About the job
The Facility Service Manager plays a pivotal role in overseeing daily service operations, effectively managing field technicians and dispatch teams, and ensuring exceptional service delivery across all client accounts. This position requires a unique blend of leadership, operational management, customer relations, and financial oversight.
The Service Manager will review incoming service requests, ensure compliance with Service Level Agreements (SLAs), manage staffing requirements, and drive operational efficiencies while nurturing strong relationships with both clients and team members.
Key Responsibilities:
- Oversee all incoming service requests, preventative maintenance, and repair work.
- Review and prepare accurate estimates in alignment with client SLAs.
- Ensure timely scheduling, staffing, and completion of work orders within budget.
- Facilitate daily coordination meetings with the Service Coordinator.
- Monitor key metrics including work order volume, revenue, and productivity.
Team Leadership & Development:
- Recruit, train, mentor, and develop service technicians and support staff.
- Assess staffing requirements and allocate resources effectively for each work order.
- Set performance goals and provide continuous feedback to team members.
- Identify training opportunities to enhance technical and leadership skills.
- Ensure a safe working environment in compliance with OSHA standards.
Client & Financial Management:
- Maintain regular communication with active clients.
- Foster long-term relationships through proactive engagement.
- Ensure service delivery meets contractual SLAs and quality standards.
- Track budgets, labor costs, and monthly financial performance.
- Strive to increase work order volume from existing clients year over year.
Process Improvement:
- Develop and implement systems and procedures to enhance operational efficiency.
- Analyze performance data to facilitate service improvements.
- Coordinate with subcontractors and vendors as necessary.
Performance Expectations:
- Maintain high levels of client satisfaction and nurture long-term relationships.
- Achieve targeted increases in service volume from existing clients.
- Manage required monthly work order and revenue thresholds.
- Promote a positive, high-performing team environment.

