Service Manager

Our client is a premier, rapidly growing commercial door and loading dock equipment provider in Western Massachusetts. Known for exceptional workmanship, high trust, and a zero-micromanagement culture, they build lasting partnerships with industrial, logistics, and commercial facilities across the region.

They are seeking a proactive, hands-on Service Manager to lead and scale their daily service operations. In this role, you will be the operational anchor of the branch—leading a dedicated crew of field technicians, optimizing dispatch scheduling, reviewing job estimates, and ensuring commercial clients receive fast, high-quality service.

If you are an experienced service manager or a seasoned lead technician ready to step off the truck into full operational leadership, this is your opportunity to take ownership of a growing service division.

What You Will Do

• Lead & Mentor Field Technicians: Supervise, train, and support a team of commercial door and dock technicians, providing technical troubleshooting guidance and conducting field quality audits.

• Dispatch & Route Management: Oversee daily service scheduling, emergency call triage, and technician routing to maximize first-time completion rates and branch efficiency.

• Estimates & Work Order Approvals: Review technician site assessments, price out repair vs. replacement options, build accurate customer quotes, and secure commercial client approvals.

• Customer Account Care: Act as the primary point of contact for facility managers, logistics hubs, and commercial clients, resolving service escalations and warranty inquiries with professionalism.

• Parts & Inventory Oversight: Coordinate parts ordering, track core inventory (springs, cables, motor operators, hydraulic dock components), and ensure service vans are stocked with essential replacement hardware.

• Safety & Standards Compliance: Enforce rigorous jobsite safety protocols (LOTO, ladder and fall protection, scissor lift operation) and verify company quality benchmarks.

What We Are Looking For

• Industry Familiarity: 3+ years of experience in service operations, dispatch management, or field leadership within commercial overhead doors, loading dock equipment, industrial entrance automation, or adjacent mechanical trades (material handling, commercial HVAC, commercial glass).

• Leadership & Team Mentorship: Proven ability to coach technicians, set daily priorities, foster accountability, and maintain a positive, team-first shop culture.

• Operational & Software Proficiency: Comfortable utilizing field service management (FSM) software, CRM platforms, and scheduling tools to track work orders and margins.

• Mechanical & Electrical Aptitude: Solid understanding of mechanical assemblies, low-voltage control circuits, commercial motor operators, and hydraulic systems to assist techs with complex troubleshooting.

• Clean Driving Record: Valid driver’s license with an insurable motor vehicle record.

Compensation & Total Rewards

• Competitive Compensation: Generous base salary commensurate with experience, plus annual/quarterly performance bonuses

• Balanced Schedule: Strictly Monday through Friday day shift—no routine weekend shifts

• Health & Wellness: Comprehensive Medical, Dental, and Vision insurance plans

• Retirement Planning: 401(k) retirement plan with company match

• Financial Protection: Company-paid Life and AD&D Insurance

• Paid Time Off: Generous PTO policy and paid company holidays

• Culture & Autonomy: Direct access to executive leadership, real decision-making authority, and the resources to run the department effectively