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Skillcloud HCM

Posted 1 month ago

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Service Manager

Scarborough, MaineOn-siteFull-time

AI Summary

Service Manager oversees a growing team of 35+ technicians, drives department KPIs, budgets, processes, and cross-department collaboration to ensure customer satisfaction and revenue growth.

About this role

Mainely Tubs/Service Manager / Scarborough, Maine

Mainely Tubs, New England's leading retailer and servicer of hot tubs, swim spas, and saunas for over 40 years, is looking for a friendly, driven and team-oriented Service Manager to become part of the team based in Scarborough, Maine.

We are growing rapidly, with showrooms in Maine, Massachusetts, New Hampshire, and Rhode Island. Our products promote health and wellness, reduced aches and pains, and wholesome family time—they make customers happy, and we enjoy the satisfaction that they bring.

This position is part of a development program intended to be to be a 6 month training to develop our next Service Manager while working closely with our existing Service Manager and with our VP of Operations and begin their tenure at Mainely Tubs by doing a rotation through all areas of our Operations Department to learn our business from the bottom up.

This will include spending their first 6-8 weeks on the road with our Service Technician Leads servicing hot tubs, swim spas, and saunas and learning our products, as well as attending a week of Tech training with our manufacturer in Vista, California. Following this rotation, they will shadow our Service Manager in all areas of their position with the goal of providing them with a solid foundation in our industry and a smooth transition into the Service Manager role.

Service Manager Position Summary: Oversight of our growing service department, including managing and supporting our team of 30 Field Service Technicians and 3 in-house refurbishment Technicians. Our Service operations cover Maine, New Hampshire, Massachusetts, and Rhode Island, and our Service Manager will work to ensure internal and external customer satisfaction, grow Service Department revenues, develop and monitor department Key Performance Indicators (KPIs), and attract and retain outstanding talent. Our Service Manager will also oversee their direct reports, including our Service Technician Supervisors, and run our weekly meeting with our Tech Leads.

Successful candidates must be experienced in Department Management, including developing and managing a budget and strategic plan, Customer Service escalations, People Management, and Financial and Operational reporting, including the use of Excel for tracking and reporting department and financial KPIs.

Benefits of the Job:

  • 100% employee-owned, and all team members begin receiving annual grants of company stock in their second year
  • Generous benefits package and paid time off
  • Company contribution to HSA
  • Opportunity for continued career development
  • Competitive salary starting at $90k commensurate with experience

    • Requirements for the Service Manager:

  • 3-5+ years in management, preferably in a service or delivery/route/logistics department
  • Possess the qualities of humility, hunger/drive, and “people smarts”/interpersonal skills
  • Strong customer service skills, including an advanced ability to de-escalate conflict
  • Advanced computer skills and business acumen (proficiency with Microsoft Office applications – Excel, Outlook, Word)
  • Strong problem-solving/troubleshooting abilities
  • Proven success in motivating and developing a team
  • Excellent time management & organizational skills, the ability to multi-task is essential
  • Ability to work well under pressure & adapt to changing deadlines/priorities and work extended hours as needed
  • Excellent communication and ability to effectively collaborate with other departments
  • Ability to travel to showrooms/warehouses throughout New England for service meetings and training
  • Understanding of general construction, electrical, and plumbing is desirable

    • Responsibilities:

  • Collaborate with our Department Managers for Sales, Delivery and Accounting on jointly solving cross-department problems
  • Develop and maintain effective department processes to measure and maintain customer satisfaction
  • Resolve and/or escalate customer issues to ensure prompt and satisfactory resolution
  • Regularly review schedule and work with our schedulers on route optimization
  • Review billing disputes and respond promptly to the customers and accounting
  • Manage and lead a growing department of 35+ Field and in-house Technicians
  • Demonstrate leadership in developing and sharing best practices
  • Recruit, hire, develop and retain key talent of the Service Department; manage onboarding and training.
  • Implement new policies and procedures as required
  • Master the use of all company software
  • Prepare and report on the department's financial and operating KPIs
  • Work with our Inventory Specialists on processes to maintain accuracy regarding vehicle inventory
  • Participate in weekly Operations and Department Head meetings with senior management
  • Create department goals and budgets that align with Company financial and operational objectives
  • Maximize department performance through goals/objectives, coordination, and delegation of duties

    • Skills

    BudgetingCommunicationConstruction KnowledgeCustomer ServiceData AnalysisDe-escalationElectrical KnowledgeExcelFinancial ReportingInventory CoordinationKPI TrackingMicrosoft OfficeOperational ReportingOutlookPlumbing KnowledgeProblem SolvingRecruitingRoute OptimizationSchedulingTeam LeadershipTime ManagementTrainingWord

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