Service Technician Manager

All Career•Albuquerque, NM

55d•$75,000•Hybrid

About The Position

Dalton Service Center is looking for an experienced appliance service professional who is ready to take the next step into leadership. This is an opportunity for someone who understands the technical side of appliance service but is equally passionate about developing technicians, improving the customer experience, driving service quality, and building a high-performing team. As the Service Technician Manager, you will provide direct leadership to our appliance service technicians supporting both Albuquerque and El Paso. You will be responsible for technician performance, training and development, field quality, service execution, manufacturer relationships, and technical escalations. You will also work closely with our Customer Experience team to ensure service schedules are realistic, efficient, and aligned with technician capacity, skill level, geography, parts availability, and customer commitments. This is a hands-on leadership position. The right person will be comfortable coaching technicians in the field, troubleshooting complex appliance issues, reviewing performance, providing training, and stepping in when a customer or technical situation requires additional expertise.

Requirements

Significant experience servicing residential appliances, preferably including premium and luxury appliance brands.
Strong technical diagnostic and troubleshooting capabilities.
Demonstrated ability to coach, train, mentor, or develop other technicians.
Ability to communicate confidently and professionally with technicians, customers, manufacturers, leadership, and internal business partners.
Strong organizational, prioritization, and problem-solving skills.
Ability to manage multiple technicians and service priorities across Albuquerque and El Paso.
Strong understanding of appliance service safety requirements and field service practices.
Ability to analyze service performance and use data to identify opportunities for improvement.
A customer-first mindset with the ability to remain composed during complex or escalated service situations.
Ability to balance technical expertise with leadership, accountability, and team development.
Appropriate technical certifications and licensing for assigned appliance service responsibilities, including CFC/EPA certification where applicable.
Valid driver's license and satisfactory driving record.

Nice To Haves

Previous Lead Technician, Senior Technician, Field Trainer, or supervisory experience preferred; candidates demonstrating strong leadership readiness may also be considered.

Responsibilities

Provide direct leadership and oversight to all Dalton/BSI service technicians in Albuquerque and El Paso, including leads, apprentices, and helpers as applicable.
Establish clear expectations for safety, service quality, productivity, professionalism, customer experience, and accountability.
Partner closely with the Customer Experience team to develop and maintain service schedules based on technician availability, skill level, manufacturer certifications, geography, parts readiness, call priority, and customer commitments.
Monitor daily service operations and adjust technician assignments when necessary, due to absences, emergencies, extended calls, customer escalations, parts delays, or other operational needs.
Serve as the primary technical and operational escalation point for complex diagnoses, repeat service calls, challenging customer situations, manufacturer issues, and difficult field conditions.
Conduct field ride-alongs, quality reviews, callback analysis, and technician coaching to improve workmanship and first-time completion rates.
Ensure technicians have the tools, equipment, information, parts support, and resources needed to perform their jobs safely and effectively.
Monitor technician productivity and service performance using key metrics such as completed calls, callback rates, schedule adherence, customer feedback, revenue, warranty recovery, overtime, and service quality.
Partner with leadership to identify opportunities to improve service efficiency, profitability, customer satisfaction, and technician utilization.
Own the onboarding and ongoing development of service technicians.
Provide hands-on technical coaching and field support.
Coordinate manufacturer-specific product training, both locally and remotely.
Ensure technicians maintain appropriate manufacturer certifications, licenses, technical qualifications, and required credentials.
Maintain visibility into technician skill levels and identify development needs by brand, product category, and repair type.
Crosstrain technicians between Albuquerque and El Paso to improve service coverage and strengthen the overall technical bench.
Train technicians on technical diagnostics as well as customer communication, professionalism, documentation, safety, and in-home service expectations.
Develop technicians to take on increasingly complex repairs and responsibilities.
Identify future lead technicians and support succession planning within the Service organization.
Provide accurate technician capacity and availability information.
Help determine the appropriate technician for each service call based on technical skill, certifications, geography, and product type.
Identify scheduling risks before they impact the customer.
Help prioritize urgent, repeat, high-impact, or escalated service calls.
Ensure Customer Experience has timely information regarding technician delays, technical challenges, parts needs, and changes in service expectations.
Support quick and professional resolution of escalated customer concerns.
Develop and maintain strong relationships with manufacturer representatives and technical support teams.
Coordinate manufacturer training and certification opportunities.
Stay current on product changes, service bulletins, diagnostic procedures, tools, repair requirements, and new technology.
Escalate complex technical issues to manufacturer resources when appropriate.
Help ensure technicians are properly trained and qualified to service the premium appliance brands supported by Dalton Service Center.
Partner with manufacturers and internal teams to identify recurring product issues and improve service outcomes.
Conduct regular technician meetings, huddles, one-on-ones, coaching sessions, and performance discussions.
Set clear performance expectations and hold technicians accountable.
Recognize strong performance and provide timely feedback when improvement is needed.
Participate in recruiting, interviewing, selection, and onboarding of new technicians.
Partner with Human Resources on employee development, performance management, corrective action, and other employee-related matters.
Build a culture centered on technical excellence, accountability, teamwork, ownership, safety, and customer service.

Benefits

Competitive salary – $75,000 annually, based on experience
Employee Stock Ownership Plan (ESOP)
401(k) with company match
Medical, dental, and vision insurance
Company-paid and voluntary life and disability benefits
Paid time off and paid holidays
Manufacturer and technical training opportunities
Professional development and leadership growth
Employee-owned culture
Opportunity to help shape and develop a growing multi-location Service organization