Job Description
Job Description
Job Description
Description:
Service Manager Role Overview Manage staff and ensure exceptional customer experiences by delivering high-quality service on every call.
Key Responsibilities Sales Integration & Cross-Department Collaboration - Implement sales strategies across departments following Nexstar best practices to drive profitability.
- Attend daily huddles and collaborate with other departments to maximize cross-sales and lead generation.
Team Development & Training - Coach technicians to build customer rapport and recommend appropriate products and services.
- Conduct at least one product/technical training every two weeks.
- Hold one soft skills training session every two weeks.
- Perform ride-alongs with each technician every 10 days (ride in the same vehicle).
- Conduct weekly one-on-one meetings to address technician concerns and provide individual support.
Performance Management & Accountability - Monitor and hold technicians accountable to meet and exceed revenue and KPI goals, including:
- Conversion rates, average ticket, tasks per option, membership conversion, sold hours, and callback ratios.
- Work closely with dispatch and customer service to align operations with business goals.
- Ensure dispatchers assign the right technician to each call and monitor technician performance.
- Utilize Rilla technology to track technician engagement on every call.
Operational Oversight & Scheduling - Manage team schedules to align with demand, including on-call rotations, and approve or deny vacation requests.
- Ensure incentive programs are fair, consistent, and well-documented.
- Review and approve invoices, timesheets, incentives, and performance metrics.
- Provide technical assistance to field technicians as needed.
- Perform service and sales calls when required.
- Participate in the manager on-call rotation, offering after-hours and weekend support to technicians on after hours calls.
Vehicle & Inventory Management - Perform biweekly vehicle inspections and ensure technicians maintain vehicle cleanliness.
- Technicians with take-home vehicles must wash them monthly or when visibly dirty, whichever comes first.
- Assist with year-end material inventory of company vehicles and warehouse, ensuring completion within three days.
- If not completed within 3 business days all employees (including managers) must report to the office on the following weekend until inventory has been completed.
Company Events - Attend & Participate in the mandatory “Trunk or Treat” event hosted by Go Green in the month of October every year.
- Participate in a minimum of 4 yearly events not including the mandatory “Trunk or Treat” event during the month of October.
KPI & Financial Performance - Ensure department performance aligns with management targets for:
- Gross profit, labor costs, material expenses, and subcontractor usage.
Accountability Standards - Review invoices to ensure compliance with service standards:
- Options Per Call: HVAC (3-4), Plumbing/Electrical (4-6)
- Tasks Per Option: HVAC (3+), Plumbing (4+), Electrical (3+)
- Demand Conversion Rates: HVAC (80%), Plumbing (80%+), Electrical (80%)
- Membership Conversion: 30%
- Along with all other specified KPI's that align with Nexstar best practices.
- Confirm every call includes clear documentation with photos, videos, and written notes.
- Confirm Rilla is being utilized on every service call ran.
Requirements
Competencies for Success - Proven experience in operations, or leadership.
- Willingness to get in the trenches with your team, no superiority complex, at Go Green, we are a team!
- Coachable, Humble, and Readiness to GROW
- Ability to inspire and motivate teams to achieve company goals.
- Strong organizational skills with excellent follow-through.
- Effective verbal and written communication abilities.
- Sound decision-making skills, especially in high-pressure situations.
- Public speaking or presentation skills are a plus.
- Empathetic leadership and ability to build trust.
- Thrive in fast-paced, goal-oriented environments.
Requirements:
Competencies for Success
- Develop a proven track record in operations
- Ability to inspire and lead others to attain company goals.
- Highly organized with exceptional follow-through abilities.
- Strong verbal and written communications.
- Quick, sound decision-making abilities.
- Good presentation and public speaking skills is a plus.
- Ability to build trust and demonstrate empathy.
- Excel in a fast-paced, goal-driven environment.
PI277509538
Job Tags
For subcontractor, Work at office, Weekend work,