What are the responsibilities and job description for the Service Manager position at Phoenix Services?
Position Overview
We are seeking an experienced, results-driven Appliance Repair Service Manager to lead our growing field and office operations across Southeast Michigan and Northwest Ohio. In this role, you will directly oversee a dedicated team of 6 Field Technicians and 3 Customer Service Representatives (CSRs). You will be responsible for operational efficiency, dispatch optimization, team accountability, and driving profitability while maintaining elite levels of customer satisfaction.
Key Responsibilities
- Team Leadership: Manage, mentor, and evaluate 6 field technicians and 3 office CSRs.
- Operational Workflow: Bridge the gap between the office and the field. Ensure CSRs book efficiently and technicians execute jobs smoothly.
- Cross-Border Dispatching: Optimize daily technician routing across the MI/OH state line to minimize drive times and maximize completed calls per day.
- Performance Metrics: Monitor and improve key performance indicators (KPIs), including First-Time Fix Rates, technician efficiency, and CSR booking rates.
- Inventory & Parts Control: Oversee truck stock inventory, part ordering processes, and vendor relationships to ensure parts arrive rapidly.
- Technical Support: Serve as an escalation point for complex technical repair issues or high-priority customer service complaints.
Requirements
- Must have 3 years of management experience in residential service, HVAC, plumbing, or appliance repair industries.
- Strong knowledge of residential appliance repair (refrigeration, cooking, laundry) is highly preferred but not required
- EPA Certification (Type I / Universal) is a major plus.
- Proficiency with modern dispatch/FSM software (e.g., PAI, SCS, EPASS).
- Valid driver’s license with a clean driving record (required for regional travel).
Benefits
- Competitive base salary plus performance-based monthly/quarterly bonuses.
- Company-provided vehicle and fuel card.
- Health insurance.
- Paid time off (PTO) and holiday pay.
- Company phone, laptop, and ongoing professional development.
Pay: $65,000.00 - $80,000.00 per year
Work Location: In person
Salary : $65,000 - $80,000