What are the responsibilities and job description for the Service Manager position at Joe Water?
Brief Description
Company : Joe Water
Job Responsibilities
Company : Joe Water
Job Responsibilities
- Lead, manage, coach, and develop the service technician team
- Provide ongoing technical, customer service, and sales training to technicians
- Establish accountability and performance expectations for service technicians
- Monitor technician productivity, efficiency, revenue production, average ticket, and estimate conversion
- Review technician-generated estimates and ensure appropriate customer follow-up
- Improve service department revenue while maintaining a strong customer experience
- Ensure technicians perform complete system evaluations and properly identify customer needs and system deficiencies
- Assist technicians with difficult diagnostics, troubleshooting, and escalated service calls
- Maintain quality-control standards and work to reduce callbacks, repeat visits, and warranty-related issues
- Review service performance and identify opportunities for technician coaching and improvement
- Help develop and maintain service procedures, standards, and best practices
- Work with the office/scheduling team to improve technician utilization, routing, and overall department efficiency
- Assist with recruiting, onboarding, and training new service technicians
- Support the development of residential and commercial service opportunities
- Handle escalated customer concerns related to the service department when necessary
- Communicate department performance, staffing needs, issues, and opportunities to company leadership
- Maintain accountability for company vehicles, equipment, tools, and technology assigned to the service team
- Perform other service-management duties as reasonably required to support company growth and operations