Service Department Manager

Job Description

Job Description

Overview

Overhead Door Company of Norfolk is seeking a dynamic and experienced individual to lead our Service Department and oversee daily service operations . The ideal candidate will possess strong leadership skills, exceptional organizational habits, and extensive management experience. This role is responsible for communicating with customers, service job estimating, scheduling, dispatching, and managing service mechanics.

Responsibilities

• Take incoming service calls, troubleshoot customer issues, and determine the best course of action — resolving the problem over the phone or scheduling a service visit as needed.
• Organize, manage, and dispatch the daily schedules for service technicians to ensure efficient workflow and timely completion of jobs.
• Prepare service estimates, bids, and proposals using company software; create and issue service work orders.
• Monitor technician performance, including hours worked versus hours billed, service quality, and customer satisfaction.
• Oversee and support service department staff, including technicians and customer service representatives, ensuring accountability and adherence to company policies.
• Manage service contract compliance and ensure all documentation and data sheets are properly maintained.
• Supervise new employee onboarding and training in coordination with trainers; provide ongoing coaching and performance evaluations.
• Take corrective or positive employee actions as necessary, including conducting annual reviews and issuing written warnings when appropriate.
• Promote a professional, team-oriented work environment through leadership by example, demonstrating strong effort, attitude, and customer focus.
• Coordinate with vendors and internal teams to ensure accurate parts ordering and timely fulfillment of service needs.

Skills

Strong leadership abilities with proven supervisory experience in retail or service environments.

Excellent communication skills with proficiency in phone etiquette and organizational skills.

Demonstrated ability to manage teams effectively through training & development programs while fostering leadership qualities among staff.

Strong organizational skills with attention to detail in inventory control and store presentation.

Experience with assistant manager responsibilities or previous management roles within retail or service sectors is preferred. This position offers an opportunity for a motivated leader to make a significant impact on our business operations while advancing their career in retail or service management.

Job Type : Full-time

Benefits :

401(k)

Dental insurance

Employee discount

Health insurance

Health savings account

Paid time off

Professional development assistance

Vision insurance

Company Description

Customers have allowed us the privilege of installing thousands of doors in our region over thirty years. From a standard residential garage door, hundreds of doors in local businesses, to installations for government facilities, Overhead Door Co. of Norfolk is able to handle jobs of any size and application. We have also provided the installation and service of dock equipment and hollow metal doors / frames all over the region at some of the largest companies around. Each of our customers, both residential and commercial, is given our highest level of customer service from start to finish to ensure that each one is completely satisfied. Please call us to speak to a salesman who can give you more information regarding our company qualifications.

Our service department has grown to be a full-service fleet offering quick response and timely repairs for all of our customers. All of our service technicians go through extensive training and have numerous years of experience so that we can offer the highest level of quality service in area. Overhead Door Company of Norfolk’s service department also keeps an extensive inventory of items in-house for our customer’s convenience, and offers 24-hour emergency service so that even after hours we are only a phone call away. For our commercial customers, we offer a Preventative Maintenance program to keep your doors in working order to help decrease any downtime from preventable issues. We can service / repair any make and model of door, operator, etc. even if you didn’t purchase it from us. Please allow us the opportunity to show you how committed to quality and customer service we are.

Company Description

Customers have allowed us the privilege of installing thousands of doors in our region over thirty years. From a standard residential garage door, hundreds of doors in local businesses, to installations for government facilities, Overhead Door Co. of Norfolk is able to handle jobs of any size and application. We have also provided the installation and service of dock equipment and hollow metal doors / frames all over the region at some of the largest companies around. Each of our customers, both residential and commercial, is given our highest level of customer service from start to finish to ensure that each one is completely satisfied. Please call us to speak to a salesman who can give you more information regarding our company qualifications.\r\n\r\nOur service department has grown to be a full-service fleet offering quick response and timely repairs for all of our customers. All of our service technicians go through extensive training and have numerous years of experience so that we can offer the highest level of quality service in area. Overhead Door Company of Norfolk’s service department also keeps an extensive inventory of items in-house for our customer’s convenience, and offers 24-hour emergency service so that even after hours we are only a phone call away. For our commercial customers, we offer a Preventative Maintenance program to keep your doors in working order to help decrease any downtime from preventable issues. We can service / repair any make and model of door, operator, etc. even if you didn’t purchase it from us. Please allow us the opportunity to show you how committed to quality and customer service we are.