Service Manager

Encore Fire Protection • West Wareham, MA

4d • Onsite

About The Position

If you’re the kind of leader who can bring calm to a busy day, keep a team moving in the same direction, and still make customers feel taken care of, you’ll fit in well here. As our Service Manager, you’ll lead a high-volume service operation and a large team of office and field professionals. You’ll set clear expectations, remove roadblocks, coach your leaders, and keep an eye on the numbers while making sure the work gets done safely, efficiently, and to Encore standards. If you’ve owned results, enjoy building smarter processes, and like being the person others count on when priorities shift, this role will feel like home.

Requirements

• Five or more years of management experience in a service-based business (HVAC, plumbing, facilities, or similar).
• Experience leading large, multi-functional teams (25+ employees preferred).
• Demonstrated success managing budgets and owning a department’s P&L.
• A strategic, process-oriented mindset with a track record of improving how work gets done.
• Strong problem-solving instincts and a calm, confident presence when priorities shift.
• Excellent communication skills and a natural ability to motivate, coach, and support others.
• Working knowledge of field service operations, including scheduling, dispatch, maintenance, and repair
• A customer-first approach and a commitment to service quality.

Nice To Haves

• You have a Bachelor’s degree in Business, Management, or related field.
• You have experience in fire protection, mechanical, electrical, or a related specialty trade.
• You have familiarity with relevant fire protection and life safety requirements in your region.
• You have prior experience with project management or scheduling software.
• You have industry certifications or training related to construction, project management, or fire protection.

Responsibilities

• Oversee day-to-day service operations, ensuring timely, high-quality delivery and strong customer outcomes.
• Lead a large team of office and field professionals, providing hands-on support, clear direction, and consistent follow-through.
• Serve as a resource for technicians, offering guidance and practical recommendations on complex service situations.
• Partner with internal teams to support repair and remediation recommendations, ensuring solutions are accurate and aligned with customer needs.
• Communicate effectively with customers and take ownership of resolving service-related issues.
• Set goals and expectations for the team while identifying coaching, training, and development opportunities.
• Partner with senior leadership to drive departmental strategy, set operational targets, and improve profitability.
• Own the service department’s budget and P&L, focusing on smart decisions that support sustainable growth.
• Monitor KPIs and implement process improvements to streamline workflows, improve performance, and reduce friction.

Benefits

• Competitive Salary: Compensation commensurate with your experience, with the opportunity to earn performance-based bonuses tied to your personal effectiveness and contributions to the team.
• Purpose-Driven Work Environment: We believe in working smarter, not harder. You’ll be part of a culture that values results, and we empower our team to focus on impactful work.
• Flexible Dress Code: Upon joining, you’ll receive branded Encore swag, and we believe in dressing for the objective, not the occasion. Most days, you can enjoy a casual work environment, but we’ll dress up when the situation calls for it.
• People-Focused Culture: We know our greatest strength is our people. That’s why we’ve built a culture that encourages experimentation, learning, and improving together. You’ll have the space to share your ideas and help shape a company that is constantly growing.
• Tools for Success: Access to leading-edge web-based productivity tools.
• Health and Wellness: Comprehensive medical, dental, and vision coverage to keep you and your family healthy.
• Retirement Planning: Participation in our Fidelity 401(k) plan with a company match, helping you save for your future.
• Life Insurance: Company-paid life insurance policy of $50,000 to give you peace of mind.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager