Summary of the Job:
The Senior Service Manager is responsible for leading the operational, financial, and customer service performance of multiple service regions while providing leadership and development to Service Managers, Service Technicians, and support personnel. This position oversees regional profitability, workforce management, customer retention, safety compliance, and service execution to ensure exceptional customer experience and achievement of company goals. The Senior Service Manager serves as a strategic business partner focused on operational excellence, employee engagement, and sustainable growth.
A Day in the Life:
The Senior Service Manager provides strategic leadership and operational oversight for multiple service regions to ensure safe, efficient, and profitable operations.
Lead, coach, mentor, and develop Service Managers and service teams across assigned territories.
Foster a positive team environment while maintaining visibility and engagement with managers, technicians, and support personnel.
Maintain full responsibility for multi-region profit and loss (P&L) performance, budgeting, forecasting, and achievement of EBITDA goals.
Drive operational excellence through effective workforce planning, technician utilization, scheduling, and resource management.
Oversee regional payroll processes and labor utilization programs.
Establish and monitor key performance indicators related to productivity, customer service, profitability, utilization, and employee performance.
Partner with recruiting and operational leadership to interview, hire, and onboard management and technical personnel as needed.
Conduct annual performance reviews and implement coaching and performance improvement plans when necessary.
Improve customer and employee retention through proactive engagement and relationship management.
Develop and maintain strong relationships with key customers and strategic accounts.
Resolve escalated customer concerns and ensure timely, effective communication and issue resolution.
Monitor market performance and implement strategies to grow market share while delivering premier customer service.
Oversee service scheduling, dispatch operations, and allocation of technicians, equipment, and vehicles to meet customer needs.
Ensure consistent operational processes, procedures, and service standards across multiple regions.
Coordinate communications among field personnel, management, customers, and support departments.
Review and maintain service records, work orders, inventory information, expenses, and operational reporting utilizing ASCENT Software and other company systems.
Determine personnel, equipment, materials, and vehicle requirements based on customer demands and business objectives.
Review operational metrics and financial reports to identify trends, risks, and continuous improvement opportunities.
Ensure adherence to company policies, procedures, objectives, and regulatory requirements.
Promote workplace safety and enforce safe work practices and accident prevention procedures.
Provide leadership support during emergency service situations, operational disruptions, and critical customer escalations.
Participate in weekend dispatch rotation and after-hours support as required.
Assist as a technical and operational resource for Service Managers and Lead Technicians.
Lead strategic initiatives, process improvements, and operational excellence programs within assigned territories.
Perform any other duties assigned by manager(s).
Participate in and lead training for career development, safety, and maintaining required certifications.
Conduct and support client engagement activities to strengthen relationships with clients and increase understanding of their needs.
Must be able to manage customer portals in real time.
Organizational Core Competencies:
Perform all duties with integrity, safety, and professional mentality
Promote a positive and inclusive work/team environment
Communicate all program…