Pedestrian Door Service Manager

Job Description

Job Description

Pedestrian Door Service Manager

Memphis, TN

Job Summary:

The Pedestrian Door Service Manager is responsible for overseeing the service, maintenance, repair, and installation operations for commercial and industrial pedestrian door systems. This role manages service technicians, coordinates customer support activities, ensures compliance with safety and industry standards, and drives operational efficiency while maintaining high levels of customer satisfaction.

Key Responsibilities:

Service Operations Management

Manage the day-to-day operations of the pedestrian door service department.

Schedule, dispatch, and coordinate service technicians for maintenance, repair, and emergency service calls.

Ensure timely completion of service requests and contract obligations.

Monitor service performance metrics and implement process improvements to increase efficiency.

Team Leadership

Recruit, train, mentor, and evaluate service technicians and support staff.

Conduct regular performance reviews and establish employee development plans.

Promote a culture of safety, accountability, and customer service excellence.

Lead team meetings and ongoing technical training initiatives.

Customer Relations:

Serve as the primary point of contact for key customers and escalated service issues. Develop and maintain strong customer relationships.

Ensure customer concerns are resolved promptly and professionally.

Support sales teams by identifying service-related opportunities and recommending upgrades or replacement solutions.

Financial Management:

Develop and manage departmental budgets.

Monitor labor utilization, profitability, and service contract performance.

Review estimates, proposals, service agreements, and invoices for accuracy.

Identify opportunities to improve revenue and reduce operating costs.

Safety & Compliance:

Ensure compliance with OSHA regulations and company safety policies.

Maintain knowledge of applicable building codes, ADA requirements, and industry standards related to pedestrian door systems.

Conduct safety meetings, field audits, and incident investigations.

Ensure technicians maintain required certifications and training.

Inventory & Equipment Management:

Oversee service vehicle fleets, tools, and equipment.

Manage inventory levels for replacement parts and materials.

Coordinate with suppliers and vendors to ensure material availability and cost control.

Qualifications:

High School Diploma or GED required.

5+ years of experience in commercial door systems, security doors, or building service operations.

2+ years of management or supervisory experience. Experience with service scheduling, customer account management, and technician leadership.

Knowledge of pedestrian door systems, including:

Hollow metal doors and frames

Wood doors

ADA-compliant entrance systems

Electronic access control hardware

Door closers, locks, and panic devices

Understanding of building codes, safety regulations, and industry best practices.

Skills & Competencies:

Strong leadership and team management abilities.

Excellent customer service and communication skills.

Effective problem-solving and decision-making capabilities.

Strong organizational and project management skills.

Budgeting and financial management experience.

Proficiency in Microsoft Office and service management software.

Ability to prioritize multiple projects and service demands.

Physical Requirements:

Ability to visit customer sites and inspect installations and repairs.

Ability to work in construction, industrial, and commercial environments.

Availability to respond to emergency service situations when needed.

Key Performance Indicators (KPIs):

Customer satisfaction ratings