Service Manager

Job Description

a growing home services company in Wilmington, North Carolina. This individual will oversee five service trucks and approximately nine technicians and crew leads. This is a leadership and sales-focused position, not a technician role. The Service Manager will coach field crews, drive revenue, maintain daily operating standards, and ensure every truck is fully staffed and productive.

The ideal candidate is coachable, sales-driven, and motivated by the opportunity to build a high-performing team. They must be comfortable holding crews accountable, identifying opportunities for additional revenue, and reporting directly to the CEO through daily check-ins. This person should lead through others rather than stepping in to perform the technicians’ work.

Key Responsibilities Lead, coach, and manage technicians and crew leads across five service trucks. Conduct daily morning huddles and ensure crews are prepared, motivated, and dispatched on time. Hold crews accountable to daily expectations, including job documentation, customer reviews, upselling, fuel and supply logs, and discount tracking. Visit job sites to monitor service quality, meet with customers, provide estimates, identify upsell opportunities, and book future work. Partner with the call center to identify follow-up opportunities, generate leads, and keep service schedules full. Track revenue, sales activity, crew performance, and operational metrics through Google Sheets and daily reporting tools. Report performance, challenges, and recommended solutions to the CEO each day. Recruit, interview, hire, onboard, and train technicians and crew leads. Maintain an active pipeline of qualified technicians so service trucks do not sit unstaffed. Build and manage crew incentive programs that reward employees for achieving 100% of daily expectations. Track bonus performance and use incentive programs to improve accountability, sales, and overall crew productivity. Oversee fleet readiness, equipment maintenance, inventory controls, and shop organization. Maintain complete and accurate records for money, materials, fuel, supplies, and discounts. Approach operational challenges with an ownership mindset by bringing solutions, not only identifying problems.

Skills and Requirements

Required Qualifications 2+ years of experience managing multiple field crews in a route-based home services or field services environment. Experience may include pest control, lawn care, HVAC, plumbing, pool service, cleaning, roofing, pressure washing, or a similar industry. Demonstrated success meeting sales, upsell, revenue, or close-rate goals, with the ability to provide specific performance numbers. Previous responsibility for recruiting, interviewing, hiring, and onboarding employees. Experience developing, administering, or managing an employee bonus or incentive program. Proven ability to hold field employees accountable to daily KPIs and service standards. Comfortable using Google Sheets, smartphones, and field-service software for daily reporting. Strong leadership, coaching, customer service, and problem-solving skills. High integrity when handling company money, materials, equipment, and operational records. Valid driver’s license and clean driving record. Ability to begin the workday at 7:00 AM and remain available on Saturdays when service crews are working. Preferred Qualifications Experience managing five or more field employees. Background in a franchise or multi-location service company. Fleet or vehicle maintenance oversight experience. Window cleaning, pressure washing, exterior cleaning, or soft-wash experience. Experience using Housecall Pro or a similar field-service management platform. Bilingual in English and Spanish.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].