Field Supervisor/Service Manager
Guildgaragegroup · Atlanta, Georgia · Posted Jul 6, 2026
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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 coa…