The Service Manager is responsible for leading the daily operations, performance, safety, and profitability of the service department. This position oversees service technicians, senior service technicians, service coordinators, and service-related workflow to ensure customer needs are met in a timely, professional, and cost-effective manner. The Service Manager drives technician productivity, customer satisfaction, warranty control, documentation accuracy, safety compliance, and continuous improvement across all assigned service operations.
- Lead, schedule, and manage the daily activities of service technicians assigned to the division, ensuring work is prioritized, dispatched, completed, and documented efficiently.
- Provide direct oversight and coaching to senior service technicians and field technicians on troubleshooting, repair strategy, labor planning, service procedures, and complex customer issues.
- Partner with service coordinators to improve scheduling discipline, customer communication, work order accuracy, billing readiness, and overall paperwork flow.
- Review open work orders, technician efficiency, labor utilization, warranty activity, service backlog, and customer service trends to identify areas for improvement and take corrective action when needed.
- Maintain strong customer relationships by responding promptly to service concerns, resolving complaints professionally, and reinforcing customer confidence in FS-Compression’s service capabilities.
- Drive workmanship quality and technical consistency by reinforcing company standards, manufacturer requirements, proper documentation, and professional field practices.
- Develop, train, and evaluate service technicians to ensure technical competency, safe work practices, customer-service professionalism, and continued growth within the compressed air industry.
- Support quoting and planning for service projects, repairs, replacements, installations, upgrades, preventative maintenance agreements, and other customer service needs.
- Oversee warranty work to ensure proper authorization, documentation, parts usage, claim support, and cost control while minimizing the negative impact on service department revenue.
- Promote compliance with company policies, safety requirements, customer site rules, environmental practices, and applicable regulatory standards.
- Manage service department assets, including service trucks, tools, equipment, and materials, to ensure they are maintained, assigned appropriately, and used responsibly.
- Collaborate with sales, parts, warehouse, accounting, factory representatives, and other department leaders to improve workflow, communication, customer responsiveness, and overall branch performance.
- Participate in hiring, onboarding, staffing plans, and technician capacity reviews to maintain appropriate service coverage based on workload, customer demand, and approved business needs.
- Continuously improve knowledge of compressors, dryers, filtration, piping, condensate management, controls, vacuum systems, blowers, and related compressed air technologies through training, factory schools, industry events, and technical publications.
• Computer skills required: Inventory Software; Microsoft Office; Payroll Systems; Project Management Software
• Knowledge of export regulations and documentation requirements
• Knowledge of mathematics and basic statistics, including use of Excel for performance tracking
• Excellent customer service skills, including phone etiquette and email correspondence.
• Firm commitment to excellence and high standards
• Proven excellence in teambuilding and leadership skills; able to enhance team productivity and standards of work produced
• Excellent verbal and written communications skills including ability to listen attentively and to communicate information clearly and effectively
• Interpersonal influence; able to collaborate and work closely with other departments and leadership
• Excellent problem solving, process analysis, and improving business practice skills
• Outstanding time-management skills with proven ability to manage multiple projects at a time while meeting deadlines
• Good judgement skills with the ability to make timely and sound decisions
• Detail oriented and highly organized with the ability to prioritize duties and responsibilities
• Self-motivated, resourceful and adaptable; able to work independently within team focused environment
• Must possess a strong personal desire for improvement and the desire to motivate others to be better tomorrow than they are today
• Proficient with Microsoft Office 365 software; SAP experience preferred
