Sales and Service Mnager

SEER GROUP•Garfield Township, MI

2d•$80,000 - $110,000

About The Position

The Sales and Service Manager leads the company's sales, service, dispatch, and call center operations, with responsibility for departmental performance, continued growth, customer experience, and achievement of revenue, gross profit, and profitability goals. As a member of the leadership team, this role develops managers and team members, strengthens accountability, and coordinates with sales, service, marketing, installation, ownership, and other functions. The position directly oversees the Service Manager, sales personnel, call center personnel, and other assigned team members. The manager identifies opportunities for improvement, addresses operational challenges, implements business strategies, and builds the people, systems, and processes needed to support growth. Responsibilities include setting and monitoring goals and KPIs; coaching managers and employees; managing sales and service performance; improving call center conversion and customer follow-up; supporting scheduling and cross-department coordination; forecasting revenue; monitoring budgets and costs; and communicating performance and opportunities to leadership and ownership. Success is measured by building high-performing departments that provide an exceptional customer experience and meet revenue, profitability, and long-term growth objectives.

Requirements

Demonstrated leadership and team development capabilities.
Ability to motivate, coach, and inspire employees to achieve individual and departmental goals.
Strong verbal and written communication skills.
Advanced Microsoft Excel skills and ability to analyze and interpret business data.
Strong financial and business acumen, including understanding of revenue, gross profit, labor costs, and departmental budgets.
Ability to establish expectations and hold team members accountable constructively and in a positive, results-oriented manner.
Strategic and analytical mindset with a commitment to continuous improvement.
Ability to develop, implement, and execute effective business strategies.
Strong problem-solving and decision-making skills.
Ability to address difficult situations and performance concerns directly, professionally, tactfully, and diplomatically.
Ability to manage multiple departments, priorities, and competing business objectives.

Responsibilities

Provide leadership, direction, and accountability for sales, service, dispatch, and call center operations.
Develop, coach, and support departmental managers and team members; establish goals, expectations, and performance standards.
Monitor individual and departmental performance and implement corrective action or improvement plans when needed.
Forecast staffing and training needs and oversee recruiting, hiring, onboarding, and employee development.
Set and manage sales goals, revenue targets, and call count budgets; monitor closing ratios, average sale, lead volume, and revenue.
Manage sales follow-up and lead tracking, and identify opportunities to improve conversion and average ticket values.
Conduct sales ride-alongs and lead weekly sales meetings to review performance, coach employees, and set priorities.
Communicate pricing changes and operational updates to sales personnel, and coordinate pricing, labor budgets, job costing, installation backlogs, and capacity with the installation department.
Develop strategies to increase self-generated sales leads and improve lead conversion.
Establish expectations and oversee service-to-sales lead generation, tracking, follow-up, and conversion.
Partner with the Service Manager to set and achieve maintenance, accessory sales, average ticket, membership, and revenue goals.
Monitor service performance and identify ways to improve productivity, profitability, and customer satisfaction.
Manage parts procurement coordination between the service department and warehouse.
Coordinate with installation to improve scheduling, pricing accuracy, and operational performance.
Monitor service and sales call volume and ensure staffing aligns with business demand.
Identify operational inefficiencies and implement processes to improve performance and profitability.
Develop and maintain a high-performing call center focused on customer service, appointment conversion, and qualified-lead capture.
Lead weekly call center meetings and monitor booking rates, unbooked leads, call handling, and customer satisfaction.
Ensure follow-up on missed opportunities, unbooked calls, and outstanding customer inquiries.
Oversee escalated customer concerns, ensure effective resolution, and address recurring issues through process improvements.
Coordinate with dispatch and operational teams to improve scheduling efficiency and interdepartmental communication.
Work with marketing to generate consistent lead volume and reduce seasonal business fluctuations.
Prepare and maintain monthly revenue forecasts for sales and service operations.
Monitor budgets, gross profit, labor costs, and overhead expenses against company objectives.
Analyze reports and KPIs to identify trends, risks, and opportunities for improvement.
Develop and execute strategies to increase revenue, improve profitability, and support sustainable growth.
Communicate business performance, operational challenges, and improvement opportunities to company leadership and ownership.
Lead by example, take ownership of departmental results, and balance strategic planning with day-to-day operational oversight.