Service Manager

Mai Placement•Brooklyn, NY

12d•Onsite

About The Position

A growing commercial service company is seeking an experienced, hands-on Service Manager to oversee daily operations, lead scheduling and account management teams, and ensure jobs are completed efficiently and customer issues are resolved. The role requires a proactive leader who understands the urgency of service operations, takes ownership, and holds teams accountable. The Service Manager is expected to remain actively involved in daily operations, resolve problems, and provide hands-on support rather than simply delegating responsibilities.

Requirements

Previous management experience in a service-based business, construction, HVAC, plumbing, electrical, or a related industry.
Strong operational understanding of scheduling, dispatching, service coordination, and customer service.
Proven ability to lead teams, delegate responsibilities, and hold employees accountable.
Excellent communication, problem-solving, and organizational skills.
Strong computer skills and ability to learn and work with service management software.
Ability to multitask, prioritize urgent situations, and manage competing demands.
Hands-on leadership style with strong ownership, initiative, and follow-through.
Willingness to be actively involved in daily operations and step in wherever needed.
Ability to work independently, take initiative, and ensure consistent follow-through without constant oversight.

Nice To Haves

Experience managing remote teams.
Familiarity with EOS (Entrepreneurial Operating System).

Responsibilities

Oversee daily operations and performance of the scheduling and account management teams.
Ensure service jobs are scheduled proactively, technicians are properly assigned, and work is completed on time.
Coordinate between office staff, field technicians, and other departments to resolve operational issues.
Directly manage scheduling and coordination for service and repair calls.
Monitor team performance, workflows, and KPIs to ensure accountability and efficiency.
Handle escalated customer concerns and urgent service requests, ensuring timely resolution.
Lead daily team check-ins, set priorities, and coach employees to improve performance and accountability.
Identify scheduling gaps, service delays, and unresolved issues, taking action before they escalate.
Work with related departments and sister companies to coordinate services and address customer needs.
Support team members with day-to-day responsibilities and provide hands-on coverage when needed.
Ensure established processes are followed and continuously improve operational efficiency.