Position Summary

The Service Manager role is ideal for a highly organized, driven individual who can lead and grow our Repair & Maintenance (“Service”) department. This position plays a critical role in customer retention, recurring revenue growth, and delivering an exceptional client experience—from the initial service request through final invoicing.

The Service Manager serves as the primary point of contact for all service-related inquiries and is responsible for ensuring timely response, clear communication, and seamless execution. This role requires a strong balance of customer-facing communication, internal coordination, and operational follow-through in a fast-paced, high-volume environment.

At Poyant, service is more than repairs—it’s about proactively helping clients maintain, improve, and extend the life of their signage and lighting assets. The ideal candidate is confident, responsive, detail-oriented, and thrives under pressure while managing multiple priorities.

Key Responsibilities

Client Experience & Service Sales

Manage and grow Service department revenue by developing and executing service sales strategies aligned with company goals.

Serve as the primary point of contact for all incoming service requests via phone, email, and client service portals, responding within 24 hours.

Review client requests and provide clear service rates, estimated budgets, and scheduling expectations.

Educate clients on repair, maintenance, and replacement options for outdated signage and lighting systems.

Service Coordination & Execution

Track and manage all service requests from initial intake through job completion and invoicing.

Organize and lead project meetings, including kick-offs, job reviews, and work-in-progress check-ins, as applicable.

Coordinate permitting, engineering, surveys, site visits, subcontractor work, and vendor logistics as required.

Collaborate closely with Service Technicians, Field Services Supervisor, Operations, Production, Purchasing, Scheduling, Design, Estimating, and Accounting teams.

Research past service history and site conditions, including photos and access requirements, to support accurate job planning.

Ensure clients are notified a minimum of 24 hours prior to any site visit.

Coordinate site access and prepare detailed crew communications with job-specific instructions.

Hire and manage subcontractors, police details, and external vendors as needed.

Communication & Documentation

Maintain real-time, accurate records in KIMCO and Egnyte throughout the service lifecycle.

Provide proactive client updates during service execution and upon completion, including timely updates to client service portals when required.

Communicate daily with Scheduling regarding service status, priorities, and field progress.

Request and track parts orders in coordination with the Purchasing Department.

Ensure all required documentation is received from Service Technicians to support timely invoicing.

Close out completed service calls with Accounting within 24–48 hours of job completion to ensure prompt billing.

Leadership & Continuous Improvement

Lead the internal Service Ambassador Program to increase service awareness and engagement.

Identify and implement improvements to service workflows, communication, and customer satisfaction.

Anticipate potential issues and proactively address them to prevent delays or client dissatisfaction.

Core Competencies

Customer-Centric Mindset: Delivers exceptional service through responsiveness, clarity, and professionalism.

Operational Organization: Manages multiple service requests with precision and consistency.

Urgency & Adaptability: Thrives in a fast-paced environment with shifting priorities.

Collaborative Communication: Works effectively across departments and with external partners.

Sales & Growth Orientation: Understands how service supports long-term client relationships and revenue.

Ownership & Accountability: Takes responsibility from intake through completion and follow-up.