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General information

Name
Service Manager
Ref #
2152
City
Auburn
State
New York
Country
United States
Function
Service Center

Description & Requirements

Job Description

Service Center Manager

 

The Field Service Technician Manager oversees all field service operations, ensuring technicians deliver high-quality service, meet customer expectations, and follow safety and compliance standards. This role is responsible for managing field technicians, coordinating schedules, optimizing workflows, and serving as a key point of escalation for technical and customer issues.

 

Responsibilities Include: 

  • Team Leadership & Personnel Management
  • Supervise, coach, and mentor field service technicians.
  • Conduct performance evaluations, set goals, and provide ongoing training.
  • Recruit, onboard, and develop new technicians as needed.
  • Promote a culture of safety, accountability, and continuous improvement.
  • Operational Oversight
  • Plan and coordinate daily field service schedules and dispatching.
  • Ensure technicians follow service procedures, documentation standards, and
  • company policies.
  • Monitor service quality, response times, and completion rates.
  • Oversee inventory, tools, vehicles, and equipment to ensure readiness and compliance.


Customer Service & Relationship Management

  • Act as an escalation point for customer issues that require managerial intervention.
  • Ensure timely and professional communication with customers regarding service updates.
  • Build strong relationships with key clients to improve service satisfaction and retention.

Technical Support & Problem Resolution

  • Provide advanced technical guidance to technicians in the field.
  • Assist with diagnosing complex service issues and coordinating solutions.
  • Maintain up-to-date knowledge of equipment, systems, and industry best

practices.

Reporting & Performance Management

  • Track KPIs such as response times, completion rates, first-time fix rates, and customer satisfaction.
  • Analyze data to identify trends and implement operational improvements.
  • Prepare reports for leadership on department performance, staffing, and resource needs.

Safety & Compliance

  • Ensure all field operations follow safety protocols and regulatory requirements.
  • Conduct safety audits, equipment inspections, and incident investigations.
  • Provide ongoing safety training to field staff.

 

Ideal Candidate Will Have

  • High school diploma required; Associate or Bachelor’s degree preferred (technical or business).
  • 3-5+ years of field service technician experience; 1-3+ years in a leadership role
  • preferred.
  • Industry-specific technical background (HVAC, electrical, telecom, industrial
  • equipment, etc.) strongly preferred.
  • Skills & Competencies
  • Strong leadership and people-management skills.
  • Excellent troubleshooting and technical diagnostic abilities.
  • Strong communication skills (customer-facing + internal).
  • Ability to manage complex schedules and multiple priorities.
  • Proficiency with field service management software, scheduling tools, and mobile
  • tech.
  • Knowledge of safety standards and regulatory compliance.

 

Physical Requirements

  • Ability to travel to job sites as needed. 
  • Ability to lift, move, or work with equipment per industry requirements.
  • Comfortable working in various environments (indoor, outdoor, industrial). 

 

Compensation & Benefits 

The pay range for this role is $40-$43/hour. This range represents what the company reasonably expects to pay an associate for this role based on current market data, internal equity, and other business factors. The actual compensation offered may vary depending on factors such as relevant experience, qualifications, geographic location, and other considerations. In addition to base pay, BradyPLUS offers a comprehensive benefits package to support the health and well-being of our associates and their families. Benefit offerings include medical, dental, vision, life and disability insurance, flexible spending accounts, Employee Assistance Programs (EAP), 401(k) Retirement and more.

 

About BradyPLUS:

BradyPLUS is a leading national distributor of solutions for JanSan, Foodservice and Industrial Packaging. We deliver the right SUPPLIES + SUPPORT to ensure businesses are more successful every day. We offer premium brands, expert advice, and exceptional customer experiences. Our 6,000 associates across 180+ locations have a passion for delivering innovative solutions for the business challenges of today and tomorrow. Together, we serve thousands of customers nationwide in end markets including education, government, healthcare, hospitality, restaurants, building services, food packaging & processing, and grocery.  We strive to be the best employer we can. We value people, we embrace change and we reach higher. Join us and see what the BUZZ is about! To learn more visit us at www.BradyPLUS.com. 

 

BradyPLUS is an Equal Opportunity Employer. This means that all qualified applicants will receive consideration for employment without regard to race, marital status or civil union status, sex, age, color, religion, national origin, veteran status, mental or physical disability, sexual orientation, gender identity and/or any other characteristic protected by law. We also provide reasonable accommodations to applicants and employees with disabilities.