Service Manager

BBEC•Mechanicsburg, PA

20d

About The Position

The Service Manager leads, coordinates, and oversees the performance of the Service Department. The role manages daily service operations, including technicians, scheduling, customer relations, financial performance, and departmental budgeting, ensuring work is completed safely, efficiently, and to high standards of quality and customer satisfaction. The Service Manager serves as a key liaison among customers, field personnel, vendors, and internal departments; develops client relationships; optimizes workforce utilization; and supports profitable growth. This position reports directly to the Service and Special Projects (SSP) Operations Manager and reports to BBEC, LLC, a subsidiary of HB Global. It works with the SSP team to establish and maintain customer relationships and represents BBEC professionally. The role supports client relations, departmental efficiency, revenue and gross-profit goals, quality workmanship, and safe work methods. Occasional evening or weekend availability may be needed for service calls.

Requirements

High school diploma or GED.
Minimum three years of experience in a customer service and leadership position.
Minimum seven years of electrical service industry experience.
Minimum seven years of practical experience as an Electrical Foreman, Estimator, Project Manager, or related leadership position in a commercial and/or industrial electrical contracting environment.
Strong knowledge of commercial and industrial facilities and control systems, including their design, operation, and integration within complex electrical infrastructures.
Demonstrated ability to lead teams effectively and positively in a fast-paced service department.
Proficiency in Microsoft 365.
Strong customer service orientation and commitment to customer service excellence.
Excellent organizational, documentation, communication, and relationship skills.
Ability to read and interpret required documents, drawings, and specifications; write reports and correspondence; and speak effectively with customers and employees of organizations.
Ability to work in a team environment and manage multiple priorities under pressure while producing high-quality work and meeting deadlines.
Ability to lift 50 pounds and regularly sit, stand, and walk.
Ability to represent BBEC professionally and maintain a respectful demeanor at work and across social media platforms.

Responsibilities

Lead the Service Department team and oversee daily department operations.
Build and manage the annual Service Department budget in alignment with company goals.
Ensure timely and accurate billing while minimizing write-ups and write-downs.
Recruit, interview, hire, onboard, train, and retain qualified Service Technicians.
Conduct employee performance evaluations and provide coaching, mentoring, and corrective action when necessary.
Identify opportunities for Service Department growth and upselling.
Serve clients in a timely and respectful manner, meeting or exceeding their expectations.
Oversee responses to incoming service requests and ensure timely customer communication.
Create and track work orders using company software, managing them from creation through completion and invoicing.
Dispatch work orders to field personnel according to technician skill, priority, and availability.
Estimate and project-manage service repairs and Preventative Maintenance projects, and complete Preventative Maintenance reporting.
Coordinate travel and lodging for field staff as needed.
Acquire, schedule, and release equipment needed for service jobs.
Plan and allocate manpower for quoted work, time-and-material projects, and not-to-exceed service work.
Review completed work orders and timesheets daily and ensure proper documentation.
Complete administrative and reporting tasks that support department operations.
Communicate scope, goals, and time requirements clearly.
Support productivity initiatives that improve customer service and profitability.
Coordinate Service and Special Projects schedules with field employees, Project Managers, and the SSP Operations Manager.
Collaborate with internal departments and project teams to coordinate service work and support client needs.
Track business metrics and collaborate with leadership to improve operational efficiency.
Develop and manage the after-hours on-call schedule for service technicians and office support.
Ensure work complies with NEC, local codes, and safety regulations.
Conduct site visits and inspections to maintain quality standards and promote job-site safety, including confirming required PPE is available and properly used.
Ensure materials, tools, equipment, and project information are available to Service Technicians and Foremen in a timely manner.
Other duties as assigned.