Service Manager

NORLEE INVESTMENTS LLC•Orlando, FL

11d

About The Position

The Service / Account Manager manages customer relationships and coordinates day-to-day service operations to ensure timely, efficient, and high-quality service delivery. As the primary point of contact for assigned customer accounts, this role oversees service requests from initiation through completion and works closely with field technicians, customers, and internal departments. The position schedules resources, maintains accurate service records, supports revenue growth through service opportunities, and delivers customer experiences that promote long-term retention. The role requires strong communication, collaboration, decision-making, and learning skills. The successful candidate can manage multiple priorities, coordinate field personnel, maintain customer relationships, and provide excellent service in a fast-paced environment. The position is typically office-based, may include occasional travel for meetings, training, or events, and may involve remote support for employees across locations. Some flexibility in work hours may be needed for project timelines, system updates, or urgent issues outside regular office hours.

Requirements

Associate degree in Business Administration, Operations Management, Construction Management, or a related field, or an equivalent combination of education and relevant work experience; an associate degree is described as ideal.
Three to five years of experience in service operations, customer account management, dispatching, project coordination, or a related field is preferred.
Ability to manage multiple priorities, coordinate field personnel, build and maintain customer relationships, and deliver exceptional customer service in a fast-paced environment.
Strong verbal and written communication skills, including the ability to express ideas clearly, listen to and address end-user needs, and read and interpret technical documents such as operating instructions, safety rules, and procedure manuals.
Basic mathematical and analytical skills, including calculations using whole numbers, fractions, decimals, and percentages; ability to calculate labor hours, review estimates and quotations, interpret pricing, reconcile invoices, and analyze basic operational metrics.
Strong attention to detail and accuracy when working with financial and service-related data.
Proficient computer skills and working knowledge of Microsoft Office 365 applications, including Outlook, Word, Excel, Teams, and PowerPoint.
Ability to maintain electronic records, generate reports, manage work orders, and learn new software applications.
Ability to frequently stand, walk, sit, stoop, kneel, crouch, or crawl; operate a computer keyboard, mouse, and business equipment; and frequently lift or move up to 15 pounds.
Required vision abilities include close vision, distance vision, peripheral vision, and depth perception.

Nice To Haves

Experience in the electrical, mechanical, HVAC, industrial, or construction service industry is highly desirable.
Experience using ERP systems, CRM platforms, dispatch software, or service management systems is preferred.

Responsibilities

Serve as the primary point of contact for assigned customer accounts and maintain professional relationships through responsive communication and customer service.
Receive, review, and coordinate service requests, ensuring accurate documentation of customer needs, equipment information, and job details.
Create, manage, and maintain service work orders from initiation through completion.
Schedule and dispatch field technicians based on availability, technical expertise, location, workload, and service priority.
Monitor daily service schedules and adjust assignments to support efficiency, productivity, and customer satisfaction.
Communicate scheduling updates, service expectations, job details, and customer requirements to technicians and internal stakeholders.
Provide customers with appointment confirmations, estimated arrival windows, service updates, and timely work-status communications.
Prepare service quotations, estimates, and repair recommendations in accordance with company policies and pricing guidelines.
Review completed work orders for accuracy of labor, materials, documentation, and customer information before billing.
Maintain customer account information, equipment history, maintenance schedules, and service documentation in company software systems.
Coordinate emergency service requests and prioritize work assignments to meet customer and operational needs.
Identify opportunities to promote preventative maintenance agreements, additional services, and long-term customer support solutions.
Follow up with customers after service completion to confirm satisfaction and resolve outstanding concerns.
Collaborate with technicians, management, vendors, and other departments to support efficient operations and continuous process improvement.
Monitor technician utilization, service response times, work order status, and customer satisfaction while supporting departmental performance goals.
Maintain the confidentiality of customer and company information and adhere to company policies, procedures, and safety standards.
Perform other duties as assigned.