Service Manager | Monsey, NY · $75,000–$100,000
About the Role
This role owns the service department end to end — from vendor and technician oversight to the systems that keep cases moving. The Service Manager is the driving force behind faster resolutions, tighter accountability, and a service culture built on urgency and clear communication. It's a hands-on leadership seat for someone who wants to turn a reactive department into a proactive, well-run operation.
Key Responsibilities
Customer Service & Case Resolution
- Ensure fast response and resolution times
- Improve communication with customers and drive consistency
- Reduce unresolved and aging cases, and cut delays and turnaround times
Vendor Management
- Hold vendors accountable to service processes
- Track vendor performance and reimbursement
- Identify trends and delays, and drive improvement in weak areas
Process, Systems & Reporting
- Build efficient, scalable service processes
- Improve tracking for parts, vendors, technicians, and warranties
- Help automate service workflows and customer updates
- Monitor department KPIs and dashboards, including response times, open cases, vendor delays, and resolution timelines
Team Leadership
- Train and support service coordinators
- Create accountability and consistency across the department
- Build a strong service culture focused on urgency and communication
Qualifications
- Proven ability to lead people and manage teams and workloads
- Highly organized, detail-oriented, and process-driven
- Calm under pressure with strong problem-solving skills
- Excellent communicator who can handle escalations professionally
- Customer-focused while holding vendors and teams accountable
- Strong sense of urgency, ownership, and follow-through
Interested? Send your resume to: Mendy@bhirednyc.com