Job Description

Service Manager

Department: Manufacturing/Operations/Service

Employment Type: Full Time

Location: Pittsburgh

Description

The Service Manager is responsible for leading the daily operations, performance, safety, and profitability of the service department. This position oversees service technicians, senior service technicians, service coordinators, and service-related workflow to ensure customer needs are met in a timely, professional, and cost-effective manner. The Service Manager drives technician productivity, customer satisfaction, warranty control, documentation accuracy, safety compliance, and continuous improvement across all assigned service operations.

Key Responsibilities

• Lead, schedule, and manage the daily activities of service technicians assigned to the division, ensuring work is prioritized, dispatched, completed, and documented efficiently.
• Provide direct oversight and coaching to senior service technicians and field technicians on troubleshooting, repair strategy, labor planning, service procedures, and complex customer issues.
• Partner with service coordinators to improve scheduling discipline, customer communication, work order accuracy, billing readiness, and overall paperwork flow.
• Review open work orders, technician efficiency, labor utilization, warranty activity, service backlog, and customer service trends to identify areas for improvement and take corrective action when needed.
• Maintain strong customer relationships by responding promptly to service concerns, resolving complaints professionally, and reinforcing customer confidence in FS-Compression’s service capabilities.
• Drive workmanship quality and technical consistency by reinforcing company standards, manufacturer requirements, proper documentation, and professional field practices.
• Develop, train, and evaluate service technicians to ensure technical competency, safe work practices, customer-service professionalism, and continued growth within the compressed air industry.
• Support quoting and planning for service projects, repairs, replacements, installations, upgrades, preventative maintenance agreements, and other customer service needs.
• Oversee warranty work to ensure proper authorization, documentation, parts usage, claim support, and cost control while minimizing the negative impact on service department revenue.
• Promote compliance with company policies, safety requirements, customer site rules, environmental practices, and applicable regulatory standards.
• Manage service department assets, including service trucks, tools, equipment, and materials, to ensure they are maintained, assigned appropriately, and used responsibly.
• Collaborate with sales, parts, warehouse, accounting, factory representatives, and other department leaders to improve workflow, communication, customer responsiveness, and overall branch performance.
• Participate in hiring, onboarding, staffing plans, and technician capacity reviews to maintain appropriate service coverage based on workload, customer demand, and approved business needs.
• Continuously improve knowledge of compressors, dryers, filtration, piping, condensate management, controls, vacuum systems, blowers, and related compressed air technologies through training, factory schools, industry events, and technical publications.

Skills, Knowledge and Expertise

• Computer skills required: Inventory Software; Microsoft Office; Payroll Systems; Project Management Software
• Knowledge of export regulations and documentation requirements
• Knowledge of mathematics and basic statistics, including use of Excel for performance tracking
• Excellent customer service skills, including phone etiquette and email correspondence.
• Firm commitment to excellence and high standards
• Proven excellence in teambuilding and leadership skills; able to enhance team productivity and standards of work produced
• Excellent verbal and written communications skills including ability to listen attentively and to communicate information clearly and effectively
• Interpersonal influence; able to collaborate and work closely with other departments and leadership
• Excellent problem solving, process analysis, and improving business practice skills
• Outstanding time-management skills with proven ability to manage multiple projects at a time while meeting deadlines
• Good judgement skills with the ability to make timely and sound decisions
• Detail oriented and highly organized with the ability to prioritize duties and responsibilities
• Self-motivated, resourceful and adaptable; able to work independently within team focused environment
• Must possess a strong personal desire for improvement and the desire to motivate others to be better tomorrow than they are today
• Proficient with Microsoft Office 365 software; SAP experience preferred