CI Service Manager

Position Summary

The CI Service Manager is responsible for leading the daily operations of the Commercial & Industrial Service and Installation departments while ensuring exceptional customer satisfaction, employee engagement, operational efficiency, and financial performance. This position oversees service, installation, plant operations, fleet management, and facility maintenance while fostering a positive team environment and supporting company growth objectives. The CI Service Manager is accountable for maintaining strong customer relationships, developing employees, managing departmental budgets, ensuring compliance with safety regulations, and driving revenue growth within the Commercial & Industrial business segment.

Essential Duties and Responsibilities

Customer Satisfaction & Retention (30%)

• Ensure outstanding customer service by responding promptly to customer concerns and service issues.
• Partner with Commercial & Industrial Sales and Customer Service teams to resolve customer needs and improve retention.
• Review customer feedback, Voice of the Customer results, and service metrics to identify and address operational concerns.
• Ensure adequate inventory levels and equipment availability to meet customer requirements.
• Assist with equipment modifications and service solutions to support customer needs.
• Maintain effective communication with all departments to support company-wide goals and customer expectations.
• Provide hands-on support in service, installation, delivery, and plant operations when needed.
• Coach and encourage team members to identify opportunities for additional sales and customer growth.
• Promote a positive company image within the community and strengthen customer relationships.

Leadership & Team Development (40%)

• Foster a positive, professional, and productive work environment that promotes employee engagement and accountability.
• Communicate company goals, department updates, and operational expectations regularly with employees.
• Provide coaching, performance feedback, and development opportunities to support employee growth and success.
• Plan and conduct regular department meetings and cross-functional collaboration meetings.
• Evaluate staffing levels, workload distribution, and team capabilities to ensure operational efficiency.
• Maintain a safe, clean, and compliant work environment in accordance with company, federal, and state regulations.
• Oversee fleet safety initiatives, vehicle maintenance programs, driver compliance requirements, and vendor relationships.
• Partner with Human Resources regarding employee relations, performance management, recruitment, training, and disciplinary actions.
• Identify succession planning opportunities and encourage professional development.
• Ensure employees maintain required certifications, licenses, and training for their respective positions.
• Monitor customer satisfaction results and implement training programs to address identified improvement areas.
• Promote a culture of integrity, safety, adaptability, customer focus, and continuous improvement.
• Lead initiatives related to salt fundraising programs, lead generation efforts, and vendor partnerships.
• Maintain and pursue Water Quality Association certifications, including Certified Installer (CI) and Certified Water Specialist (CWS).

Financial & Operational Management (25%)

• Manage department staffing and payroll expenses while maintaining adequate staffing levels and minimizing overtime.
• Oversee the maintenance and protection of company assets, including fleet vehicles, facility, equipment, inventory, and records.
• Ensure efficient plant and facility operations through preventive maintenance programs.
• Develop, manage, and maintain department budgets while controlling expenses and maximizing productivity.
• Analyze operational performance, identify variances, and implement corrective actions to achieve business objectives.
• Monitor gross margin, revenue targets, and key performance indicators for service, installation, and plant operations.
• Optimize service routes, installation schedules, and territory coverage to improve efficiency and profitability.
• Coordinate vendor services and manage facility-related contracts and requests for proposals (RFPs).
• Support annual planning and budgeting processes while driving improvements in operational effectiveness.

Other Duties (5%)

• Perform other related duties as assigned or requested.

The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, duties, and skills required.

Minimum Qualifications

Education

• High School Diploma or GED required.
• Associate's or Bachelor's degree preferred.

Experience

• Minimum of 7 years of experience in water conditioning service and installation or a related industry.
• Minimum of 5 years of leadership or supervisory experience.
• Strong knowledge of plumbing systems, water treatment equipment, and electrical components.
• Experience with employee development, scheduling, goal setting, fleet management, and operational oversight.
• Demonstrated commitment to customer service excellence.
• Strong analytical, interpersonal, communication, and problem-solving skills.
• Ability to work independently and lead multiple priorities in a fast-paced environment.
• Ability to lift up to 165 pounds (50 pounds for BW operations).

Licenses & Certifications

• Valid Driver's License with an acceptable driving record.
• Ability to maintain Water Quality Association Certified Installer (CI) and Certified Water Specialist (CWS) certifications.
• State plumbing license preferred.
• CDL eligibility where required.

Technology Skills

• Proficiency in Microsoft Office Suite, including Outlook, Word, Excel, and Teams.
• Experience using mobile technology, business management software, and laptop computers.

Additional Requirements

• Must successfully pass a background check, drug screening, and motor vehicle record check.
• Must be able to pass a DOT physical where required.
• Commitment to workplace safety, operational excellence, and continuous improvement.