Service Manager

Job Description

Job Description

As the premium provider of drinking water and water treatment services for the greater part of a century, Hall’s Culligan continues to innovate and expand our business nationwide by offering tailored solutions to meet the specific needs of each customer backed by our superior Culligan service.

As a Hall's Culligan Service Manager, you'll be responsible for ensuring the delivery of exceptional service experiences while maintaining high standards of efficiency, safety, and team development. This role oversees all aspects of the service department, including personnel management, inventory control, installation and repair processes, and warranty handling.

By fostering a culture rooted in Hall’s values, the Service Manager plays a critical role in connecting field operations with broader business goals. This includes managing service-related functions within a P&L framework, coaching team members to recognize sales opportunities, and ensuring that each customer interaction reflects professionalism and trust. Through strong leadership and operational insight, the Service Manager contributes directly to customer satisfaction, team performance, and overall business growth.

Why you’ll love working here:

• We offer a full-time, Monday-Friday work schedule.
• Competitive salary plus bonus pay
• You’ll receive paid time off (PTO) at a generous accrual rate.
• We'll make sure you stay connected and equipped with a company cell phone, computer, and iPad to perform your role.
• Whether you're at the dealership or on the go, we supply all necessary office materials and electronic tools for your convenience.
• You’ll be eligible for a full benefits package, including a 401k with company match, following your introductory period.
• We’re a stable and growing family-oriented company who regularly offers career advancement opportunities.
• We believe in upskilling our employees and promoting from within.
• You’ll have the opportunity to utilize Culligan equipment in your home free of charge!

What you'll do:

Service Team Operations & Development:

• Aim for a 100% installation completion rate every day.
• Provide guidance and hands-on training on diagnosing, troubleshooting, and repairing water treatment equipment.
• Oversee daily workflows and documentation, ensuring timely submission of payments and activity sheets by all Service Technicians.
• Monitor quality standards across service visits, ensuring consistency and thoroughness in residential and commercial environments. Ensures the service personnel complete installations thoroughly and by Company Standard Operating Procedures (SOP’s.)
• Educate team members on success metrics, and align team priorities.

Customer Experience Champion:

• Ensure service personnel resolve service issues promptly and effectively for both residential and commercial customers.
• Handle escalated customer concerns, working toward satisfactory resolutions while maintaining a professional and positive experience.
• Collaborate with the team to continuously improve service processes, ensuring consistent customer satisfaction and long-term relationships.
• Track and share customer callback metrics.
• Monitor and leverage Voice of the Customer (VOC) feedback to guide team.

Asset & Equipment Management:

• Ensure inventory levels are accurate and that older equipment is rotated appropriately to maintain product usability and reduce waste.
• Maintain clear, up-to-date, and accurate records related to inventory, service activities, and parts usage.
• Take responsibility for monthly warranty control processes and RMA (Return Merchandise Authorization) submissions to vendors.
• Maintain consistent and effective warranty control procedures to support service quality and minimize financial loss.
• Responsible for the maintenance of the service vehicle fleet to minimize potential truck downtime through regularly scheduled preventative maintenance. Supervise that all service vehicles are cleaned regularly (inside and out) so that we present a favorable public image through our vehicles.

Business Development:

• Operate effectively within a P&L (Profit and Loss) framework by understanding key financial drivers, managing service costs, and supporting overall profitability goals.
• Coach services techs to recognize and act on sales opportunities that align with customer needs - whether equipment, supplies, or upgrades.
• Reinforce the importance of turning routine service into relationship-building moments that can lead to upselling and long-term customer loyalty.
• Collaborate with sales reps to ensure service/installation calls are handled professionally and strategically to support long-term customer retention and business growth.

Safety & Compliance:

• Ensure service operations comply with all safety regulations, industry standards, and company policies.
• Lead safety training and enforce protocols to maintain a safe environment for employees and customers.
• Oversee incident reporting and investigations, ensuring proper documentation and resolution.
• Respond to emergencies, providing direction to minimize disruption and ensure safety.
• Maintain compliance with legal requirements and safety standards, working with legal and insurance teams as needed.
• Ensure confidentiality of sensitive customer and employee information.

Where you’ll work:

Our Service Managers spend time both working in the dealership and off-site supervising installations which requires travel to customer locations. In this role, you'll be exposed to both indoor and outdoor working environments, and should be comfortable working a variety of in-home conditions, including situations involving pets. You may occasionally have to work in tight spaces, such as a crawl space or attic, and can expect this role to be physically demanding, as it requires the employee to stand, kneel, bend, and lift heavy equipment up to 100lbs.

Who should apply:

In our Service Managers, we're seeking leadership characteristics that align with the values of the Hall's Organization. The right candidate for this role will have the ability to create alignment amongst their own team, as well as the other departments of the dealership. Additionally, the role will be responsible for holding staff accountable to in turn drive results. Our Service Manager must have prior service and plumbing experience.

To be successful, this leader must demonstrate strong business acumen to deeply understand how decisions impact both the customer and the bottom line. This role will act as a champion of customer service culture, ensuring that every team member is keenly focused on delivering a fantastic customer experience. And just as importantly, this roll will support on attracting, developing, and retaining top talent to build a high-performing, engaged team.

Your qualifications:

• Service background with plumbing experience REQUIRED
• Valid driver's license with no restrictions or limitations.
• Must be at least 18 years of age and able to pass/maintain an acceptable driving record.
• Must be able to safely operate a commercial vehicle for 8-10 hours daily.
• Strong problem-solving abilities and attention to detail.
• Proficiency in using hand tools, basic power tools, and electronics.
• Comfortable with regular computer use, with a basic understand of Microsoft Office Suite.
• Must remain physically capable, with or without reasonable accommodation, to perform the duties required of this position.
• Must be able to successfully pass criminal background and drug screening, as well as ongoing screening, checks per company requirements.