Service Department Manager

VMA Electric Inc. • Full-time • Marlborough, Massachusetts, United States • $70,000 - $90,000 / year • 2m ago

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: