Field Supervisor/Service Manager

Guild Garage Group • Nashville, TN

4d • $80,000 - $80,000 • Onsite

About The Position

The Service Manager is responsible for the overall performance, accountability, culture, and profitability of the service department at All 4 Seasons. This leader will drive technician performance, ensure operational excellence, maintain a high-performance culture, and create a best-in-class customer experience. This role is not a desk job. The ideal candidate spends time in the field coaching technicians, conducting ride-alongs, reviewing KPIs, handling customer escalations, interviewing and onboarding new talent, and developing the team through structured one-on-one coaching. The Service Manager will own service revenue growth, technician development, operational consistency, customer satisfaction, and department profitability.

Requirements

• 5+ years service industry experience
• 3+ years leadership experience
• Experience managing technicians
• Strong understanding of service KPIs
• Experience conducting ride-alongs and coaching
• Proven track record of growing revenue and profitability
• Experience handling customer escalations
• Strong Leadership Presence
• Competitive & Results Driven
• High Emotional Intelligence
• Strong Communicator
• Problem Solver
• Field Coach Mentality
• Process-Oriented
• Customer-Focused
• Undergo pre-employment Background and Drug Screenings, as well as a Motor Vehicle Record Check.

Nice To Haves

• Familiarity with ServiceTitan

Responsibilities

• Lead daily service huddles and team meetings.
• Set clear expectations and hold technicians accountable to company standards.
• Conduct weekly one-on-one meetings with technicians.
• Create performance improvement plans when necessary.
• Coach and develop technicians to improve sales, customer service, and technical skills.
• Build a culture of ownership, accountability, and continuous improvement.
• Monitor and manage department performance through daily, weekly, and monthly KPI reviews.
• Identify performance gaps and implement action plans to improve results.
• Conduct regular technician ride-alongs.
• Observe sales process execution.
• Ensure proper use of company sales systems.
• Coach technicians in real time.
• Evaluate technical performance and customer interactions.
• Reinforce company standards and best practices.
• Run daily service meetings.
• Monitor technician schedules and dispatch efficiency.
• Ensure proper capacity planning.
• Verify jobs are properly completed and documented.
• Review service opportunities and revenue forecasts.
• Support dispatch and CSR teams when needed.
• Recruit top service talent.
• Conduct first-round interviews.
• Evaluate technical ability and cultural fit.
• Assist with hiring decisions.
• Build a pipeline of future technicians and leaders.
• Manage onboarding process for new employees.
• Ensure completion of training programs.
• Conduct 30, 60, and 90-day check-ins.
• Establish performance expectations from day one.
• Accelerate technician development.
• Handle high-level customer concerns.
• Resolve service issues professionally.
• Protect company reputation.
• Turn dissatisfied customers into promoters.
• Work with technicians to prevent recurring issues.
• Ensure adherence to company processes.
• Maintain consistency in service execution.
• Audit job quality.
• Review callbacks and warranty trends.
• Identify operational inefficiencies.
• Implement corrective actions.

Benefits

• Health, Dental, Vision, Life Insurance, PTO, Paid Holidays, 401(k) with match, HSA/FSA, Short & Long-Term Disability
• Access to top-tier training and leadership development
• Discounts
• Referral bonuses

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed