Service Office Manager

Job Description

Job Description

A well-established distributor and service provider in the commercial and industrial equipment industry is hiring a Service Office Manager to lead the dispatch operation at one of its service centers. You will manage the team of dispatchers and service coordinators who schedule and deploy field technicians to commercial customer sites, and you will own the outcomes that follow from those decisions: technician utilization, response time on emergency calls, preventive maintenance completion, and the speed at which completed work converts to an invoice.

This is an office leadership seat, not a desk. You are the operational counterpart to the Field Service Manager, who owns the technical side of the business, and partners closely with the Branch Manager, who is responsible for the full operation. If you are the person who can look at a dispatch board and see the wasted windshield time, the tech sent without the right part, the aging WIP, and the quote that never got followed up on, this is your seat.

This position is fully on-site . The dispatch function runs from the service center office, in direct daily contact with the field team, the parts counter, and walk-in and phone customer traffic.

What You Will Own

Leading the Dispatch Team

• Lead, coach, and develop a team of dispatchers and service coordinators responsible for scheduling and deploying field technicians to commercial customer sites.

• Set and enforce standards for call intake, dispatch decisions, response time, documentation quality, and customer communication.

• Work the board alongside the team during peak volume, storm response, and emergency call surges — this is a working leadership role.

• Build bench strength through cross-training so the branch has no single point of failure in dispatch, coordination, or billing.

Scheduling & Dispatch Optimization

• Own the dispatch board across the service territory, balancing emergency service calls, contracted preventive maintenance, warranty work, and project installations.

• Match the right technician to the right call — skill level, certifications, equipment familiarity, and customer relationship — rather than simply assigning the next available body.

• Manage after-hours and emergency dispatch protocols, including on-call rotation coverage and escalation paths for critical commercial accounts.

• Increase route density and preventive maintenance efficiency by sequencing work against geography, multi-work-order trips, priority, technician skill set, equipment, and parts availability.

• Drive technician application (billable utilization) rates through better planning, staging, and reduced non-productive time.

• Partner with parts and warehouse personnel so material is staged ahead of the trip, not ordered after the technician arrives.

Work Order & Revenue Cycle

• Actively manage work in progress to compress the cycle from job completion to invoice; own WIP aging and drive it down.

• Oversee work order management, field service report (FSR) review, and follow-up on incomplete or exception documentation.

• Manage the quoting process for additional service work identified in the field, and ensure every quote is followed up on and closed out.

• Own warranty actions and filings, coordinating with the internal warranty administrator to recover eligible dollars.

Customer Experience

• Serve as the primary escalation point for service issues, resolving them at the branch level before they reach the customer's executive team or yours.

• Manage relationships with facility managers, property managers, and maintenance directors at commercial accounts, many of them under service agreements with defined response expectations.

• Keep customers informed throughout the repair process — proactive status communication, not reactive damage control.

• Monitor satisfaction through direct feedback and survey data, and translate what you hear into changes in how the branch operates.

• Identify recurring failure points in the service process and implement corrective action plans with measurable follow-through.

Requirements

Required

• 5+ years in dispatch, service operations, or service administration within a field-service environment — power generation, heavy equipment, material handling, HVAC, industrial distribution, fleet, or a comparable technical service business.

• 3+ years directly managing a team of dispatchers, coordinators, or schedulers, including hiring, performance management, and development.

• Hands-on ownership of a dispatch board supporting a multi-technician field team serving commercial or industrial customers.

• Comfort operating in a high-interruption environment where emergency calls reshuffle the day's plan.

• Working proficiency with a service management or ERP platform and its scheduling, work order, and invoicing modules.

• Strong written and verbal communication, with the credibility to hold a difficult conversation with a customer and with a technician.

Preferred

• Experience managing warranty claim workflows with an OEM.

• Exposure to service contract or preventive maintenance agreement administration, including response-time commitments.

• Experience dispatching an after-hours or 24/7 emergency service operation.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Training & Development
• Compensation: $60-75k base salary + bonus ($5K)