Service Manager

Job Summary:

The Service Manager is a critical leadership role at Zoom Drain, responsible for managing the service team to achieve outstanding customer satisfaction, uphold high levels of workmanship, and meet the company’s sales and operational goals. The role demands strong leadership, a commitment to ongoing training, and a customer-first attitude.

Key Responsibilities:

• Oversee daily operations and provide early morning support to Dispatchers, Field Supervisors, and Service Technicians to ensure optimal service delivery
• Develop and implement strategies for business growth, including identifying new market opportunities and enhancing customer service protocols
• Foster strong relationships with existing customers and engage in outreach to potential clients to expand the company's market presence
• Lead and mentor the service team, conducting training, inspections, and overseeing the progression from Apprentice to Technician to ensure high-quality service
• Implement and uphold company policies and procedures, ensuring all team members adhere to industry standards and compliance requirements
• Analyze service department performance and sales activities, identifying trends and areas for improvement to meet or exceed sales goals
• Coordinate recruitment, training, and retention strategies for Service Technicians and Apprentices, promoting a culture of professionalism and continuous learning
• Manage the service department budget, resources, and equipment, ensuring cost-effective operations and maintenance of company standards
  
  

Skills and Qualifications:

• Proven experience in service management, preferably in the plumbing, HVAC, or drain service industry
• Use of or willing to learn Service Titan software
• Strong leadership and team management skills
• Excellent communication and customer service skills
• Technical proficiency in plumbing and drain services
• Ability to handle high-pressure situations and make customer-centric decisions
• Proficient in time management and organizational skills
• Knowledge of industry safety standards and regulations
  
  

Benefits and Compensation:

• Competitive salary with bonus potential based on the department’s performance
• Paid Time off
• Continuous professional development and training
  
  

Working Hours:

The Service Manager is expected to be available to support the service team during peak operational hours and for emergency situations. Typical support hours are early morning through mid-morning with additional responsibilities throughout the day .

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