Service Manager

Service Manager

Global Edge is seeking a Service Manager to lead and manage electrical service operations for an assigned branch or region. This role oversees service technicians, service coordinators, administrative support, customer relationships, and overall service division performance.

The Service Manager is responsible for ensuring service work is delivered safely, efficiently, and in alignment with customer expectations while driving productivity, responsiveness, profitability, and long-term client retention. This position plays a key role in growing the service book of business, expanding service agreements, resolving escalated client issues, and supporting continued operational growth.

The ideal candidate is a strong service operations leader with deep electrical industry knowledge, proven experience managing field teams, strong financial acumen, and the ability to build lasting customer relationships.

Key Responsibilities

Lead and manage daily electrical service operations, including Service Technicians, Service Coordinators, and Service Administrators

Develop and execute service division strategy focused on revenue growth, client retention, and margin performance

Build, maintain, and own strong client relationships, including service agreement customers

Manage service scheduling, dispatch operations, technician utilization, and workforce productivity

Oversee service agreement programs, preventive maintenance contracts, and on-call service operations

Monitor and manage service financial performance, including P&L, pricing, labor efficiency, and cost control

Ensure all service work complies with applicable licensing requirements, NEC, OSHA, and Global Edge safety standards

Recruit, develop, and retain service team talent to support operational growth

Establish and monitor service KPIs, including response time, completion rates, customer satisfaction, and contract retention

Partner with project operations and preconstruction teams to identify service-to-project transition opportunities

Oversee service fleet, tools, equipment, and material logistics

Identify and implement process improvements to enhance service delivery, scalability, and customer experience

Report service performance, pipeline updates, and client issues to the Director of Service and Branch Manager

Qualifications

Strong knowledge of electrical service operations, maintenance practices, and service agreement program management

Proven leadership experience managing service teams, technicians, and support staff

Demonstrated financial acumen, including experience managing service P&L, pricing, labor efficiency, and cost control

Excellent client relationship management skills with the ability to retain customers, expand service agreements, and support business growth

Strong understanding of state licensing requirements, NEC, OSHA, and service-related safety standards

Advanced ability to manage technician scheduling, dispatch operations, and workforce utilization

Strong analytical and problem-solving skills with the ability to use operational and financial data to improve performance

Experience developing and monitoring KPIs, dashboards, and service performance metrics

Ability to lead effectively in a fast-paced environment while managing competing priorities

Strong communication skills and leadership presence with field teams, customers, and internal stakeholders

Commitment to continuous improvement, operational scalability, and high-quality service outcomes

Education and Experience

High school diploma or GED required

Bachelors degree in Construction Management, Business Administration, Engineering, or a related field preferred

Extensive electrical trade experience strongly preferred

Active or prior electrical license, such as Journeyman or Master Electrician, preferred

Equivalent combination of education, industry certifications, and progressive field/service leadership experience will be considered

Minimum of 7 to 10 years of experience in electrical service operations or construction

Minimum of 3 to 5 years of leadership experience managing service teams or field personnel

Proven experience leading high-volume service operations, including scheduling, dispatch, workforce utilization, and service delivery

Demonstrated experience managing service financial performance, including P&L, pricing, labor efficiency, and cost control

Strong track record of client relationship management, service agreement growth, issue resolution, and repeat business

Certifications and Licenses

State Master Electrician License or equivalent preferred

OSHA 30-Hour required

Work Environment

This role is a combination of office and field-based work, with frequent interaction with service technicians, customers, and operations leadership. The Service Manager will support active service operations, including maintenance, service calls, and emergency response.

The role requires real-time decision-making, prioritization, and coordination to manage shifting operational demands and customer needs. Regular visits to active construction and service job sites are required, including exposure to varying weather conditions, noise, dust, and other typical jobsite environments. Required PPE must be worn when visiting job sites.

Schedule

This is a full-time, exempt position. The standard schedule is five days per week, on-site. Flexibility is required to support business needs, including occasional evenings, weekends, or off-shift support as needed.

Physical Requirements

This role requires the physical and environmental demands outlined below, with or without reasonable accommodation. Global Edge is committed to complying with the Americans with Disabilities Act and providing reasonable accommodations to qualified individuals.

Ability to sit, stand, and walk for extended periods throughout the workday

Frequent use of hands and fingers to operate a computer, mobile devices, and office equipment

Ability to communicate clearly and effectively by phone, video, and in person

Ability to review schedules, reports, financial data, and technical information on a computer screen

Ability to move between office settings, job sites, and customer locations

Ability to navigate active construction and service environments, including uneven surfaces and stairs

Occasional bending, stooping, reaching, or lifting during site visits or operational support

Ability to lift and carry up to 25 pounds occasionally

Ability to wear required PPE, including hard hat, safety glasses, high-visibility vest, and work boots

Tools and Technology

Computer, laptop, and service management software, such as ServiceTrade, FieldEdge, or equivalent

Microsoft Office Suite, including Excel, Word, PowerPoint, and Outlook

Mobile phone, tablet, and standard office equipment

CRM and/or ERP systems used for service tracking and reporting

Dispatch and scheduling platforms

Video conferencing tools, such as Microsoft Teams or Zoom

Company vehicle for travel to job sites, customer locations, and operational meetings

Global Edge Core Values

At Global Edge, our core purpose is Building Relationships to Enrich Lives. We are guided by the following core values:

Safety First, Safety Always

Committed to Excellence

Plan it, Do it, Own it

Learn it, Know it, Teach it

One Team, One Goal

Positive Attitude Required