JOB DESCRIPTION

Service Manager

The Service Manager is responsible for the successful sale and execution of Service Projects, Tenant Improvements, Time and Material work, and Renewable Maintenance Agreements. This is accomplished by leveraging the existing customer base, skilled labor force, and Service Project Management staff. Retaining and strategically adding highly motivated personnel within company compensation policies is essential. Meeting or exceeding both external and internal customer expectations related to professionalism, timeliness, and ethics is an ongoing objective of this role. Developing and managing the Delivery Process is a key component of the position. The Service Manager works closely with the team to grow the customer base and increase customer satisfaction.

Essential Functions

• Monitor proposal and bid activity levels in key business segments, primarily owner-direct or contractor opportunities on owner-managed accounts (Retrofit, Repairs, Maintenance, and Integration).
• Review estimates, pricing proposals, and non-standard contractual documents on large or high-risk transactions.
• Prospect, qualify, and secure new projects and maintenance opportunities for the service department.
• Assist in estimating, proposal generation, and customer presentations as needed to secure new business.
• Run quarterly sales meetings with the sales staff (at minimum).
• Promote team selling between construction and service departments.
• Provide project development support with operational staff as necessary to Project Managers in solutions, applications, execution, and cost estimating strategies.
• Manage internal resources to exceed customer expectations while ensuring all contractual scope of work is completed on time and within budget.
• Complete multi-year maintenance planning and scheduling utilizing contractual documents, customer interface, and site or equipment experience.
• Interface and communicate with customers for loyalty, satisfaction, and quality assurance activities.
• Create and execute improvement plans for the service business based on customer feedback.
• Manage financial aspects of service contract agreements ensuring continued profitability and cost containment.
• Ensure customers perceive the value of provided services.
• Ensure adequate and sustainable growth in Renewable Maintenance Agreements.
• Manage renewals of all customer WebCTRL licenses and upgrades.
• Set service charge rates in accordance with market trends and competitive analysis.
• Assist in problem-solving, conflict resolution, and collections with consistency and timeliness.
• Collaborate with customers to align product offerings and service capabilities with business and facility needs.
• Oversee service standards, process execution, and quality assurance of the local service operations team.
• Review and participate in analysis of monthly financial statements for the assigned region.
• Review monthly incentive compensation calculations and draw account requests for Project Managers.
• Lead the local team using leadership and change management techniques to deploy new service strategies, standards, and processes as needed.
• Manage service group workload and resource capacity through effective planning and allocation.
• Oversee cost accountability of team members through leadership, communication, and coaching.
• Administer individual skills assessments and annual professional development planning for operations personnel.
• Support development of methods and processes to increase personnel efficiency while reducing operational costs.
• Develop local market networking and third-party recruiting relationships to support hiring of operational and sales staff.
• Develop annual staffing and recruiting strategy to support business growth.
• Proactively evaluate potential issues on service projects and maintenance agreements and initiate action plans with Service Project Managers to limit risk.
• Maintain productive relationships with customers, project managers, office staff, and field personnel.
• Manage individual and departmental productivity on a monthly and YTD basis to meet expected performance metrics.
• Develop operational group supervisor roles to support business growth.
• Pursue personal development in market and industry technologies to support operational excellence.
• Ensure customer satisfaction and retention in all service-related matters.
• Perform other duties as assigned by leadership.

Education and Experience

• Bachelor’s degree in Engineering and/or 10–15 years of related work experience.
• Proven ability to achieve growth and hit sales targets by successfully managing a sales team.
• Ability to operate independently while exercising sound judgment regarding when to consult or escalate matters.
• Demonstrated high level of integrity.
• Ability to communicate advanced concepts clearly to junior stakeholders.
• Strong interpersonal and project management skills with the ability to manage high business volume.
• Demonstrated ability to delegate effectively and assign resources appropriately to resolve issues.

Competencies

• Proactivity / Initiative – Identifies what needs to be done and accomplishes it with minimal supervision.
• Perseverance – Demonstrates resilience in achieving challenging goals.
• Insight – Gathers and interprets information to identify new opportunities.
• Engagement – Communicates a persuasive vision using logic and emotional intelligence.
• Teamwork – Works effectively toward shared goals in an authentic and supportive manner.
• Big Picture Thinking – Understands and contributes to short- and long-term business strategy.
• Motivation / Dedication – Commits to excellence and collective success.
• Technical Curiosity / Willingness to Learn – Seeks new knowledge and embraces feedback and change.
• Problem-Solving – Identifies, analyzes, and resolves challenges to support organizational objectives.

Physical Requirements

• Regularly lift and/or move up to 10 pounds; occasionally lift and/or move up to 30 pounds.
• Close and distance vision required.
• Ability to hear customers via telephone.
• Regularly required to walk, sit, climb, balance, stoop, kneel, crouch, or crawl (including light equipment maintenance such as refilling office equipment).
• Ability to frequently climb ladders.
• Ability to navigate active job/construction sites while adhering to safety policies.
• Regular and routine attendance is required.