Technical Service Manager

Cleaver-Brooks • Thomasville, GA

4d

About The Position

This role is responsible for the day-to-day operational management of the service department, ensuring that all service activities are planned, scheduled, executed, and documented efficiently. The position coordinates field resources, manages operational workflows, oversees service timelines, and ensures consistent service delivery across all customer accounts. This role requires strong organizational control, operational oversight, and the ability to maintain continuity in a fast-moving service environment.

Requirements

• Proficiency with Microsoft Office and operational software platforms (service management systems, scheduling tools, CRM systems).
• Experience managing operations in a high-volume service environment with multiple concurrent workstreams.
• Understanding of service KPIs such as response time, schedule adherence, backlog management, and resource utilization.
• Strong organizational and team-leadership skills with the ability to guide service personnel in fast-paced operational conditions.
• Ability to manage strong personalities and facilitate timely resolution of operational conflicts.
• High emotional intelligence and the ability to maintain composure during service disruptions, customer escalations, and operational bottlenecks.
• Clear and effective written and verbal communication skills.

Responsibilities

• Build customer trust and confidence in the CleaverBrooks / Customer partnership.
• Manage the face to face customer experience during support and repair interactions.  Every interaction must be customer centric and serve to restore and build confidence in the CleaverBrooks / Customer partnership.
• Focus on customer experience while observing company warranty policies, industry standards, and legal regulations.
• Manage the daily operational flow of the service department, including intake, scheduling, dispatching, and closure of service work orders.
• Serve as the central operations contact for customer inquiries, service requests, and escalations; coordinate with customers, representatives, and field personnel to support timely service delivery.
• Evaluate workload, technician availability, travel constraints, and job requirements to build optimized service schedules and assignment plans.
• Maintain real-time awareness of all active service jobs, technician locations, schedule changes, and operational disruptions; adjust resources as needed to maintain service continuity.
• Monitor service timelines, response times, job durations, and backlog levels to ensure compliance with internal goals and customer expectations.
• Review service reports for accuracy, completeness, and alignment with operational requirements; ensure all documentation is captured, filed, and routed appropriately.
• Facilitate communication flow across departments—service, engineering, parts, sales, warranty, and management—to ensure accurate handoffs, updates, and operational transparency.
• Generate operational quotes for non-warranty work, confirming labor estimates, required materials, and scheduling constraints.
• Oversee the operational lifecycle of billable service work, including quote creation, job completion verification, and invoice approval.
• Ensure all operational practices adhere to company policies, warranty guidelines, and applicable regulatory or industry standards.
• Identify workflow inefficiencies and recommend improvements to scheduling processes, communication protocols, dispatch procedures, and service documentation.
• Oversees Service technician training programs ensuring service technicians proficiency at all career stages.
• Responsible to execute the CleaverBrooks performance management system for all team members.
• Performs additional operational duties as required to support service department needs.

Benefits

• Competitive salary
• Comprehensive benefits, including medical, dental, vision, maternity support program, discounted virtual physician visits, voluntary medical benefits (Critical Illness, Hospital Care, and Accidental Injury), FSA, HSA, life insurance, short term and long-term disability
• Cash matching 401(k) plan
• Employee assistance program (EAP)
• Pet insurance
• Employee discount program
• Tuition assistance
• Paid time off and 11 paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed