Service Manager

Position Summary

The Service Manager role is ideal for a highly organized, driven individual who can lead and grow our Repair & Maintenance (“Service”) department. This position plays a critical role in customer retention, recurring revenue growth, and delivering an exceptional client experience—from the initial service request through final invoicing.

The Service Manager serves as the primary point of contact for all service-related inquiries and is responsible for ensuring timely response, clear communication, and seamless execution. This role requires a strong balance of customer-facing communication, internal coordination, and operational follow-through in a fast-paced, high-volume environment.

At Poyant, service is more than repairs—it’s about proactively helping clients maintain, improve, and extend the life of their signage and lighting assets. The ideal candidate is confident, responsive, detail-oriented, and thrives under pressure while managing multiple priorities.

Key Responsibilities

Client Experience & Service Sales

• Manage and grow Service department revenue by developing and executing service sales strategies aligned with company goals.
• Serve as the primary point of contact for all incoming service requests via phone, email, and client service portals, responding within 24 hours.
• Review client requests and provide clear service rates, estimated budgets, and scheduling expectations.
• Educate clients on repair, maintenance, and replacement options for outdated signage and lighting systems.

Service Coordination & Execution

• Track and manage all service requests from initial intake through job completion and invoicing.
• Organize and lead project meetings, including kick-offs, job reviews, and work-in-progress check-ins, as applicable.
• Coordinate permitting, engineering, surveys, site visits, subcontractor work, and vendor logistics as required.
• Collaborate closely with Service Technicians, Field Services Supervisor, Operations, Production, Purchasing, Scheduling, Design, Estimating, and Accounting teams.
• Research past service history and site conditions, including photos and access requirements, to support accurate job planning.
• Ensure clients are notified a minimum of 24 hours prior to any site visit.
• Coordinate site access and prepare detailed crew communications with job-specific instructions.
• Hire and manage subcontractors, police details, and external vendors as needed.

Communication & Documentation

• Maintain real-time, accurate records in KIMCO and Egnyte throughout the service lifecycle.
• Provide proactive client updates during service execution and upon completion, including timely updates to client service portals when required.
• Communicate daily with Scheduling regarding service status, priorities, and field progress.
• Request and track parts orders in coordination with the Purchasing Department.
• Ensure all required documentation is received from Service Technicians to support timely invoicing.
• Close out completed service calls with Accounting within 24–48 hours of job completion to ensure prompt billing.

Leadership & Continuous Improvement

• Lead the internal Service Ambassador Program to increase service awareness and engagement.
• Identify and implement improvements to service workflows, communication, and customer satisfaction.
• Anticipate potential issues and proactively address them to prevent delays or client dissatisfaction.

Core Competencies

• Customer-Centric Mindset: Delivers exceptional service through responsiveness, clarity, and professionalism.
• Operational Organization: Manages multiple service requests with precision and consistency.
• Urgency & Adaptability: Thrives in a fast-paced environment with shifting priorities.
• Collaborative Communication: Works effectively across departments and with external partners.
• Sales & Growth Orientation: Understands how service supports long-term client relationships and revenue.
• Ownership & Accountability: Takes responsibility from intake through completion and follow-up.

Required Qualifications

• Minimum of three (3) years of experience in service management, customer service, or a related role; or an equivalent combination of education and experience.
• Demonstrated ability and desire to grow service sales and department profitability.
• Excellent organizational skills with strong attention to detail.
• Ability to manage multiple projects simultaneously in a fast-paced environment.
• Strong problem-solving skills and the ability to respond quickly in dynamic situations.
• Proficiency with Microsoft Office (Word, Excel) and internet-based systems.
• Working knowledge of basic math and service-related calculations.
• Ability to work both independently and collaboratively within a team environment.

Physical & Work Environment Requirements

• Primarily office-based with coordination of field service activities.
• Ability to work at a computer for extended periods.
• Occasional site coordination and interaction with field personnel.

Note

This job description is not intended to be all-inclusive. The employee may be required to perform

Salary : $29