Field Supervisor/Service Manager

Field Supervisor/Service Manager

Nashville, TN

Service Manager All 4 Seasons

Position Title: Field Supervisor/Service Manager

Reports To: Brand President / General Manager

Position Summary

The Service Manager is responsible for the overall performance, accountability, culture, and profitability of the service department at All 4 Seasons. This leader will drive technician performance, ensure operational excellence, maintain a high-performance culture, and create a best-in-class customer experience.

This role is not a desk job. The ideal candidate spends time in the field coaching technicians, conducting ride-alongs, reviewing KPIs, handling customer escalations, interviewing and onboarding new talent, and developing the team through structured one-on-one coaching.

The Service Manager will own service revenue growth, technician development, operational consistency, customer satisfaction, and department profitability.

Primary Responsibilities

Team Leadership & Accountability

• Lead daily service huddles and team meetings.
• Set clear expectations and hold technicians accountable to company standards.
• Conduct weekly one-on-one meetings with technicians.
• Create performance improvement plans when necessary.
• Coach and develop technicians to improve sales, customer service, and technical skills.
• Build a culture of ownership, accountability, and continuous improvement.

KPI Management

Monitor and manage department performance through daily, weekly, and monthly KPI reviews.

Key KPIs include:

• Revenue per technician
• Average ticket
• Close rate
• Membership sales
• Conversion rate
• Callback percentage
• Warranty percentage
• Technician efficiency
• Utilization rate
• Revenue per lead
• Customer satisfaction scores
• Review generation
• Capacity planning adherence

The Service Manager must identify performance gaps and implement action plans to improve results.

Ride-Alongs & Field Coaching

• Conduct regular technician ride-alongs.
• Observe sales process execution.
• Ensure proper use of company sales systems.
• Coach technicians in real time.
• Evaluate technical performance and customer interactions.
• Reinforce company standards and best practices.

Daily Operational Management

• Run daily service meetings.
• Monitor technician schedules and dispatch efficiency.
• Ensure proper capacity planning.
• Verify jobs are properly completed and documented.
• Review service opportunities and revenue forecasts.
• Support dispatch and CSR teams when needed.

Recruiting & Hiring

• Recruit top service talent.
• Conduct first-round interviews.
• Evaluate technical ability and cultural fit.
• Assist with hiring decisions.
• Build a pipeline of future technicians and leaders.

New Hire Onboarding

• Manage onboarding process for new employees.
• Ensure completion of training programs.
• Conduct 30, 60, and 90-day check-ins.
• Establish performance expectations from day one.
• Accelerate technician development.

Customer Escalations

• Handle high-level customer concerns.
• Resolve service issues professionally.
• Protect company reputation.
• Turn dissatisfied customers into promoters.
• Work with technicians to prevent recurring issues.

Process & Operational Excellence

• Ensure adherence to company processes.
• Maintain consistency in service execution.
• Audit job quality.
• Review callbacks and warranty trends.
• Identify operational inefficiencies.
• Implement corrective actions.

Traits & Characteristics Required

Strong Leadership Presence

• Leads from the front.
• Holds people accountable.
• Earns respect through action.
• Comfortable having difficult conversations.

Competitive & Results Driven

• Loves winning.
• Motivated by performance.
• Holds high standards.
• Constantly pushes for improvement.

High Emotional Intelligence

• Builds relationships quickly.
• Understands personalities.
• Coaches effectively.
• Handles conflict professionally.

Strong Communicator

• Communicates clearly and confidently.
• Delivers feedback effectively.
• Creates alignment across departments.
• Motivates teams through communication.

Problem Solver

• Identifies root causes.
• Uses data to make decisions.
• Develops practical solutions.
• Remains calm under pressure.

Field Coach Mentality

• Enjoys teaching and developing people.
• Prefers coaching over managing.
• Invested in employee growth.
• Comfortable spending significant time in the field.

Process-Oriented

• Follows systems.
• Creates consistency.
• Uses KPIs to drive decisions.
• Understands operational discipline.

Customer-Focused

• Prioritizes customer experience.
• Handles escalations professionally.
• Protects company reputation.
• Creates long-term customer loyalty.

Ideal Candidate Profile

The ideal Service Manager is a former high-performing technician, field supervisor, or service manager who has successfully led teams, driven revenue growth, and developed technicians into top performers.

Preferred Experience

• 5+ years service industry experience
• 3+ years leadership experience
• Experience managing technicians
• Strong understanding of service KPIs
• Experience conducting ride-alongs and coaching
• Proven track record of growing revenue and profitability
• Experience handling customer escalations
• Familiarity with ServiceTitan preferred

Success in the First 90 Days

First 30 Days

• Learn team members and culture.
• Complete technician ride-alongs.
• Establish KPI baseline.
• Begin weekly one-on-ones.
• Build relationships with service team.

Days 31-60

• Implement accountability systems.
• Improve technician performance.
• Reduce callbacks and warranty issues.
• Increase average ticket and conversion rates.
• Develop technician scorecards.

Days 61-90

• Establish high-performance culture.
• Create leadership bench strength.
• Improve department profitability.
• Build recruiting pipeline.
• Deliver measurable KPI improvements across the service department.

What Success Looks Like

• Improved technician accountability.
• Higher average tickets.
• Increased close rates.
• Lower callback percentages.
• Better customer reviews.
• Stronger team culture.
• Consistent execution of company processes.
• Sustainable revenue and