About this Field Supervisor/Service Manager role at Guild Garage Group
Service Manager – All 4 Seasons
Position Title: Field Supervisor/Service Manager
Reports To: Brand President / General Manager
Position Summary
The Service Manager is responsible for the overall performance, accountability, culture, and profitability of the service department at All 4 Seasons. This leader will drive technician performance, ensure operational excellence, maintain a high-performance culture, and create a best-in-class customer experience.
This role is not a desk job. The ideal candidate spends time in the field coaching technicians, conducting ride-alongs, reviewing KPIs, handling customer escalations, interviewing and onboarding new talent, and developing the team through structured one-on-one coaching.
The Service Manager will own service revenue growth, technician development, operational consistency, customer satisfaction, and department profitability.
PRIMARY RESPONSIBILITIES
Team Leadership & Accountability
- Lead daily service huddles and team meetings.
- Set clear expectations and hold technicians accountable to company standards.
- Conduct weekly one-on-one meetings with technicians.
- Create performance improvement plans when necessary.
- Coach and develop technicians to improve sales, customer service, and technical skills.
- Build a culture of ownership, accountability, and continuous improvement.
KPI Management
Monitor and manage department performance through daily, weekly, and monthly KPI reviews.
Key KPIs include:
- Revenue per technician
- Average ticket
- Close rate
- Membership sales
- Conversion rate
- Callback percentage
- Warranty percentage
- Technician efficiency
- Utilization rate
- Revenue per lead
- Customer satisfaction scores
- Review generation
- Capacity planning adherence
The Service Manager must identify performance gaps and implement action plans to improve results.
Ride-Alongs & Field Coaching
- Conduct regular technician ride-alongs.
- Observe sales process execution.
- Ensure proper use of company sales systems.
- Coach technicians in real time.
- Evaluate technical performance and customer interactions.
- Reinforce company standards and best practices.
Daily Operational Management
- Run daily service meetings.
- Monitor technician schedules and dispatch efficiency.
- Ensure proper capacity planning.
- Verify jobs are properly completed and documented.
- Review service opportunities and revenue forecasts.
- Support dispatch and CSR teams when needed.
Recruiting & Hiring
- Recruit top service talent.
- Conduct first-round interviews.
- Evaluate technical ability and cultural fit.
- Assist with hiring decisions.
- Build a pipeline of future technicians and leaders.
New Hire Onboarding
- Manage onboarding process for new employees.
- Ensure completion of training programs.
- Conduct 30, 60, and 90-day check-ins.
- Establish performance expectations from day one.
- Accelerate technician development.
Customer Escalations
- Handle high-level customer concerns.
- Resolve service issues professionally.
- Protect company reputation.
- Turn dissatisfied customers into promoters.
- Work with technicians to prevent recurring issues.
Process & Operational Excellence
- Ensure adherence to company processes.
- Maintain consistency in service execution.
- Audit job quality.
- Review callbacks and warranty trends.
- Identify operational inefficiencies.
- Implement corrective actions.
TRAITS & CHARACTERISTICS REQUIRED
Strong Leadership Presence
- Leads from the front.
- Holds people accountable.
- Earns respect through action.
- Comfortable having difficult conversations.
Competitive & Results Driven
- Loves winning.
- Motivated by performance.
- Holds high standards.
- Constantly pushes for improvement.
High Emotional Intelligence
- Builds relationships quickly.
- Understands personalities.
- Coaches effectively.
- Handles conflict professionally.
Strong Communicator
- Communicates clearly and confidently.
- Delivers feedback effectively.
- Creates alignment across departments.
- Motivates teams through communication.
Problem Solver
- Identifies root causes.
- Uses data to make decisions.
- Develops practical solutions.
- Remains calm under pressure.
Field Coach Mentality
- Enjoys teaching and developing people.
- Prefers coaching over managing.
- Invested in employee growth.
- Comfortable spending significant time in the field.
Process-Oriented
- Follows systems.
- Creates consistency.
- Uses KPIs to drive decisions.
- Understands operational discipline.
Customer-Focused
- Prioritizes customer experience.
- Handles escalations professionally.
- Protects company reputation.
- Creates long-term customer loyalty.
IDEAL CANDIDATE PROFILE
The ideal Service Manager is a former high-performing technician, field supervisor, or service manager who has successfully led teams, driven revenue growth, and developed technicians into top performers.
Preferred Experience
- 5+ years service industry experience
- 3+ years leadership experience
- Experience managing technicians
- Strong understanding of service KPIs
- Experience conducting ride-alongs and coaching
- Proven track record of growing revenue and profitability
- Experience handling customer escalations
- Familiarity with ServiceTitan preferred
SUCCESS IN THE FIRST 90 DAYS
First 30 Days
- Learn team members and culture.
- Complete technician ride-alongs.
- Establish KPI baseline.
- Begin weekly one-on-ones.
- Build relationships with service team.
Days 31-60
- Implement accountability systems.
- Improve technician performance.
- Reduce callbacks and warranty issues.
- Increase average ticket and conversion rates.
- Develop technician scorecards.
Days 61-90
- Establish high-performance culture.
- Create leadership bench strength.
- Improve department profitability.
- Build recruiting pipeline.
- Deliver measurable KPI improvements across the service department.
What Success Looks Like
- Improved technician accountability.
- Higher average tickets.
- Increased close rates.
- Lower callback percentages.
- Better customer reviews.
- Stronger team culture.
- Consistent execution of company processes.
- Sustainable revenue and profit growth.
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Outstanding Benefits: Health, Dental, Vision, Life Insurance, PTO, Paid Holidays, 401(k) with match, HSA/FSA, Short & Long-Term Disability
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Career Growth: As part of a national family of residential service brands, you’ll have access to top-tier training and leadership development
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Team Environment: Join a motivated, values-driven team that supports collaboration, safety, and success
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Employee Perks: Discounts, referral bonuses, and a chance to grow your career in an essential industry
Guild Garage Group LLC is an Equal Opportunity Employer AA/EOE/M/F/V/D. In compliance with the Americans with Disabilities Act, All 4 Seasons may provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.
All candidates are required to undergo pre-employment Background and Drug Screenings, as well as a Motor Vehicle Record Check.
*This posting provides details on potential commissioned compensation ranges and possibilities. These amounts are not guaranteed and should in no way be construed as a salary offer.
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