Service Manager

Pacific Power Group LLC•San Leandro, CA

42d•$130,000 - $150,000•Hybrid

About The Position

MSHS Pacific Power Group is seeking an experienced Service Manager to lead and strengthen our service operations, customer support programs, and field service activities. This role is responsible for ensuring service operations are organized, responsive, efficient, and aligned with customer expectations and long-term business objectives. The Service Manager will oversee the full service lifecycle—from service request intake and scheduling through field execution, issue resolution, customer communication, and continuous improvement. This position serves as a key link between customers, service technicians, sales, operations, engineering, finance, and executive leadership. The ideal candidate is a strategic and highly organized service leader with hands-on experience leading service operations and field service teams in a technical or industrial environment. This individual will bring strong customer service skills, sound operational judgment, attention to detail, and the ability to coordinate multiple priorities across a complex service organization.

Requirements

Bachelor’s degree in Business Administration, Operations Management, Engineering, Customer Experience, or a related field preferred; equivalent professional experience may be considered.
5+ years of Service Management or Field Service Leadership experience.
Proven experience leading service operations and field service teams in a technical or industrial environment.
Direct Technician & Field Operations Management experience, including demonstrated experience managing technicians, scheduling, resource allocation, work execution, and service performance.
Customer & Operational Issue Resolution experience, with a proven ability to own customer escalations and operational issues through resolution.
Demonstrated ability to coordinate across Sales, Operations, Engineering, and other cross-functional departments to resolve customer and operational issues.
Experience managing a team of up to 10 employees is strongly preferred.
Experience managing customer accounts, service programs, or complex service operations.
Industrial or Technical Service Industry Experience
Experience supporting industrial equipment, power generation, marine, rotating equipment, electrical/mechanical repair, or a similar technical service environment.
Service Management Systems, CRM & Analytics Experience
Experience using service management platforms, CRM/ERP systems, scheduling tools, and performance dashboards to manage and improve service operations.
Process Improvement & Operational Performance Experience
Demonstrated experience improving service workflows, standardizing processes, developing KPIs, and using operational data to improve efficiency, accountability, and customer service.
Technical & Business Expertise
Strong understanding of service operations, customer support, scheduling, resource coordination, and field service execution.
Demonstrated knowledge of technician scheduling, field resource allocation, work execution, and service performance management.
Proficiency with service management systems, CRM/ERP platforms, analytics dashboards, scheduling tools, and business communication platforms.
Ability to analyze service data, operational trends, customer requirements, and business priorities.
Strong understanding of operational workflows and the ability to identify opportunities for process improvement.
Strong organizational and analytical skills with the ability to manage multiple service activities, deadlines, and stakeholder requirements simultaneously.
Strategic thinking and customer-focused problem solving.
Strong service leadership and people-management skills.
Direct field operations and technician management experience.
Strong organization and attention to detail.
Customer escalation and operational issue resolution.
Excellent documentation and follow-through.
Strong customer service and relationship-building skills.
Effective cross-functional collaboration and communication.
Ability to manage multiple priorities and concurrent service initiatives.
Strong written and verbal communication skills.
Integrity, professionalism, accountability, and sound operational judgment.
Ability to remain organized and solutions-oriented during periods of increased workload or customer escalation.
Ability to work effectively in office, or hybrid environments as required.
Ability and willingness to travel up to 25% to support customers, service operations, field personnel, meetings, or operational initiatives.
Ability to manage periods of increased workload during service peaks, customer escalations, audits, and major operational initiatives.
Ability to communicate and collaborate effectively with employees, customers, vendors, and business partners in a variety of work environments.

Responsibilities

Lead and coordinate service activities to ensure work is scheduled, executed, documented, and completed efficiently and accurately.
Maintain and oversee service documentation, including work orders, service reports, maintenance records, compliance files, and customer documentation.
Ensure service information and records are accurately maintained within service management systems, CRM platforms, and internal databases.
Track service schedules, contract obligations, reporting deadlines, and cross-functional commitments.
Prepare and distribute service updates, performance summaries, meeting notes, and customer communications.
Maintain accurate calendars, workflows, schedules, and documentation across multiple concurrent service activities.
Lead, develop, and support a service organization of up to 10 direct reports, fostering accountability, collaboration, and a customer-focused culture.
Provide leadership, coaching, and direction to service personnel and field technicians.
Directly manage technicians and field service operations, including scheduling, resource allocation, work execution, productivity, and service performance.
Ensure field service activities are properly planned, communicated, documented, and executed.
Coordinate technician resources and priorities to support customer commitments and business objectives.
Support service teams by removing operational obstacles and improving communication between field personnel and internal departments.
Promote consistent service standards, accountability, safety, and customer-focused execution.
Identify opportunities to strengthen team performance, employee development, operational efficiency, and service delivery.
Serve as a primary point of contact for service-related inquiries, providing leadership, coordination, and timely issue resolution.
Own customer escalations and operational issues through resolution, ensuring timely communication, accountability, and follow-through.
Build strong relationships with customers by understanding their needs and ensuring service commitments are met.
Partner closely with Sales, Operations, Engineering, Logistics, Finance, and other cross-functional departments to resolve customer and operational issues.
Communicate service expectations, technical requirements, customer needs, and performance standards across internal teams.
Identify and resolve issues involving service delays, customer concerns, technical challenges, communication gaps, and workflow inefficiencies.
Escalate complex customer or operational issues appropriately while maintaining ownership through resolution.
Prepare reports, documentation, and supporting materials for internal and external audits related to service operations, regulatory compliance, and organizational standards.
Coordinate with auditors, compliance teams, legal, and service leadership as needed.
Maintain awareness of organizational policies, confidentiality requirements, safety regulations, and industry-specific compliance requirements.
Support adherence to internal controls, service standards, safety requirements, and regulatory expectations.
Identify operational risks and recommend appropriate corrective actions.
Develop and maintain service dashboards, performance reports, operational summaries, and key performance indicators.
Analyze service data and operational trends to identify opportunities, risks, and areas for improvement.
Lead or participate in service planning sessions, customer review meetings, equipment evaluations, and strategic service initiatives.
Provide leadership with accurate and timely operational information to support business decisions.
Help develop and implement service strategies that improve customer satisfaction, operational efficiency, and business performance.
Evaluate existing service processes and recommend improvements to increase efficiency, accountability, and customer satisfaction.
Identify opportunities to improve customer communication, scheduling, documentation, workflows, and service delivery.
Leverage service management systems, CRM platforms, analytics dashboards, scheduling tools, and workflow technologies to improve visibility and operational performance.
Support system enhancements, integrations, and workflow improvements.
Develop and implement standardized service practices, templates, procedures, internal controls, and documentation.
Promote continuous improvement throughout the service organization.