Service Manager Role Overview

Manage staff and ensure exceptional customer experiences by delivering high-quality service on every call.

Key Responsibilities

Sales Integration & Cross-Department Collaboration

• Implement sales strategies across departments following Nexstar best practices to drive profitability.
  • Attend daily huddles and collaborate with other departments to maximize cross-sales and lead generation.

Team Development & Training

• Coach technicians to build customer rapport and recommend appropriate products and services.
  • Conduct at least one product/technical training every two weeks.
  • Hold one soft skills training session every two weeks.
  • Perform ride-alongs with each technician every 10 days (ride in the same vehicle).
  • Conduct weekly one-on-one meetings to address technician concerns and provide individual support.

Performance Management & Accountability

• Monitor and hold technicians accountable to meet and exceed revenue and KPI goals, including:
  • Conversion rates, average ticket, tasks per option, membership conversion, sold hours, and callback ratios.
• Work closely with dispatch and customer service to align operations with business goals.
  • Ensure dispatchers assign the right technician to each call and monitor technician performance.
  • Utilize Rilla technology to track technician engagement on every call.

Operational Oversight & Scheduling

• Manage team schedules to align with demand, including on-call rotations, and approve or deny vacation requests.
• Ensure incentive programs are fair, consistent, and well-documented.
• Review and approve invoices, timesheets, incentives, and performance metrics.
• Provide technical assistance to field technicians as needed.
• Perform service and sales calls when required.
• Participate in the manager on-call rotation, offering after-hours and weekend support to technicians on after hours calls.

Vehicle & Inventory Management

• Perform biweekly vehicle inspections and ensure technicians maintain vehicle cleanliness.
  • Technicians with take-home vehicles must wash them monthly or when visibly dirty, whichever comes first.
• Assist with year-end material inventory of company vehicles and warehouse, ensuring completion within three days.
  • If not completed within 3 business days all employees (including managers) must report to the office on the following weekend until inventory has been completed.

Company Events

• Attend & Participate in the mandatory “Trunk or Treat” event hosted by Go Green in the month of October every year.
• Participate in a minimum of 4 yearly events not including the mandatory “Trunk or Treat” event during the month of October.

KPI & Financial Performance

• Ensure department performance aligns with management targets for:
  • Gross profit, labor costs, material expenses, and subcontractor usage.

Accountability Standards

• Review invoices to ensure compliance with service standards:
  • Options Per Call: HVAC (3-4), Plumbing/Electrical (4-6)
  • Tasks Per Option: HVAC (3+), Plumbing (4+), Electrical (3+)
  • Demand Conversion Rates: HVAC (80%), Plumbing (80%+), Electrical (80%)
  • Membership Conversion: 30%
  • Along with all other specified KPI’s that align with Nexstar best practices.
• Confirm every call includes clear documentation with photos, videos, and written notes.
• Confirm Rilla is being utilized on every service call ran.

Competencies for Success

• Proven experience in operations, or leadership.
• Willingness to get in the trenches with your team, no superiority complex, at Go Green, we are a team!
• Coachable, Humble, and Readiness to GROW
• Ability to inspire and motivate teams to achieve company goals.
• Strong organizational skills with excellent follow-through.
• Effective verbal and written communication abilities.
• Sound decision-making skills, especially in high-pressure situations.
• Public speaking or presentation skills are a plus.
• Empathetic leadership and ability to build trust.
• Thrive in fast-paced, goal-oriented environments.