities.
• Maintain strong relationships with key accounts and manufacturing partners.

Parts and Inventory Management

• Work with the inventory team to maintain adequate inventory levels for service parts and supplies.
• Monitor parts usage, returns, and inventory accuracy.
• Ensure company assets and service vehicles are properly maintained.

Experience Required

• 3-5 years of leadership experience

Our Culture

We take pride in being a high-trust, team-focused organization where people are supported, heard, and able to grow. Our Glen Allen, VA team works in person and enjoys collaboration, transparency, and shared problem-solving.

Benefits

• Competitive pay and advancement opportunities.
• Comprehensive health benefits and retirement plans.
• Generous paid time off.
• Ongoing training and development.
• Employee recognition events.
• Opportunities to support youth and community initiatives through Imprint.

If you're ready to bring your expertise to a place where you are appreciated and your work drives real impact, we'd love to meet you. Apply today!