Service Department Manager - Electrical Contractor

Job Description

Job Description

Key Responsibilities

Operations Management

• Manage the day-to-day operations of the electrical service department.
• Oversee scheduling and dispatching of service technicians to maximize efficiency and customer response times.
• Monitor workload, staffing levels, and technician productivity.
• Ensure service calls and small projects are completed safely, on time, and within budget.
• Develop and implement departmental processes, procedures, and performance standards.

Team Leadership

• Recruit, hire, train, mentor, and evaluate service technicians and support staff.
• Conduct regular performance reviews and provide coaching for continuous improvement.
• Foster a culture of safety, accountability, teamwork, and customer service excellence.
• Coordinate ongoing technical and safety training programs.

Customer Relations

• Serve as the primary point of contact for key service clients.
• Resolve customer concerns and service issues promptly and professionally.
• Build and maintain long-term relationships with commercial, industrial, and residential customers.
• Ensure high customer satisfaction and retention rates.

Financial Management

• Develop and manage departmental budgets.
• Monitor revenue, gross profit margins, labor utilization, and operational costs.
• Review service invoices, estimates, and proposals for accuracy and profitability.
• Identify opportunities to increase service sales and recurring maintenance agreements.
• Track and report key performance indicators (KPIs).

Sales & Business Development

• Support business development efforts by identifying service opportunities within existing accounts.
• Assist in preparing estimates and proposals for service contracts and small projects.
• Promote preventative maintenance programs and recurring service agreements.
• Collaborate with project managers and estimators to transition project customers into long-term service clients.

Safety & Compliance

• Ensure compliance with OSHA regulations, company safety policies, and industry standards.
• Conduct regular safety meetings and jobsite audits.
• Investigate incidents and implement corrective actions as necessary.
• Maintain licensing, certifications, and regulatory compliance requirements.

Qualifications

• Minimum 7–10 years of experience in the electrical contracting industry.
• Minimum 3–5 years of management or supervisory experience in service operations.
• Strong knowledge of electrical systems, troubleshooting, maintenance, and repair practices.
• Experience managing service technicians, dispatching, and customer service operations.
• Understanding of estimating, budgeting, labor management, and job costing.
• Proficiency with service management software, scheduling platforms, and Microsoft Office.
• Strong leadership, communication, and organizational skills.
• Valid driver's license and clean driving record.

Preferred Qualifications

• Master Electrician license or equivalent industry certification.
• Experience with commercial and industrial electrical service operations.
• Knowledge of preventive maintenance programs and service agreements.
• Experience with ERP, CRM, or field service management software.

Key Performance Indicators (KPIs)

• Service department revenue growth.
• Gross profit margin achievement.
• Technician billable utilization rates.
• Customer satisfaction and retention.
• Response time and service completion metrics.
• Safety performance and incident rates.
• Maintenance agreement sales growth.
• Employee retention and training completion.

Compensation & Benefits

• Competitive salary based on experience. (Starting salary between $60K - $70K)
• Performance-based bonus opportunities.
• Company vehicle or vehicle allowance.
• Paid time off and holidays.
• Professional development and training opportunities.

Physical Requirements

• Ability to visit jobsites and service locations as needed.
• Ability to occasionally lift up to 25 pounds.
• Ability to work in office, field, and construction environments.

Equal Opportunity Statement

We are an Equal Opportunity Employer and value diversity in our workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status.