Service Manager

Automated Door Ways

Automated Door Ways has been an industry leader in pedestrian door and entrance solutions for the last two decades. Headquartered in Columbus, GA, we service customers in Florida, Georgia, and Alabama with our distributed technician network. Our vision behind the company is reflected in our name, Automated Door Ways. We are dedicated to serving our customers - the reason we kept Door and Ways two separate words is because we focus on the needs of the customer and provide the perfect solution to fit the job. We find "ways" to create or improve upon existing structures so that our customers will have the perfect solution for their business.

SERVICE MANAGER

ADW (Automated Door Ways) - Columbus, Georgia

Reports to: Branch Manager

ABOUT THE ROLE:

We're seeking an experienced Service Manager to oversee daily service operations for our Columbus, GA commercial door and hardware business. This role owns service department coordination including dispatch management, service quoting, parts ordering, third-party portal management, and customer communication. You'll work closely with field technicians across Georgia, Florida, and Alabama territories to ensure efficient service delivery and customer satisfaction.

This position requires strong organizational skills, technical aptitude with commercial door systems, and the ability to manage multiple priorities in a fast-paced service environment. The ideal candidate excels at coordinating between office and field operations while maintaining high service quality standards.

KEY RESPONSIBILITIES:

Service Dispatch and Coordination:

Work with Service Coordinator to manage daily service dispatch board and technician scheduling across multi-state territory. Monitor service call intake and prioritize work based on customer SLA requirements, territory coverage, and technician capability. Coordinate morning parts staging and technician pickup to enable efficient field operations. Review and update scheduling system throughout the day to ensure accurate status coding and work prioritization. Maintain communication with field technicians regarding job assignments, parts needs, and customer requirements.

This role will require significant after-hours and emergency service management. The service manager is available for customers and technicians in an emergency capacity and is responsible for ensuring high quality after-hours service for customers.

Service Quoting and Customer Communication:

Create accurate service quotes for repair work, replacement parts, and labor. Follow up on outstanding quotes to drive conversion and project completion. Communicate with customers regarding service timelines, pricing, and scope clarifications. Handle customer inquiries and service-related questions during business hours. Maintain professional relationships with key accounts and priority customers.

Parts Coordination and Purchase Orders:

Oversee the creation of purchase orders for service department parts and materials. Coordinate with vendors regarding pricing, availability, and delivery timelines. Manage the tracking of parts orders and ensure work order statuses are updated in the system when parts are on order. Collaborate with warehouse and purchasing staff on inventory receiving and parts staging for technician pickup. Support technicians with parts identification, vendor coordination, and quote reconciliation during and after business hours part needs.

Third-Party and Portal Management:

Monitor and manage service requests from third-party customer portals including Service Channel, TrueSource, and other major platforms. Review portal submissions daily for new work opportunities. Oversee entering of approved service quotes into customer portals. Verify and manage Not-To-Exceed (NTE) amounts for portal-based work. Coordinate with customers and portals to secure NTE increases when repair costs exceed authorized amounts.

Service Department Administration:

Review technician service notes in field service software and ensure proper coding for accurate reporting. Maintain service department documentation and filing systems.

Office Operations Support
Provide backup phone coverage for customer calls during business hours. Support general office operations as needed during peak periods. Participate in daily office coordination and communication with other departments. Maintain organized workspace and contribute to professional office environment.

REQUIRED QUALIFICATIONS;

Experience:

3+ years in service coordination, dispatch, or office management role in service-based business. Commercial door, construction trades, or facility maintenance background strongly preferred. Experience with service quoting, parts ordering, and vendor coordination. Familiarity with third-party customer portals and NTE-based service work valued.

Skills and Competencies:

Strong organizational skills with ability to manage multiple priorities simultaneously. Excellent written and verbal communication skills for customer and technician interaction. Proficiency with computer systems including scheduling software, ERP systems (NetSuite/MSI preferred), and Microsoft Office. Detail-oriented with strong accuracy in quoting, pricing, and purchase order creation. Problem-solving mindset with ability to coordinate solutions between office and field. Customer service orientation with professional demeanor.

Technical Knowledge:

Understanding of commercial door systems, hardware, and automatic door products. Familiarity with parts catalogs, vendor systems, and industry suppliers. Knowledge of service pricing models including labor rates, parts markups, and travel charges. Basic understanding of field service operations and technician workflows.

WORKING CONDITIONS:

Office-based position in Columbus, GA with standard business hours Monday through Friday, 8:00 AM to 5:00 PM. Some availability after-hours and weekend work required. Fast-paced environment requiring ability to respond to changing priorities throughout the day.

COMPENSATION AND BENEFITS:
Competitive salary commensurate with experience. Comprehensive benefits package including health insurance, retirement plan, paid time off, and professional development opportunities. This role is part of the PDS (Piedmont Door Solutions) family of companies, backed by Cobalt Service Partners.

TO APPLY:

Please submit resume and cover letter outlining relevant service coordination experience, particularly experience with commercial door systems, service quoting, and parts management.ADW/PDS is an equal opportunity employer committed to diversity and inclusion in the workplace.