Service Manager

Sila Services • Norwalk, CT

73d • $90,000 - $115,000 • Hybrid

About The Position

The Service Manager is the operational heartbeat of our service departments. This role goes beyond traditional field oversight — it’s the connective tissue between the customer experience, the scheduling board, the technician team, and the financial close process. Equal parts coach, dispatcher, communicator, and administrator, the Service Manager ensures that every job gets on the board, every customer gets a great experience, and every dollar gets captured.
This role owns both the people side (coaching, performance, team development) and the operational side (scheduling, AR, job batching, commissions) — making it one of the most impactful positions in the branch.

Requirements

• Leadership: You coach, guide, and hold your team accountable with clarity and consistency.
• Service Expertise: You understand diagnostic and repair procedures across HVAC, plumbing, and electrical systems.
• Operational Coordination: You effectively manage dispatch, scheduling, and real-time field issues across multiple departments.
• Financial & Billing Ownership: You own the AR process from invoice to collection — persistent, accurate, and professional.
• Customer Communication: You confidently represent the company and support both routine and escalated customer interactions.
• Technology Proficiency: You use CRM tools, scheduling platforms, Excel, and communication tools to keep operations tight.
• Data Analysis: You understand KPIs, spot trends, and translate data into daily action.
• Cross-Departmental Collaboration: You work fluidly with Install, Warehouse, CX, and Sales to keep the whole machine running.
• High school diploma or GED required

Nice To Haves

• Trade school certification or equivalent field experience preferred
• EPA Certification or relevant trade license is a plus
• Occasional jobsite visits including basements, attics, crawl spaces, and outdoor conditions
• Ability to lift up to 40 lbs and inspect work on ladders or rooftops
• Standing, walking, driving, and field exposure required in varying weather
• Flexibility for early starts, late finishes, or emergency support based on business needs

Responsibilities

• Monitor and respond to inbound emails and customer inquiries
• Handle inbound customer calls and provide front-line service support as needed
• Manage technician field calls — handle questions, escalations, and real-time problem solving
• Build and manage the HVAC Install schedule for daily execution
• Schedule and optimize HVAC Service, Plumbing, and Electrical jobs
• Monitor the Hold Board and proactively call on all unscheduled install jobs
• Address same-day missed appointment reschedules (ARs) in real time
• Populate Daily Huddle data in the Excel tracker across all departments
• Send out Daily TGL Stats and the Daily Huddle Sheet to leadership
• Coach and support Service Team Leaders in dispatch decisions and technician performance
• Monitor job notes, documentation, and CRM accuracy
• Respond to urgent reschedules and escalations in real time
• Manage all open AR collections — follow up until resolved
• Process approved customer refunds accurately and timely
• Conduct ticket reviews: pulse check open jobs and clean up incomplete records
• Batch all completed jobs to ensure revenue is properly recorded
• Review and approve invoices, diagnostics, and estimates for accuracy
• Hold weekly Service Team Leader meetings focused on KPIs, training, and alignment
• Conduct 1-on-1s with STLs to review technician performance and coach on leadership
• Track and follow up on open opportunities, unresolved repairs, and warranty calls
• Submit technician and team commissions by month-end deadline
• Confirm all subcontractor fees on jobs are received before close
• Ensure all jobs are fully batched with no open revenue left on the board
• Review department KPIs and lead improvement initiatives (conversion rate, billable efficiency, membership conversion, lead conversion)
• Conduct formal audits on vehicles, tools, and technician readiness
• Collaborate with CX and warehouse to forecast parts, seasonal needs, and lead flow
• Contribute to hiring, onboarding, and advancement decisions for the service team
• Consistently presents multiple repair and upgrade options to educate customers and provide the best solutions for their needs.
• Converts a high percentage of service opportunities into completed, revenue-generating work.
• Maintains an average ticket value that meets or exceeds company performance goals.
• Maximizes productivity by maintaining strong billable efficiency and minimizing non-billable time.
• Effectively communicates the value of our maintenance plans and consistently enrolls new members.
• Generates quality equipment replacement and upgrade leads that result in sold jobs.
• Completes documentation accurately and promptly to support timely billing and collections.
• Ensures all completed work is properly documented, closed out, and processed on time.
• Delivers exceptional service that results in positive reviews, referrals, and high customer satisfaction.
• Diagnoses and resolves issues correctly on the first visit, minimizing callbacks and repeat trips.
• Demonstrates continuous improvement through training, coaching, certifications, and skill development.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED