Service Champions is a leader in the residential HVAC, Water and Electrical in the Bay Area and Sacramento Markets. We have the highest rating from the BBB, we are Diamond Certified and we are hiring due to substantial growth and expansion! We are looking for a Service Manager to continue developing and growing our organization out of our Martinez Service Center! We are looking for a dynamic, growth-oriented leader for this team.

Voted A San Francisco Bay Area each year since 2016 and USA Top Workplace since 2022!   

We have been locally owned and operated since 2003, dedicating ourselves to providing quality 5-star customer service. We are a nationally recognized residential home services company. We value our clients and employees by serving everyone with honesty and integrity. We are committed to our core values and we protect our company culture through our commitment to being a Champion every day! 

We Offer:

• Market Value Compensation ($85K - $95K)
• Paid Vacation
• Paid Birthdays off
• Health, Vision, and Dental plans for you and your family
• 401k Retirement Plan with company match
• Life insurance and accident insurance
• Special Program Options: FSA & EAP
• Referral Bonuses and Employee Discounts Program
• Continuous Training for your Professional Development & Life Skills Courses
• Company Vehicle & Gas Card
• Company issued iPhone
• Fun Company Sponsored Events
• Working in a dynamic, collaborative, and fun environment

The Service Manager is the leader and manager of the Service Technicians at their assigned center. Primary responsibility is to spend 70% of their time in the field providing leadership, coaching and training to the Service Techs and 30% of their time in the center providing training coaching and one on one mentoring for Service Technicians. Additional responsibility includes client satisfaction, meeting budgeted sales, gross margin and pre-tax profit. Also working with cross functional teams to ensure the center runs smoothly in all aspects.

Key Performance Indicators (KPIs)

• Total completed revenue for your center as per monthly/quarterly and yearly budget.
• Lead Conversion Rate (LCR) at or above 15%.
• MVP 40% conversion rate to new opportunities and limit cancels to under 2%/monthly.
• Expected direct revenue average ticket per service call ran $350.00.
• Gross margin % for your center as per monthly/quarterly and yearly budget.
• Center overhead costs
• Overall profitability for their center and well as total company.

Essential Functions

1. Direct Leadership and management of the Service team. Ensure they are trained on and perform all aspects of the Service Champions Relationship Building Guides. Provide feedback and support for all Service technicians to provide opportunity for success in their careers. Lead all service technicians in exuding and “living” our Core Values.
2. Client Satisfaction is critical to our brand and the growth of Service Champions. Resolving any and all client concerns and limiting future concerns is priority number one. This is measured externally by the centers YELP score (Expectation 4.5 Stars) as well as internally through our Pulse-M Scoring (Expectation 9.8 NPS).
3. Working with the HR Department to staff a top producing service team. This includes but is not limited to:

• • Retaining performing team members through excellent support and communication including administering quarterly reviews on time.
  • Interviewing candidates and getting them to the decision process that is best for their and our company’s future.
  • Training and Progressive Discipline that rewards hard work and addresses underperforming teammates.
  • Support a work/life balance while meeting the service demands of a World Class Service Organization.
  • Driving Top Performance is measured by the following Top 5 KPIs
  • MVP Growth through sales and retention (Expected to sell 40% to new opportunities and limit cancels under 2%/monthly)
  • Lead Conversion Rates: setting strong leads for clients who would benefit from newer equipment (Expected to generate TSL on15% of all service calls)
  • Building tickets by getting clients happily involved with products and services that benefit the performance or life of their existing equipment. (Expected to average $350/ticket)
  • Diamond Certified – Minimum A rating.
  • Lead Training meetings individually and be in charge during company Scopia trainings to make sure all employees use the costly time to improve at their craft. This includes facilitating impactful “Role Practice/EDICR Training.
  • Working with Dispatch to maximize our company plan of “Dispatching for profits”
  • Working with the Operational Support Coordinator at their center and the administration team to ensure jobs and paperwork are turned timely and accurately for maximum efficiency and profitability.
  • Working with the Operational Support Coordinator to achieve the center’s budget and targets in revenue and profitable growth.
  • Working with the Operations Support Coordinator in managing your service fleet to ensure proper inspections, maintenance, repairs and inventory are completed to support safe driving and an impeccably clean image the in community. 

Position Type/Expected Hours of Work

This is an exempt, full-time position. Days and hours of work are variable depending on the nature of our work demands. Occasional evening and weekend work may be required as job duties demand.

Travel

Little to no overnight travel is expected for this position.

Do I Have What It Takes?

Required Education and Experience

Bachelor’s degree in management preferred

1-3 years of experience in a management role with direct oversight on KPI's and sales metrics or any similar combination of education and experience.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Wrench Group and its affiliates are proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, genetic information, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.  The company encourages all qualified candidates who are eligible to work in the United States to apply, but it does not sponsor applicants or employees who require a visa to work legally.