Service Manager

Boston Human Capital Partners • Old Saybrook, CT

8d • Onsite

About The Position

At D/E/F Services Group, Ltd we love to build. Since our inception in 1999, we have crafted our company to be the contractor of choice for design / build & general construction services in the fields of Mechanical, Electrical, Plumbing, HVAC, Low Voltage & Carpentry. Do you enjoy working with a team that likes to win? Do you want to learn, grow & build your value? Are you the type of person who takes responsibility? Are you consistent in your workmanship? Do you feel like you can do more? With our Core Values, D/E/F Services Group could be the place for you. The successful Service Manager is accountable for overseeing the daily operations of the service department using HouseCall Pro as the primary dispatch, scheduling, quoting, invoicing, and customer-management platform. This role serves as the central coordination point between customers, technicians, vendors, and internal staff to ensure service work is scheduled, documented, invoiced, and completed accurately and efficiently. The Service Manager ensures a high level of customer service while maintaining operational organization, documentation standards, and revenue capture for all service activities.

Requirements

• Experience managing service operations in a mechanical, electrical, plumbing, or HVAC environment
• Experience using service-management software platforms (HouseCall Pro preferred)
• Experience coordinating field technicians and service schedules
• Experience preparing service quotes and reviewing technician diagnostics
• Experience producing accurate customer invoices from field documentation
• Customer service experience in a technical or trade-service environment
• Understanding of HVAC, electrical, plumbing, and general mechanical service workflows
• Familiarity with service dispatching and job lifecycle management
• Basic understanding of parts procurement and vendor coordination
• Ability to interpret technician notes, diagnostics, and scope-of-work descriptions
• Knowledge of service pricing structures and labor tracking
• Familiarity with preventive maintenance workflows
• Scheduling and dispatch coordination
• Multitasking across multiple active service calls
• Prioritization of emergency vs. routine service requests
• Documentation review and quality control
• Process organization and workflow management
• Small-project quoting and scope preparation
• Invoice review and revenue capture
• HouseCall Pro (advanced user level)
• Microsoft Office / Google Workspace
• Email and phone-based customer communication
• Digital documentation and record management
• Basic spreadsheet usage
• Strong customer service orientation
• Clear written and verbal communication
• Ability to translate technical information into customer-friendly language
• Technician coordination and support
• Conflict resolution with customers when needed
• Professional phone presence
• Highly organized
• Detail-oriented
• Calm under pressure
• Solutions-focused mindset
• Reliable decision-making
• Accountability-driven
• Team-oriented

Responsibilities

• Answer incoming service calls and respond to customer inquiries
• Serve as the primary point of contact for service customers
• Coordinate communication between customers and technicians
• Provide clear explanations of service findings, recommendations, and next steps
• Maintain a professional, solutions-oriented customer experience
• Manage follow-up communication for open service items
• Coordinate daily technician schedules using HouseCall Pro
• Dispatch technicians to service calls based on urgency, skill set, and availability
• Adjust schedules in real time to accommodate emergency calls and job changes
• Monitor job progress throughout the day
• Ensure technicians have proper job information before arrival
• Coordinate return visits, follow-ups, and part-dependent repair work
• Prepare quotes for service repairs and small projects
• Translate technician diagnostic notes into customer-ready estimates
• Coordinate material pricing and availability with suppliers
• Ensure quotes are properly documented and tracked in HouseCall Pro
• Follow up with customers regarding pending estimates
• Convert approved estimates into scheduled work orders
• Administer HouseCall Pro as the service department’s operational platform
• Maintain customer records, job history, and equipment profiles
• Configure job types, tags, workflows, and automations
• Maintain technician assignments and permissions
• Support mobile-app workflow usage in the field
• Review completed service jobs for documentation completeness
• Ensure invoices accurately reflect: Dispatch, Work performed, Materials used, Current System Status, Accurate Labor Costing, Accurate Material Costing
• Finalize invoices promptly upon job completion
• Ensure customer-facing service descriptions are clear and professional
• Maintain consistency in service reporting and liability-aware, risk-averse language
• Maintain service price book and material entries in HouseCall Pro
• Coordinate material procurement with vendors
• Verify pricing accuracy for commonly used service materials
• Ensure technicians have access to accurate selectable invoice items
• Support technicians throughout the workday
• Help troubleshoot job-scope questions and documentation requirements
• Ensure technicians follow service documentation standards
• Coordinate multi-trade service responses when required (HVAC, plumbing, electrical, low voltage)
• Track service job progress from dispatch through invoicing
• Ensure no completed work goes un-invoiced
• Monitor open work orders, callbacks, and pending estimates
• Maintain organized service workflows
• Support service-department revenue capture and efficiency

Benefits

• Medical, Dental & Vision Insurance with Employer Contribution
• Ancillary Insurance Options such as Life Insurance, Short-Term, and Long-Term Disability
• D/E/F Days which provide 6 days off per year in addition to the 6 federally recognized holidays.
• Family Medical Leave & Paid Time-Off after accrual.
• Local & National Retailer Discounts

What This Job Offers

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