Service Manager
Pay: $65,000–$75,000 per year, depending on experience
Location: Near Clifton Park, NY
Schedule: Full-time, Monday–Friday, 7:00 AM–4:30 PM, with rotating on-call weekends
Position Summary
The Service Manager is responsible for overseeing the day-to-day operations of field technicians within an assigned geographic coverage area. An electrical background with hands-on field experience is mandatory, since this knowledge is critical for providing proper oversight, guidance, and technical support to electrical service technicians.
Responsibilities and Duties
- Review schedules and assignments: confirm technician dispatch and job priorities
- Lead a brief team huddle to communicate daily goals and reinforce company best practices
- Check inventory needs to ensure technicians have the required parts, tools, and materials for scheduled jobs
- Monitor job progress, track completion status, address delays, and reassign resources as needed
- Proactively update customers on arrival times, delays, or changes
- Support technicians by resolving technical, logistical, or operational issues promptly
- Provide assistant service managers with the information needed for accurate proposal development and submission to clients
- Review incomplete work orders, identify outstanding needs (parts, labor, scheduling), and take corrective action
- Coordinate with vendors on pricing and availability requests
- Spot-check completed jobs for quality control and compliance with company standards
- Acknowledge quickly: respond to the customer within 15 minutes of escalation
- Gather facts: review work order details, technician notes, and customer feedback
- Assess impact: determine urgency around safety, compliance, and customer satisfaction
- Deploy resources: assign a senior technician or additional support immediately if needed
- Communicate a resolution plan: inform the customer of next steps and timeline
- Follow up: confirm completion and update the VP of Operations if high-impact
- Update the service software system to ensure job statuses, notes, and billing details are accurate
- Review KPIs: jobs completed, first-time fix rate, and any missed appointments
- Review tomorrow's schedule to confirm staffing and resource allocation
- Send a brief summary report to the VP of Operations on performance and issues
Qualifications & Requirements
- Excellent verbal and written communication skills
- Excellent interpersonal and customer service skills
- Proficient in Microsoft Office Suite (Outlook, Excel, Word, OneDrive) or related software
- Excellent organizational skills and attention to detail
- Basic understanding of clerical procedures and systems, such as recordkeeping and filing
- Ability to work independently
- Prior service management or dispatch experience preferred
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redShift Recruiting is the region's premier recruiting agency with over 100 years of combined experience in the recruiting field. We specialize in permanent, temporary, and temp-to-hire positions. Our superior service combined with our highly qualified and carefully selected bank of candidates sets us apart.