SENIOR SERVICE MANAGER

Job Description

Job Description

Description :

The Senior Service Manager is responsible for overseeing Patterson Pope’s service operations within an assigned territory or division, ensuring the consistent delivery of high-quality solutions, efficient use of resources, and strong customer satisfaction. This role provides leadership and support to service teams, technicians, and coordinators by managing daily activities and aligning performance with organizational goals. It requires a balance of hands-on problem solving, people management, and operational oversight, along with strong communication, organizational, and motivational skills. The ideal candidate is solutions-oriented, skilled in process improvement, and committed to ensuring all projects and service engagements meet or exceed client expectations.

Core functions of the role :

• Oversee daily service operations outside an assigned territory, ensuring work is completed safely, efficiently, and in line with company standards.
• Manage and schedule service teams to ensure timely response to client needs and proper allocation of resources.
• Monitor service performance metrics, progress, and customer satisfaction; identify trends and implement corrective actions as needed.
• Provide coaching, training, and mentorship to service personnel, building a culture of accountability, safety, and continuous improvement.
• Collaborate with Sales, Account Management, and Project Management teams to support customer relationships and resolve escalated service concerns.
• Conduct site visits to evaluate service execution, validate safety practices, and engage with both clients and team members.
• Ensure compliance with OSHA standards, labor laws, prevailing wage requirements, and company safety protocols.
• Manage vendor and subcontractor performance, including contract oversight, compliance, and invoice approvals.
• Implement and maintain service procedures, reporting structures, and workflow systems that align with company standards.
• Support budgeting, forecasting, and cost control processes to ensure financial accountability within the service department.
• Encourage adoption of digital tools (e.g., Monday.com, Company Cam, Workyard, EManage & Others) to improve scheduling, transparency, and reporting.
• Build and maintain strong client relationships, addressing service issues quickly to ensure satisfaction and repeat business.
• Prepare monthly reports and updates on service performance for senior leadership.
• Oversee warranty claims, preventative maintenance programs, and service contract fulfillment.
• Coordinate training and certification programs for service technicians to ensure technical expertise and safety compliance.
• Develop staffing models per region to meet changing workload demands while minimizing overtime and labor costs.
• Participate in strategic planning initiatives to expand service offerings and revenue streams.
• Ensure accurate documentation of all service work, inspections, and project notes in company systems.
• Respond to emergency service situations and support after-hours operational needs as required.
• Perform other duties and assignments as directed by management to support operational success.

Requirements :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements stated below represent the knowledge, skills, and / or abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education and / or Experience : High school diploma or equivalent; one to two years related experience and / or training; or equivalent combination of education and experience. Post-secondary education or advanced training beyond the minimum requirement is preferred and will be considered an asset.

Travel : Requires occasional regional travel and overnight stays for site visits, training, and team support.

Language Skills : Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.

Mathematical Skills : Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability : Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Physical Demands : The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee must frequently lift and / or move up to 10 pounds and occasionally lift and / or move up to 50 pounds. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to climb or balance. The employee is occasionally required to stand, climb, stoop, kneel, or crouch. The employee is frequently required to walk.

Benefits :

We are an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We are a drug-free workplace. Patterson Pope is a Federal Contractor.