Service Manager

Service Manager Position

We are seeking an experienced and motivated Service Manager to lead and elevate our customer service, aftermarket parts, and warranty operations. This role is ideal for a seasoned technician or field-service professional ready to transition into an office-based leadership position with operational responsibilities. The Service Manager will play a key role in supporting internal teams and external customers, ensuring exceptional service delivery and operational excellence in aftermarket and warranty services.

Key Responsibilities:

• Lead and oversee the Aftermarket Parts Specialist to ensure accurate parts fulfillment and inventory control.
• Manage warranty administration, including claims processing, documentation, follow-up, and manufacturer coordination.
• Supervise customer service operations, ensuring timely, accurate, and professional responses to internal and external stakeholders.
• Act as a key point of contact for service inquiries, parts requests, claim escalations, and issue resolution.
• Collaborate with service technicians, sales, and product support teams to support customer needs and operational priorities.
• Develop and implement process improvements for customer service standards, warranty tracking, and parts operations.
• Monitor performance metrics, service KPIs, and continuous improvement initiatives.
• Support training needs for service, parts, and customer service staff.
• Represent the company professionally in communications with clients, partners, and manufacturers.

Skills & Qualifications:

• Proven hands-on technical background, ideally from roles with companies like ADA-ES, Killam Gas Burner, Western Steel & Boiler Co., or similar service-focused environments.
• Experience working with commercial boilers, burners, water heaters, or related mechanical systems strongly preferred.
• Strong leadership and communication skills with the ability to manage and mentor team members.
• Excellent organizational and problem-solving skills.
• Ability to work collaboratively across departments and handle multiple priorities.
• Comfortable transitioning from field-based technical work to office and operational leadership.
• Proficiency with standard office productivity software; familiarity with service/warranty systems a plus.