What are the responsibilities and job description for the Service Manager position at Dexter Services, Inc.?
Key Competencies
- Customer Focus: Builds strong internal and external relationships through proactive, clear, and solutions-oriented communication
- Leadership & People Management: Ability to lead, coach, and develop a team while holding individuals accountable for results
- Operational Excellence: Strong planning, prioritization, and execution skills to manage multiple projects and deadlines
- Attention to Detail: Ensures accuracy in work orders, billing inputs, and operational tracking
- Problem Solving: Identifies root causes and implements practical solutions to remove roadblocks
- Technology Proficiency: Intermediate skills in Microsoft Office (Excel, Word, Outlook, Teams) and HRIS systems (e.g., Workday)
- Organization & Efficiency: Maintains structured processes, clean workspaces, and optimized workflows
- Safety Mindset: Champions a culture of safety in all service and warehouse operations
- Adaptability: Thrives in a fast-paced, multi-project environment
Position Responsibilities
Team Leadership & Development
- Lead, coach, and develop the Service department to achieve performance, quality, and safety expectations
- Set clear expectations, provide ongoing feedback, and conduct performance evaluations
- Train team members on technical skills, processes, and customer service standards
- Foster a culture of accountability, ownership, and continuous improvement
Operations & Service Delivery
- Plan, schedule, and prioritize service and installation work to meet customer needs and business objectives
- Ensure efficient routing, resource allocation, and timely completion of all jobs
- Monitor service performance metrics and implement improvements to increase efficiency and customer satisfaction
- Oversee accurate and timely completion of work orders, ensuring all labor, parts, and charges are properly documented
Customer & Sales Coordination
- Serve as a primary point of escalation for customer service issues, ensuring timely and effective resolution
- Partner with Sales to coordinate installations and align on customer expectations
- Build and maintain strong customer relationships that support long-term business growth
Process & Inventory Management
- Establish, implement, and continuously improve service department policies, procedures, and workflows
- Oversee warehouse operations, including organization, receiving, and inventory control of equipment
- Identify and eliminate bottlenecks in service and installation processes
Administrative & Compliance Responsibilities
- Review and approve employee transactions in HRIS (Workday), including timecards, PTO requests, and performance documentation
- Ensure compliance with company policies, safety standards, and regulatory requirements
- Maintain accurate records and reporting to support operational and financial performance
Business Ownership
- Align service operations with broader business priorities and financial goals
- Take ownership of departmental results, including productivity, cost management, and customer satisfaction
- Contribute to strategic planning and continuous improvement initiatives
Qualifications
- Associate’s Degree, Technical Degree, or equivalent industry experience required
- Prior supervisory or management experience strongly preferred
- Experience in service operations, field service, or related industry (commercial laundry experience a plus)
Physical Demands & Work Environment
- Regularly required to sit, stand, walk, and use hands and arms
- Occasionally required to lift and/or move up to 75 pounds
- Vision requirements include close, distance, color, peripheral, depth perception, and focus
- Work environment noise level is typically light to moderate
- Travel required less than 10%
The Service Manager drives performance through effective planning, coaching, and process improvement while maintaining a strong focus on safety, accountability, and customer satisfaction.