Head of the Customer Service Department

Service Department ManagerNorthBay Recruiter is partnering with an established North Bay service organization to identify an experienced Service Department Manager to lead and strengthen its field service operations.This position is ideal for a proven service leader who has experience managing field technicians, overseeing scheduling and utilization, tracking department performance, and building an accountable and productive team. The initial focus of the role will be service operations and people leadership, with an opportunity to take on increased responsibility for department growth, revenue, and profitability as the operation continues to develop.What You'll Be Responsible ForLead the day-to-day operations of an established Service Department and its field-based team.Manage technician scheduling, workload, utilization, and service coverage to ensure resources are deployed effectively.Establish and monitor key service metrics, productivity goals, and department performance.Coach, develop, and hold team members accountable while maintaining a positive and service-focused environment.Evaluate staffing needs and support recruiting, onboarding, and development as the department grows.Partner with other departments to coordinate resources and support a consistent customer experience.Monitor department performance with a focus on productivity, service quality, revenue, and profitability.Develop and implement processes and programs that support a scalable service operation.Over time, help expand the Service Department through increased customer engagement, service opportunities, and revenue growth.What We're Looking ForPrevious experience managing a service department, field service operation, or similar technician-based team.Demonstrated experience leading and developing field technicians and service employees.Strong understanding of technician scheduling, dispatch/workload management, utilization, service metrics, and operational performance.Experience managing department performance with an understanding of revenue, costs, margins, and profitability.Comfortable working with customers and handling service-related escalations when needed.Experience within electrical, HVAC, plumbing, low voltage/AV, solar/renewables, home services, facilities services, or another field-service environment is highly relevant.Experience with service management, construction, ERP, or scheduling software is preferred; Sage 100 Contractor experience is a plus but not required.This position also offers performance-based incentive compensation tied to the continued growth and profitability of the Service Department.About the OpportunityThis is an opportunity to take ownership of an established service operation with an experienced field team and help take it to the next stage. The organization supports multiple technical service areas, and the person hired will have the opportunity to improve the existing operation before taking on a larger role in its continued growth.The right person does not need to be the technical expert in every service discipline. The greater priority is someone who understands how to lead people, run an efficient field service operation, manage performance, and build a profitable department—which also aligns with how the client describes the leadership expectations for the role.com for a confidential conversation.