POSITION SUMMARY
The Service Manager is a high-impact leadership role responsible for the strategic management and active growth of the Service Division. This is not an administrative position; it is a hands-on role that coordinates daily with Customer Support, Sales, Estimating, and Field Crews to drive operational efficiency and division profitability. The Service Manager is responsible for optimizing schedules, ensuring jobs are completed on time and under budget, and coaching field crews to reach their full potential. Key accountability includes working with sales to generate upselling opportunities, holding the team compliant with company SOPs, and providing direct coaching to ensure all KPI targets are met. This role reports to the Director of Operations for operational accountability and provides weekly performance data to the leadership team.
ABOUT VMA ELECTRIC
VMA Electric is a family-owned electrical contracting firm serving Central Massachusetts. Our mission is to provide exceptional service that ensures long-term client loyalty while fostering a work environment dedicated to the personal, professional, and financial advancement of our team members. We are committed to a high-performance culture that values our employees as individuals. Our operations and hiring practices are guided by our core values: being Customer-Focused, Results-Driven, Process-Driven, and Collaborative. We seek dedicated professionals who embody these principles to join our growing organization.
PERFORMANCE OBJECTIVES
Listed in order of significance. These objectives define the specific work, key tasks, and duties that direct this role toward achieving the company’s most important business goals.
- Maintain Service Division gross margin at or above 20% through disciplined pricing and labor control
- Coach service team on upselling and achieving targets of 4x hourly rates
- Oversee CRM software scheduling, with daily management handled by the office customer support team.
- Coach field crews on identifying and upselling discovered work to increase average ticket value and division profitability
- Hold the service team accountable to KPI targets and company SOPs through regular performance reviews and real-time coaching
- Prepare accurate job stock lists before technician dispatch to ensure an 80% first-call resolution rate
- Take on high-level customer technical escalations specific to the job
- Conduct weekly review meetings with the service team covering high-level topics, training on technical abilities and sales, and SOP compliance
- Ensure trucks/fleet, uniforms, and branding are maintained to proper company standards
KEY COMPETENCIES
The following competencies reflect the knowledge, skills, and abilities required to succeed in this role and within VMA Electric’s culture.
- Master-level electrical expertise with a proven track record of leading high-performance service teams
- Strategic leadership focusing on technical mentorship, technician accountability, and division-wide growth
- Expert sales management capable of identifying and closing high-value generator and service opportunities
- Builds professional customer relationships that drive repeat business and referrals
- Ability to oversee CRM workflows and performance reporting while the office team manages manual scheduling
- Manages service emergencies and customer escalations with a calm, decisive approach
- Delivers accurate, on-time reports to the leadership team without requiring follow-up
EDUCATION & EXPERIENCE
- High school diploma or GED required
- High-level electrical expertise with a minimum of 3 years in a management role, emphasizing leadership and sales strategy
- Prior experience creating service estimates and managing open quote follow-up required
- Prior experience managing or growing a Generator or Service sales pipeline strongly preferred
- Demonstrated proficiency with CRM software required
- Formal education in business management or construction management is a significant advantage
- Valid Massachusetts Journeyman or Master Electrical license required; valid driver’s license required
- OSHA 10 certification required — must be obtained within 60 days if not already held
PHYSICAL REQUIREMENTS
- Travels to job sites regularly to conduct field reviews and provide hands-on support to technicians
- Walks through residential and commercial properties in varying weather and working conditions
- Navigates environments with noise, debris, or confined spaces typical of active service environments
- Occasional desk and computer work required for CRM reviews, estimate reviews, and metrics reporting
- Occasional lifting of up to 50 lbs. may be required in field settings
- All site activity conducted in compliance with VMA Electric’s safety standards and applicable PPE requirements
- Reasonable accommodations will be made as required by applicable law
BENEFITS & PERKS - Most available after 90 days
- Exceptional health insurance package
- Colonial Life Insurance Policy ($15K)
- 401K with company match
- Tuition reimbursement
- Paid holidays
- Paid time off (PTO available after 1 year)
- Uniform & PPE provided
- Incentive opportunities
- Professional training & development opportunities
- Clear career advancement path
- Weekly pay
COMMITMENT TO DIVERSITY
As an equal opportunity employer committed to meeting the needs of a multigenerational and multicultural workforce, VMA Electric recognizes that a diverse staff, reflective of our community, is an integral and welcome part of a successful and ethical business. We hire local talent at all levels regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation, or disability and actively foster inclusion in all forms both within our company and across interactions with clients, candidates, and partners.
Pay: $70,000.00 - $90,000.00 per year
Benefits:
- 401(k) matching
- Health insurance
- Life insurance
- Professional development assistance
Work Location: In person
