Service Manager

🚪 Join Our Team as a Service Manager! 🚪 📍 Location: PDQ Doors - Milford, Ohio 💵 Annual Salary: $65,000-75,000 (Based on Experience & Performance)

Reports To: General Manager / Brand President

About the Role

PDQ is looking for a hands-on Service Manager to lead our service department and develop a high-performing team of technicians.

This isn't a desk job. You'll spend time in the field coaching technicians, conducting ride-alongs, reviewing performance metrics, solving customer issues, and helping your team succeed. You'll be responsible for driving service revenue, improving operational performance, and delivering an outstanding customer experience.

If you're a proven leader who enjoys coaching people, holding teams accountable, and improving results, we'd love to meet you.

What You'll Do

Lead & Develop the Team

• Coach, mentor, and support service technicians through regular ride-alongs and one-on-one meetings
• Set clear expectations and hold the team accountable to company standards
• Lead daily huddles and team meetings
• Foster a positive, high-performance culture

Drive Department Performance

• Monitor key performance metrics, including:

• Revenue per technician
• Average ticket
• Close rate
• Membership sales
• Customer satisfaction
• Callback and warranty rates
• Technician efficiency

• Develop action plans to improve results and department profitability

Oversee Daily Operations

• Manage technician schedules and workflow
• Ensure jobs are completed accurately and efficiently
• Support dispatch and customer service teams
• Maintain consistent service quality and operational standards

Recruit & Develop Talent

• Interview and help hire top technicians
• Lead onboarding and training for new employees
• Conduct 30, 60, and 90-day check-ins
• Build a strong pipeline of future talent

Deliver an Exceptional Customer Experience

• Resolve customer escalations professionally
• Coach technicians on communication and service excellence
• Help turn challenging situations into positive customer experiences

What We're Looking For

• 5+ years of experience in the service industry • 3+ years of leadership experience • Experience managing and coaching field technicians • Strong understanding of service performance metrics (KPIs) • Proven ability to improve team performance and profitability • Experience handling customer escalations • ServiceTitan experience is a plus <h2 data-section-id="1x288g9"