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About the Role

The Service Manager oversees the day-to-day operations of field technicians within an assigned geographic coverage area. An electrical background with hands-on field experience is mandatory for providing proper oversight, guidance, and technical support to electrical service technicians.

Responsibilities

• Review technician dispatch and job priorities.
• Conduct team huddles to communicate daily goals and reinforce company best practices.
• Ensure technicians have necessary parts, tools, and materials.
• Monitor job progress, address delays, and reassign resources.
• Update customers on arrival times, delays, or changes.
• Resolve technical, logistical, or operational issues for technicians.
• Provide information to support proposal development for Assistant Service Managers.
• Identify and address outstanding needs for incomplete work orders.
• Submit pricing and availability requests to parts vendors.
• Spot-check completed jobs for quality control.
• Respond to customer escalations within 15 minutes.
• Gather facts and assess the impact of escalations.
• Deploy resources to address urgent escalations.
• Communicate resolution plans and timelines to customers.
• Follow up on escalations to confirm completion.
• Ensure job statuses, notes, and billing details are accurate in the service software.
• Review daily KPIs, including jobs completed, first-time fix rate, and missed appointments.
• Confirm staffing and resource allocation for the next day.
• Send a daily performance and issues report to the VP of Operations.

Requirements

• Electrical background with hands-on field experience is mandatory.
• Reports to the VP of Operations.
• Prior service management or dispatch experience preferred.

Skills

• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Proficient in Microsoft Office Suite (Outlook, Excel, Word, One Drive) or related software
• Excellent organizational skills and attention to detail
• Basic understanding of clerical procedures and systems such as recordkeeping and filing
• Ability to work independently

Location

• Clifton Park, NY

Work Type

• Full-time
• Onsite

Experience Level

• Depending on experience

Salary/Compensations

• $65,000.00 - $75,000.00

Benefits

• 10 days paid vacation upon hire, additional time earned each year
• Health Insurance offered
• Dental Insurance offered
• 401k with company match
• Employee discount program
• Opportunities for growth and development

About the Company

• T&J Electrical Solutions is a division of T&J Companies, a family-owned and operated company based in Clifton Park, NY.
• T&J Companies and its divisions self-perform commercial appliance and electrical services for customers throughout the Northeast with a primary focus on retail locations.
• The team is professional, agile, and customer centric.
• The goal is to provide customers with fast, reliable service while growing the business into a top employer in the region.