BBEC, INC. Service Manager Job Description

Position Summary:

The Service Manager is responsible for the overall leadership, coordination, and performance of the Service Department. This role oversees daily service operations, including technician management, work scheduling, customer relations, financial performance, and departmental budgeting. The Service Manager ensures that all service work is completed safely, efficiently, and to the highest standards of quality and customer satisfaction.

Serving as a key liaison between customers, field personnel, vendors, and internal departments, the Service Manager is responsible for developing strong client relationships, optimizing workforce utilization, and driving profitable growth within the service division. This position requires exceptional leadership, communication, organizational, and problem-solving skills, along with the ability to manage multiple priorities in a fast-paced environment while maintaining a strong focus on safety, accountability, and operational excellence.

The requirements listed below are indicative of the knowledge, skills and abilities required.

• Leadership of the Service Department Team.
• Strong Customer Service relations.
• Excellent organizational, documentation, communication, and relationship skills.
• Ability to read and interpret required documents and drawings, specifications, write reports and correspondence and speak effectively to customers, or employees of organizations.
• Proficient in Microsoft 365.
• Ability to work in a team environment.
• Ability to manage multiple priorities, produce high-quality work, and consistently meet deadlines.
• Minimum seven years of practical experience as an Electrical Foreman, Estimator, Project Manager, or related leadership position within a commercial and/or industrial electrical contracting environment.
• Possesses strong knowledge of commercial, industrial facilities and control systems, including their design, operation, and integration within complex electrical infrastructures.
• Demonstrated ability to lead teams effectively and positively, managing a fast-paced service department.
• Must be able to lift 50 pounds and regularly sit, stand and walk.

Essential Duty Requirements:

• Build and manage the annual Service Department budget in alignment with company goals.

• Ensure timely and accurate billing while minimizing write-ups and write-downs.
• Recruit, interview, hire, onboard, train, and retain qualified Service Technicians.
• Conduct employee performance evaluations and provide coaching, mentoring, and corrective action when necessary.

·         Identify opportunities for Service Department growth and upselling.

• Service clients in a timely and respectful manner; meeting or exceeding their expectations.
• Oversee and coordinate responses to incoming service requests while ensuring timely customer communication.
• Create and track all work orders using company software.
• Manage all work orders from creation through completion and invoicing.
• Dispatch work orders to field personnel based on technician skill level, priority and availability.
• Estimate and Project Manage service repairs and Preventative Maintenance projects.
• Create and complete Preventative Maintenance reporting.
• Coordinate travel and lodging for field staff as needed.
• Acquire, schedule, and release necessary equipment for service jobs.
• Plan and allocate manpower resources for quoted work, time-and-material projects, and not-to-exceed (NTE) service work.
• Review completed work orders and timesheets daily and ensure proper documentation.
• Complete administrative and reporting tasks as required to support department operations.
• Ensure clear communication of scope, goals and time requirements.
• Support productivity initiatives to enhance customer service and profitability.
• Coordinate Service and Special Projects schedules with Field Employees, Project Managers and SSP Operations Manager.
• Collaborate with internal departments to coordinate service work.
• Track business metrics and collaborate with leadership to improve operational efficiency.
• Develop and manage after hours on call schedule for service technicians and office support.
• Ensure all work complies with NEC, local codes, and safety regulations.
• Conduct site visits and inspections to maintain quality standards.
• Collaborate with project teams to support client needs.
• Occasional evening or weekend availability for service calls.

Service Manager Position Results Job Description

• Foster strong, trust-based relationships with clients through mutual respect, open and consistent communication.
• Support financial goals through accurate Estimating, billing and gross profit maintenance.
• Effective coordination of service work orders, equipment, and field staff.
• Ensure that materials, tools, equipment, and project information are available to Service Technicians and Foremen in a timely manner to support efficient project execution.

• Promote job-site safety by conducting field visits and ensuring required personal protective equipment (PPE) is available, utilized properly, and in compliance with company safety policies.
• Other duties as assigned.

Report to:

The Service Manager reports directly to the Service and Special Projects (SSP Operation Manager).

Relationship Requirements:

• Committed to customer service excellence.
• Work with SSP Team to establish and maintain customer relationships.
• Represent BBEC, Inc. in a professional, cordial manner always to ensure customer and employee satisfaction

• Maintain a professional and respectful demeanor at work, in personal conduct, and across social media platforms to positively represent BBEC.
• Goals: 1. Client Relations 2. Service Department Efficiency 3. Revenue Growth and Gross Profit % 4. Quality Workmanship 5. Develop safe work methods.  
• Education, Skills, & Experience Requirements: High School Diploma or GED. Minimum three years of experience in customer service and leadership position. Minimum seven years as electrical service industry experience. Proficiency in Microsoft 365. Strong customer service orientation. Ability to manage multiple priorities under pressure.