Service Manager

Description

Lead People. Drive Results. Create Remarkable Experiences.

Sure-Dry is looking for a motivated, people-focused service manager to lead, coach, and develop our service team. This role is a fantastic opportunity for an experienced leader who enjoys building strong teams, improving sales performance, solving problems, and delivering an exceptional customer experience.

As the service manager, you will provide clear direction, remove barriers, develop employees, and hold the team accountable for achieving its goals. You will also work closely with Sales, Production, Customer Care, and HR to ensure the service team has the resources and support needed to succeed.

ESSENTIAL JOB FUNCTIONS

Lead and Develop the Team

• Cast a clear vision and align the team with Sure-Dry’s purpose, mission, and values.
• Recruit, select, onboard, train, and develop new employees.
• Set clear expectations and hold employees accountable for meeting them.
• Remove barriers that may prevent the team from achieving its goals.
• Manage employee performance and conduct performance reviews.
• Partner with HR on coaching and other performance-related decisions.
• Create opportunities for employees to grow and develop.

Coach and Train for Success

• Ensure the team follows Sure-Dry’s Core Process and Playbook in classroom and field settings.
• Lead training for new-hire onboarding, products, services, systems, and processes.
• Coach service technicians to strengthen their sales, communication, and customer-service skills.
• Identify and share learning opportunities across service, sales, and production.

Drive Revenue and Performance

• Develop and implement strategies that help each service technician meet or exceed projected average dollar per stop goals.
• Monitor individual and team performance and provide regular coaching and feedback.
• Prepare for and lead performance and development conversations with service technicians.
• Monitor service team expenses and labor hours.
• Use performance results to identify trends, opportunities, and additional training needs.

Collaborate Across Departments

• Work closely with Production to ensure teams are set up for success.
• Partner regularly with Customer Care regarding service appointments and scheduling needs.
• Collaborate with other departments to align goals and provide the resources and support needed for success.
• Communicate challenges, opportunities, and important information across teams.

Deliver Remarkable Customer Experiences

• Coach the team on providing professional, responsive, and solutions-focused service.
• Help resolve customer concerns and ensure issues are handled effectively.
• Identify customer-service learning opportunities and communicate them to other departments.
• Ensure every customer receives a remarkable experience.

DIRECT REPORTS

Service Technicians

Requirements

What We’re Looking For

• Associate’s or bachelor’s degree preferred.
• At least two years of sales and/or sales-management experience.
• A combination of education and relevant experience demonstrating a proven record of success will also be considered.
• Knowledge of sales, marketing, and customer-service principles and practices.
• Construction industry knowledge is preferred.
• Strong leadership, coaching, and team-development skills.
• Excellent verbal, written, and presentation skills.
• Comfortable using computers and business software.
• Ability to understand, speak, read, and write in English.
• Valid driver’s license, safe driving record, and ability to drive for the company.

Why Join Sure-Dry?

At Sure-Dry, leadership is about more than managing numbers. It is about developing people, building a strong team, helping customers protect their homes, and making a lasting difference.