Service Manager

Sila Services • Full-time • Norwalk, CT • 1w ago

Service Manager

Operations & Customer Experience HVAC | Plumbing | Electrical

Role Overview

The Service Manager is the operational heartbeat of our service departments. This role goes beyond traditional field oversight — it’s the connective tissue between the customer experience, the scheduling board, the technician team, and the financial close process. Equal parts coach, dispatcher, communicator, and administrator, the Service Manager ensures that every job gets on the board, every customer gets a great experience, and every dollar gets captured.

This role owns both the people side (coaching, performance, team development) and the operational side (scheduling, AR, job batching, commissions) — making it one of the most impactful positions in the branch.

Compensation: $90,000-$110,00 base + performance bonuses up to 15% of base

$90,000 - $115,000 a year

Reporting Structure

Reports To: General Manager
Collaborates With: Sales, Warehouse, Install, CX, Field Supervisors, Service Team Leaders, and Technicians

Core Values in Action

Likeable: Brings positive energy to stressful situations and builds a team culture people want to be part of.
Ethical: Leads with fairness and honesty whether handling a customer issue, coaching a technician, or closing a billing dispute.
Responsible: Owns outcomes — holds the team accountable for safety, communication, and performance while hitting KPIs.
Knowledgeable: Knows the trades and how to run a service operation. Coaches confidently and stays current.
Reliable: Shows up prepared and consistent. Keeps jobs, people, and information moving every single day.

What You’ll Do

This role operates across three rhythms — Daily (the Big Rocks that keep operations running), Weekly (the Little Rocks that keep the business clean), and Monthly (the Sand that closes the loop on financials and compliance).

Rhythm

Category

Key Responsibilities

Daily

Communications & Customer Experience
Monitor and respond to inbound emails and customer inquiries
Handle inbound customer calls and provide front-line service support as needed
Manage technician field calls — handle questions, escalations, and real-time problem solving
Scheduling & Dispatch
Build and manage the HVAC Install schedule for daily execution
Schedule and optimize HVAC Service, Plumbing, and Electrical jobs
Monitor the Hold Board and proactively call on all unscheduled install jobs
Address same-day missed appointment reschedules (ARs) in real time
Reporting & Huddles
Populate Daily Huddle data in the Excel tracker across all departments
Send out Daily TGL Stats and the Daily Huddle Sheet to leadership
Field & Team Support
Coach and support Service Team Leaders in dispatch decisions and technician performance
Monitor job notes, documentation, and CRM accuracy
Respond to urgent reschedules and escalations in real time

Weekly

Accounts Receivable
Manage all open AR collections — follow up until resolved
Process approved customer refunds accurately and timely
Job & Ticket Management
Conduct ticket reviews: pulse check open jobs and clean up incomplete records
Batch all completed jobs to ensure revenue is properly recorded
Review and approve invoices, diagnostics, and estimates for accuracy
Team & Performance
Hold weekly Service Team Leader meetings focused on KPIs, training, and alignment
Conduct 1-on-1s with STLs to review technician performance and coach on leadership
Track and follow up on open opportunities, unresolved repairs, and warranty calls

Monthly

Financial Close
Submit technician and team commissions by month-end deadline
Confirm all subcontractor fees on jobs are received before close
Ensure all jobs are fully batched with no open revenue left on the board
Dept. Review & Development
Review department KPIs and lead improvement initiatives (conversion rate, billable efficiency, membership conversion, lead conversion)
Conduct formal audits on vehicles, tools, and technician readiness
Collaborate with CX and warehouse to forecast parts, seasonal needs, and lead flow
Contribute to hiring, onboarding, and advancement decisions for the service team

How Success Is Measured

Options per Opportunity

Consistently presents multiple repair and upgrade options to educate customers and provide the best solutions for their needs.

Opportunity Conversion Rate

Converts a high percentage of service opportunities into completed, revenue-generating work.

Converted Job Average

Maintains an average ticket value that meets or exceeds company performance goals.

Billable Efficiency

Maximizes productivity by maintaining strong billable efficiency and minimizing non-billable time.

Membership Conversion Rate

Effectively communicates the value of our maintenance plans and consistently enrolls new members.

Lead Conversion Rate

Generates quality equipment replacement and upgrade leads that result in sold jobs.

AR Aging & Collection Rate

Completes documentation accurately and promptly to support timely billing and collections.

Job Batching Accuracy

Ensures all completed work is properly documented, closed out, and processed on time.

Customer Experience Score

Delivers exceptional service that results in positive reviews, referrals, and high customer satisfaction.

First-Time Fix Rate

Diagnoses and resolves issues correctly on the first visit, minimizing callbacks and repeat trips.

Team Development

Demonstrates continuous improvement through training, coaching, certifications, and skill development.

Skills You Need

Leadership: You coach, guide, and hold your team accountable with clarity and consistency.
Service Expertise: You understand diagnostic and repair procedures across HVAC, plumbing, and electrical systems.
Operational Coordination: You effectively manage dispatch, scheduling, and real-time field issues across multiple departments.
Financial & Billing Ownership: You own the AR process from invoice to collection — persistent, accurate, and professional.
Customer Communication: You confidently represent the company and support both routine and escalated customer interactions.
Technology Proficiency: You use CRM tools, scheduling platforms, Excel, and communication tools to keep operations tight.
Data Analysis: You understand KPIs, spot trends, and translate data into daily action.
Cross-Departmental Collaboration: You work fluidly with Install, Warehouse, CX, and Sales to keep the whole machine running.

Education & Certifications

High school diploma or GED required
Trade school certification or equivalent field experience preferred
EPA Certification or relevant trade license is a plus

Physical & Environmental Requirements

Occasional jobsite visits including basements, attics, crawl spaces, and outdoor conditions
Ability to lift up to 40 lbs and inspect work on ladders or rooftops
Standing, walking, driving, and field exposure required in varying weather
Flexibility for early starts, late finishes, or emergency support based on business needs

Benefits: