Service Manager

Service Manager

Direct Hire

Rossville, IN

About Acculevel:

Acculevel is a trusted leader in home repair, specializing in foundation repair, basement waterproofing, crawl space encapsulation, and concrete leveling. We pride ourselves on helping homeowners preserve and protect their greatest asset. Our success is built on integrity, high-quality workmanship, and honest, transparent customer service.

Position Summary

We are looking for an energetic, data-driven, and people-focused Service Manager to head our service department and join our leadership team. In this role, you will be fully responsible for leading, mentoring, and optimizing our team of Service Technicians. You will play a crucial part in directing daily service operations, driving key performance metrics, ensuring top-tier service delivery, and fostering a culture of accountability and continuous improvement across the department.

If you are a strategic problem-solver who thrives in a fast-paced environment and knows how to motivate and scale a field team, we want to hear from you.

Key Responsibilities

1. Departmental Leadership & Oversight

• Lead Field Technicians: Oversee daily scheduling, dispatching, and field operations for our entire team of Service Technicians to ensure maximum efficiency.
• Coaching & Development: Provide ongoing mentorship, technical support, and performance feedback to technicians to build a highly skilled, engaged, and safety-conscious team.
• Quality Assurance: Establish and enforce quality standards; conduct job site audits and review completed work orders to ensure all repairs meet Acculevel’s strict quality and safety benchmarks.

2. Performance Tracking & Revenue Metrics

• Own KPIs: Track, analyze, and report on key performance indicators (KPIs) including response times, first-time fix rates, customer satisfaction scores (CSAT), and individual technician efficiency.
• Drive Revenue & Retention: Manage maintenance contract renewals and implement strategies for technicians to effectively offer upsells or additional necessary solutions to homeowners.
• Performance Reviews: Conduct formal and informal performance evaluations, implementing corrective action, accountability measures, or performance improvement plans when necessary.

3. Strategic & Operational Management

• Escalation Management: Serve as the primary point of contact for complex customer inquiries or complaints, resolving issues quickly to maintain high customer retention and brand integrity.
• Process Improvement: Streamline departmental workflows, optimize routing strategies, and develop standard operating procedures (SOPs) to scale operations.
• Inventory & Fleet Assets: Manage department assets, including the service fleet vehicles, specialized tools, inventory levels, and safety equipment.

Qualifications

• Experience: 4–6 years of experience in service operations, field management, or a dedicated leadership role. Experience in residential construction, foundation repair, waterproofing, or home services is a major plus.
• Data Literacy: Proven ability to read, interpret, and leverage operational metrics and KPIs to make strategic decisions and drive team performance.
• Tech-Savvy: Strong proficiency with Service CRM software (e.g., ServiceTitan, Salesforce, or similar dispatch tools) and Microsoft Office/Google Workspace.
• Communication Skills: Exceptional verbal and written communication skills; ability to balance firm accountability with empathetic leadership.
• Problem Solver: Calm under pressure with a knack for handling logistics puzzles and successfully de-escalating customer issues.
• License: Valid driver’s license and a clean driving record.

Benefits:

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

Work Location: In person