Field Supervisor/Service Manager

About the role

Service Manager - All 4 Seasons Position Title: Field Supervisor/Service Manager Reports To: Brand President / General Manager Position Summary The Service Manager is responsible for the overall performance, accountability, culture, and profitability of the service department at All 4 Seasons. This leader will drive technician performance, ensure operational excellence, maintain a high-performance culture, and create a best-in-class customer experience. This role is not a desk job. The ideal candidate spends time in the field coaching technicians, conducting ride-alongs, reviewing KPIs, handling customer escalations, interviewing and onboarding new talent, and developing the team through structured one-on-one coaching. The Service Manager will own service revenue growth, technician development, operational consistency, customer satisfaction, and department profitability. PRIMARY RESPONSIBILITIES Team Leadership & Accountability Lead daily service huddles and team meetings. Set clear expectations and hold technicians accountable to company standards. Conduct weekly one-on-one meetings with technicians. Create performance improvement plans when necessary. Coach and develop technicians to improve sales, customer service, and technical skills. Build a culture of ownership, accountability, and continuous improvement. KPI Management Monitor and manage department performance through daily, weekly, and monthly KPI reviews. Key KPIs include: Revenue per technician Average ticket Close rate Membership sales Conversion rate Callback percentage Warranty percentage Technician efficiency Utilization rate Revenue per lead Customer satisfaction scores Review generation Capacity planning adherence The Service Manager must identify performance gaps and implement action plans to improve results. Ride-Alongs & Field Coaching Conduct regular technician ride-alongs. Observe sales process execution. Ensure proper use of company sales systems. Coach technicians in real time. Evaluate technical performance and customer interactions. Reinforce company standards and best practices. Daily Operational Management Run daily service meetings. Monitor technician schedules and dispatch efficiency. Ensure proper capacity planning. Verify jobs are properly completed and documented. Review service opportunities and revenue forecasts. Support dispatch and CSR teams when needed. Recruiting & Hiring Recruit top service talent. Conduct first-round interviews. Evaluate technical ability and cultural fit. Assist with hiring decisions. Build a pipeline of future technicians and leaders. New Hire Onboarding Manage onboarding process for new employees. Ensure completion of training programs. Conduct 30, 60, and 90-day check-ins. Establish performance expectations from day one. Accelerate technician development. Customer Escalations Handle high-level customer concerns. Resolve service issues professionally. Protect company reputation. Turn dissatisfied customers into promoters. Work with technicians to prevent recurring issues. Process & Operational Excellence Ensure adherence to company processes. Maintain consistency in service execution. Audit job quality. Review callbacks and warranty trends. Identify operational inefficiencies. Implement corrective actions. TRAITS & CHARACTERISTICS REQUIRED Strong Leadership Presence Leads from the front. Holds people accountable. Earns respect through action. Comfortable having difficult conversations. Competitive & Results Driven Loves winning. Motivated by performance. Holds high standards. Constantly pushes for improvement. High Emotional Intelligence Builds relationships quickly. Understands personalities. Coaches effectively. Handles conflict professionally. Strong Communicator Communicates clearly and confidently. Delivers feedback effectively. Creates alignment across departments. Motivates teams through communication. Problem Solver Identifies root causes. Uses data to make decisions. Develops practical solutions. Remains calm under pressure. Field Coach Mentality Enjoys teaching and developing people. Prefers coaching over managing. Invested in employee growth. Comfortable spending significant time in the field. Process-Oriented Follows systems. Creates consistency. Uses KPIs to drive decisions. Understands operational discipline. Customer-Focused Prioritizes customer experience. Handles escalations professionally. Protects company reputation. Creates long-term customer loyalty. IDEAL CANDIDATE PROFILE The ideal Service Manager is a former high-performing technician, field supervisor, or service manager who has successfully led teams, driven revenue growth, and developed technicians into top performers. Preferred Experience 5+ years service industry experience 3+ years leadership experience Experience managing technicians Strong understanding of service KPIs Experience conducting ride-alo

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