Experience: Mid Level
Salary: $85,000 - $110,000 per year
Job Details
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We are seeking an experienced Service Manager to oversee field service operations and technician performance for a growing commercial service organization in Columbus, OH.
This is a hands-on operations leadership position responsible for ensuring service calls are appropriately staffed, scheduled, and completed while maintaining high standards for safety, productivity, quality, and customer satisfaction.
The Service Manager will work closely with technicians, dispatch, customers, branch leadership, and other internal teams to keep the operation running efficiently.
Responsibilities include:
Directly lead, coach, and develop field service technicians
Oversee daily service operations, dispatch, scheduling, and technician assignments
Monitor technician productivity, utilization, labor hours, and overall service KPIs
Ensure service calls are completed safely, efficiently, and according to customer expectations
Work directly with customers to understand service needs and resolve escalated issues
Coordinate emergency and priority service requests
Ensure appropriate staffing and technician coverage based on workload
Support technician hiring, onboarding, training, and performance management
Establish accountability around productivity, quality, attendance, and customer service
Monitor work orders and service activity through NetSuite and other field-service technology
Ensure accurate documentation, reporting, and completion of service records
Identify operational bottlenecks and implement process improvements
Maintain OSHA and company safety compliance across field operations
Partner with branch leadership on staffing, financial performance, customer retention, and operational goals
Track and report service KPIs and labor-hour performance
What We're Looking For:
Previous leadership experience within a field service environment
Experience directly managing technicians or skilled trades employees
Strong understanding of service dispatch, scheduling, and workforce planning
Customer-facing experience, including handling escalations and resolving service issues
Experience tracking technician productivity, labor hours, utilization, and KPIs
Strong technology aptitude with experience using NetSuite or a comparable ERP/FSM platform
Knowledge of OSHA requirements and field-service safety practices
Strong communication and people-management skills
Ability to balance technician needs, customer expectations, and operational priorities
Commercial field-service experience preferred
A bit about us:
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Our client is a growing, private equity-backed commercial services organization specializing in commercial doors, loading docks, access control, and related field services. The organization is expanding through both organic growth and strategic acquisitions while investing in stronger systems, processes, and local leadership.
We are looking for a Service Manager to lead the day-to-day service operation in the Columbus market, with direct responsibility for field technicians, scheduling, customer service, safety, and overall department performance.
Why join us?
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$85,000–$110,000 base salary
10- 20% annual bonus opportunity
Growing PE-backed organization with continued expansion
High-visibility leadership role with direct ownership of service operations
Opportunity to lead and develop a team of field technicians
Strong mix of people leadership, operations, and customer interaction
Ability to directly impact technician productivity, service quality, and customer satisfaction
Opportunity to help establish and improve processes within a growing Columbus operation
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