Service Manager

Dexter Services•Hiawatha, IA

12d

About The Position

The Service Manager is responsible for leading and optimizing the Service Department to consistently meet customer expectations, operational deadlines, and business priorities. This role provides direct leadership to Service Technicians and Installers, ensuring high-quality service delivery, efficient scheduling, and strong customer relationships. The Service Manager drives performance through effective planning, coaching, and process improvement while maintaining a strong focus on safety, accountability, and customer satisfaction.

Requirements

Associate’s Degree, Technical Degree, or equivalent industry experience required
Prior supervisory or management experience strongly preferred
Experience in service operations, field service, or related industry (commercial laundry experience a plus)
Customer Focus: Builds strong internal and external relationships through proactive, clear, and solutions-oriented communication
Leadership & People Management: Ability to lead, coach, and develop a team while holding individuals accountable for results
Operational Excellence: Strong planning, prioritization, and execution skills to manage multiple projects and deadlines
Attention to Detail: Ensures accuracy in work orders, billing inputs, and operational tracking
Problem Solving: Identifies root causes and implements practical solutions to remove roadblocks
Technology Proficiency: Intermediate skills in Microsoft Office (Excel, Word, Outlook, Teams) and HRIS systems (e.g., Workday)
Organization & Efficiency: Maintains structured processes, clean workspaces, and optimized workflows
Safety Mindset: Champions a culture of safety in all service and warehouse operations
Adaptability: Thrives in a fast-paced, multi-project environment
Regularly required to sit, stand, walk, and use hands and arms
Occasionally required to lift and/or move up to 75 pounds
Vision requirements include close, distance, color, peripheral, depth perception, and focus
Work environment noise level is typically light to moderate
Travel required less than 10%

Nice To Haves

Experience in service operations, field service, or related industry (commercial laundry experience a plus)

Responsibilities

Lead, coach, and develop the Service department to achieve performance, quality, and safety expectations
Set clear expectations, provide ongoing feedback, and conduct performance evaluations
Train team members on technical skills, processes, and customer service standards
Foster a culture of accountability, ownership, and continuous improvement
Plan, schedule, and prioritize service and installation work to meet customer needs and business objectives
Ensure efficient routing, resource allocation, and timely completion of all jobs
Monitor service performance metrics and implement improvements to increase efficiency and customer satisfaction
Oversee accurate and timely completion of work orders, ensuring all labor, parts, and charges are properly documented
Serve as a primary point of escalation for customer service issues, ensuring timely and effective resolution
Partner with Sales to coordinate installations and align on customer expectations
Build and maintain strong customer relationships that support long-term business growth
Establish, implement, and continuously improve service department policies, procedures, and workflows
Oversee warehouse operations, including organization, receiving, and inventory control of equipment
Identify and eliminate bottlenecks in service and installation processes
Review and approve employee transactions in HRIS (Workday), including timecards, PTO requests, and performance documentation
Ensure compliance with company policies, safety standards, and regulatory requirements
Maintain accurate records and reporting to support operational and financial performance
Align service operations with broader business priorities and financial goals
Take ownership of departmental results, including productivity, cost management, and customer satisfaction
Contribute to strategic planning and continuous improvement initiatives