Service Manager
Cocoplum AppliancesBoston, MA, US- Full-time
Job Description
Job Description
Benefits :
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Location : Vermont / New Hampshire
Company : Cocoplum Appliances
Type : Full-Time | Administrative | Management
Help Lead the Heart of Our Service Department
At Cocoplum Appliances , weve been proudly serving New England homes since 1985 with top-tier appliance sales and service. As our service department continues to grow, were hiring a Service Manager to oversee daily operations ensuring our team runs smoothly, efficiently, and profitably.
This is not a field role. Its a central administrative leadership position responsible for coordinating with technicians, overseeing service writers, ordering parts, maintaining systems, and optimizing workflows.
What Youll Be Responsible For
Manage the daily operations of the service department including job scheduling, service ticket flow, and internal communication.
Communicate with field technicians daily to resolve issues, assign jobs, and support productivity.
Oversee parts ordering and returns; track ETAs, backorders, and warranty parts compliance.
Maintain and improve internal software systems (CRM, invoicing, scheduling, etc.)
Handle escalated customer issues with tact and professionalism.
Track KPIs related to callbacks, completion rates, and first-time fix rate.
What You Bring
Prior experience in operations , service dispatch , or trade services coordination (appliances, HVAC, plumbing, etc.)
Strong communication and organizational skills
Comfort managing multiple moving parts and fast-paced environments
Ability to lead calmly under pressure and motivate teams
Proficiency with scheduling, ticketing, or CRM systems (EPASS, Whirlwind, etc.) or willing to learn)
A systems mindset youre not just putting out fires, youre preventing them.
Compensation & Perks
Full-time salary : $60,000$80,000 , based on experience
Performance-based bonus
MondayFriday schedule (no weekend hours required)
Health, dental, and vision insurance
401(k) with employer match
PTO and paid holidays
Opportunity for long-term leadership growth
About Cocoplum Appliances
Were a family-run business with deep roots in Vermont and New Hampshire. Over the decades, weve grown into one of the regions most trusted names for appliance sales and service. Our service team is the heart of that promise and were investing in great people to keep it running smoothly.
Ready to Join?
If you're an operational thinker who loves fixing systems, supporting great technicians, and keeping customers happy, wed love to talk to you.
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