Service Manager

Responsibilities:

• Oversee the daily operations of the field service department, managing all aspects of scheduling, field service execution, customer support, reporting, technician performance, and service-related workflow.• Lead field service technicians while also performing service work and jobsite support as needed in a working manager capacity.• Ensure organized scheduling of service personnel and resources to meet customer needs and improve department responsiveness and efficiency.• Coordinate parts and materials for service jobs, ensuring technicians have what they need to complete work safely, efficiently, and accurately.• Prepare repair and replacement quotes / proposals based on technician findings, jobsite evaluations, and customer needs.• Review technician findings and provide recommendations for repair or replacement solutions where appropriate.• Follow up on open quotes and support proposal activity to help drive service growth, customer retention, and replacement sales opportunities.• Troubleshoot wastewater pumps, lift stations, control panels, VFDs, grinders / chopper pumps, mixers, municipal equipment, and odor control equipment.• Handle escalated customer service issues and provide technical recommendations to customers in support of service resolution.• Maintain strong working relationships with municipalities, utility authorities, and contractors.• Visit customer sites to support field troubleshooting, service planning, issue resolution, and team effectiveness.• Review field service reports and startup reports for accuracy, completeness, and quality before final delivery or follow-up.• Ensure startup documentation is correct and that service team startup procedures are being performed properly.• Monitor technician utilization and support the effective use of service labor and resources.• Train, coach, and develop field service technicians to improve technical capability, reporting quality, consistency, and overall team performance.• Evaluate technician performance and provide ongoing feedback, accountability, and support.• Maintain service standards and SOPs to promote consistency, safety, and quality across the service team.• Lead safety meetings / toolbox talks and reinforce safe work practices in the office, shop, and field.• Ensure compliance with OSHA requirements, rigging / lifting safety practices, confined space awareness, and other applicable safety expectations.• Participate in and manage the on-call rotation, including after-hours emergency response coordination as needed.• Maintain professional communication with customers, team members, and internal departments at all times.• Support sales team opportunities indirectly through strong service execution, technical input, and identification of customer needs in the field.Experience and Requirements:
• Minimum 2+ years of relevant experience required.• Management experience required.• Field service experience required.• Wastewater and / or pump industry experience strongly preferred.• Strong electrical and mechanical troubleshooting experience required.• Knowledge of 1/240, 3/208, 3/240 and 3/480 volt electrical services.• Demonstrated ability to lead a field service team in a hands-on, working manager role.• Strong organizational skills and accountability.• Calm under pressure with the ability to respond effectively to service issues and changing field conditions.• Technically strong with proven troubleshooting ability across mechanical and electrical systems.• Good communication skills and ability to maintain professional communication with customers and internal teams.• Coach / trainer mindset with the ability to develop technicians and improve team performance.• Strong problem-solving ability and customer-focused approach.• Team-first attitude with self-starter mentality.• Valid driver's license required.• Clean driving record required.• CDL not required / preferred.• Drug Test and Background Checks are required• Ability to read and interpret electrical schematics required.• Ability to read pump curves and technical submittals required.• Ability to read and interpret O&M manuals, wiring diagrams, installation instructions, and startup procedures.• High school diploma required.• Associate degree and / or technical school preferred.• Proficiency in Microsoft Outlook, Excel, and Word.• Ability to complete computer-based reporting and documentation accurately and on time.Supervisory Responsibility:This position has direct supervisory responsibility for field service technicians.Travel:This role requires a combination of office, shop, and field-based work. Approximately 60% of time will involve travel in support of customer visits, field service activity, troubleshooting, and service team oversight. Travel is primarily local day travel, though occasional overnight travel may be required. Must be able to work in office, shop, and active jobsite environments, including wastewater environments. Must be able to lift up to 50 lbs. Participation in an on-call rotation is required.