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About the Role

Electra Link is seeking an organized, customer-focused, and results-driven Service Manager to lead and grow our Service Department. This role is responsible for overseeing daily service operations, managing technician schedules and workloads, driving customer satisfaction, and ensuring service work is completed safely, efficiently, and profitably. As an employee-owned company (ESOP), Electra Link provides team members the opportunity to directly share in the company's success and long-term growth.

Responsibilities

• Oversee all day-to-day service operations and ensure efficient execution of service work.
• Manage and coordinate technician schedules, dispatching, and workload distribution.
• Prioritize service requests based on urgency, customer needs, and available resources.
• Monitor open service calls and ensure timely completion of work orders.
• Review service tickets, labor hours, and documentation for accuracy and completeness.
• Coordinate manpower planning to maximize technician productivity and utilization.
• Serve as the primary point of contact for customers regarding service requests, scheduling, and issue resolution.
• Build and maintain strong customer relationships through proactive communication and exceptional service.
• Respond to customer concerns and escalations in a professional and timely manner.
• Conduct customer follow-up to ensure satisfaction and identify additional service opportunities.
• Support business development efforts by identifying opportunities for recurring service agreements and additional work.
• Manage department revenue, profitability, and operational performance.
• Monitor labor productivity, billable hours, and technician utilization.
• Review service invoices and ensure accurate billing and job costing.
• Track and report key performance indicators (KPIs), including response times, utilization rates, revenue, profitability, and customer satisfaction.
• Assist in preparing service estimates, proposals, and customer quotations.
• Recruit, train, mentor, and develop service technicians and support personnel.
• Conduct regular team meetings and communicate company goals, expectations, and performance standards.
• Perform employee evaluations and provide coaching to improve performance and career development.
• Foster a positive, accountable, and customer-focused team culture.
• Partner with Human Resources on employee development, retention, and staffing initiatives.
• Promote and maintain a strong safety culture throughout all service operations.
• Ensure compliance with company policies, customer requirements, and industry standards.
• Support safety training initiatives and enforce safe work practices.
• Participate in incident investigations and corrective action processes when necessary.

Requirements

• Minimum 5 years of experience in electrical service, low voltage service, construction service operations, or a related industry.
• Minimum 3 years of supervisory, leadership, or management experience.
• Experience managing service operations for commercial electrical contractors is strongly preferred.
• Demonstrated success managing field personnel and service operations.
• Strong experience scheduling and coordinating technicians in a fast-paced environment.
• Knowledge of electrical construction, service operations, low voltage systems, or related trades preferred.
• Experience with dispatch software, ERP systems, service management software, or work order platforms preferred.
• Experience managing budgets, labor productivity, and operational performance metrics.
• Strong understanding of customer service principles and relationship management.
• Proficiency with Microsoft Office Suite (Excel, Word, Outlook, Teams).
• Excellent written, verbal, and interpersonal communication skills.
• Strong organizational, planning, and problem-solving abilities.
• Valid driver's license with the ability to travel to customer and project sites as needed.

Skills

• Leadership & Team Development
• Service Operations Management
• Scheduling & Workforce Coordination
• Customer Service & Relationship Management
• Communication & Collaboration
• Revenue Growth & Profitability Management
• Financial & Operational Accountability
• Employee Coaching & Performance Management
• Organizational & Time Management Skills
• Conflict Resolution & Decision Making
• Attention to Detail
• Adaptability in Fast-Paced Environments
• Safety & Compliance Focus

Location

• Texas

Work Type

• Full-time

Experience Level

• Minimum 5 years of experience in electrical service, low voltage service, construction service operations, or a related industry.
• Minimum 3 years of supervisory, leadership, or management experience.

Benefits

• Medical, Dental, and Vision Insurance
• Paid Life Insurance with Buy-Up Options
• Short-Term and Long-Term Disability (STD/LTD)
• Supplemental Ancillary Benefits
• Paid Time Off (PTO)
• 401(k) and Roth Retirement Plan
• Employee Stock Ownership Plan (ESOP)
• Career Development & Advancement Opportunities
• Company Vehicle
• Cell Phone Stipend

About the Company

• Electra Link is a Texas-based, employee-owned company with a long-standing reputation for delivering innovative, high-quality electrical and technology solutions.
• Our employees are the foundation of our success, and we are committed to creating a culture built on teamwork, safety, integrity, accountability, and long-term career growth.