Service Manager

Position Overview We are seeking an experienced, results-driven Appliance Repair Service Manager to lead our growing field and office operations across Southeast Michigan and Northwest Ohio. In this role, you will directly oversee a dedicated team of 6 Field Technicians and 3 Customer Service Representatives (CSRs). You will be responsible for operational efficiency, dispatch optimization, team accountability, and driving profitability while maintaining elite levels of customer satisfaction.

Key Responsibilities Team Leadership:

Manage, mentor, and evaluate 6 field technicians and 3 office CSRs.

Operational Workflow:

Bridge the gap between the office and the field. Ensure CSRs book efficiently and technicians execute jobs smoothly.

Cross-Border Dispatching:

Optimize daily technician routing across the MI/OH state line to minimize drive times and maximize completed calls per day.

Performance Metrics:

Monitor and improve key performance indicators (KPIs), including First-Time Fix Rates, technician efficiency, and CSR booking rates.

Inventory & Parts Control:

Oversee truck stock inventory, part ordering processes, and vendor relationships to ensure parts arrive rapidly.

Technical Support:

Serve as an escalation point for complex technical repair issues or high-priority customer service complaints. Requirements 3+ years of management experience in residential service, HVAC, plumbing, or appliance repair industries. Strong knowledge of residential appliance repair (refrigeration, cooking, laundry) is highly preferred but not required EPA Certification (Type I / Universal) is a major plus. Proficiency with modern dispatch/FSM software (e.g., PAI, SCS, EPASS). Valid driver's license with a clean driving record (required for regional travel). Benefits Competitive base salary plus performance-based monthly/quarterly bonuses. Company-provided vehicle and fuel card. Health insurance. Paid time off (PTO) and holiday pay. Company phone, laptop, and ongoing professional development.

Pay:

$65,000.00 - $80,000.00 per year

Work Location:

In person