Service Manager

Pacific Power Group LLC•Kapolei, HI

40d•$115,000 - $120,000•Hybrid

About The Position

Are you a strategic service leader who thrives on building high-performing teams, improving operational workflows, and delivering exceptional customer experiences? We are seeking an experienced Service Manager to lead and strengthen our service operations, customer support programs, and field service execution while supporting long-term organizational growth and operational excellence. In this leadership role, you will oversee the full service lifecycle—from intake and scheduling to field execution, issue resolution, reporting, and continuous improvement. You’ll collaborate closely with executive leadership, operations, engineering, finance, sales, and cross-functional teams to ensure service activities are delivered efficiently, accurately, and in alignment with organizational priorities and customer expectations.

Requirements

Bachelor’s degree in Business Administration, Operations Management, Engineering, Customer Experience, or a related field required (equivalent experience considered)
7–12 years of experience in service management, field operations, customer support leadership, or related operational roles
Experience managing service teams, field technicians, customer accounts, or service programs strongly preferred
Engine and power generation work experience required
Proficiency with CRM platforms, service management systems, analytics dashboards, and communication tools
Strong analytical, organizational, and problem-solving skills
Ability to manage multiple priorities, deadlines, and concurrent operational initiatives
Excellent customer phone and in-person communication skills
Ability to lead teams while maintaining strong customer relationships
Self-starter with the ability to work independently and proactively
Forward-thinking mindset with strong planning and organizational abilities
Open-minded and adaptable to organizational and operational change
Highly organized with strong attention to detail
Customer-focused approach with professional communication skills
Strong operational judgment, integrity, and professionalism

Nice To Haves

Experience using service management systems, CRM platforms, and analytics tools is a plus
Strong business acumen and operational knowledge
Technical aptitude with the ability to understand service operations and equipment functionality
Previous service management experience in a technical or industrial environment
Experience supporting cross-functional operational initiatives and customer-focused service programs
Ability to identify process improvement opportunities and drive operational efficiency

Responsibilities

Lead day-to-day service operations, customer support initiatives, and field service coordination
Manage and develop a team of 5–7 direct reports, including service personnel and support staff
Serve as the primary point of contact for service-related inquiries, escalations, and issue resolution
Oversee service scheduling, resource allocation, workflow coordination, and operational execution
Support service teams by communicating customer expectations, technical requirements, and performance standards
Ensure service activities align with organizational objectives, customer commitments, and operational goals
Maintain and manage service documentation including work orders, quote/estimates, maintenance records, service reports, compliance files, and operational logs
Prepare and distribute service updates, customer communications, meeting summaries, and operational reports
Ensure accurate recordkeeping within service management systems, CRM platforms, and internal databases
Track service schedules, reporting deadlines, contract obligations, and departmental commitments
Partner with sales, operations, engineering, logistics, finance, and executive teams to support organizational initiatives
Coordinate communication between departments to ensure efficient service execution and customer satisfaction
Address service delays, workflow inefficiencies, customer concerns, and technical challenges while escalating complex issues as needed
Prepare service documentation and reports for internal and external audits
Support compliance with organizational policies, safety standards, regulatory requirements, and internal controls
Develop service dashboards, operational summaries, performance metrics, and risk assessments
Participate in strategic planning sessions, customer reviews, and service improvement initiatives
Recommend and implement improvements to service workflows, customer communication processes, and operational strategies
Utilize service management systems, analytics dashboards, and scheduling tools to improve visibility and efficiency
Support system enhancements, integrations, and workflow optimization initiatives
Contribute to standardized service practices, templates, and documentation improvements