Service Manager

The Service Manager is the senior leader of Twin Oaks' field service team. You train and hold the

technicians accountable, protect quality, and keep jobs profitable, so the owner is no longer the

bottleneck. Dispatch and scheduling stay with the Office Manager. You own what happens on the job.

 Reports to: Owner / President

 Direct reports: Service technicians (five today, growing)

 Works closely with: Office Manager (dispatch), Sales / Comfort Advisor, fractional CFO

 Location: Coolville, Ohio, with field travel across Athens, Meigs, Gallia, Morgan and Washington

counties and West Virginia

 Train and coach technicians on diagnostics, flat-rate procedures, safety and customer

communication

 Run ride-alongs and job reviews; set clear standards and address performance issues directly

 Lead the daily morning meeting and a monthly team review of callbacks, labor % and revenue per

job

 Help recruit, interview and onboard new technicians and apprentices

 Own the callback rate and drive it down; review every callback for root cause

 Run the quarterly callback-rate bonus program with the Office Manager

 Be the escalation point for complex diagnostics and warranty issues

 Work with the Office Manager so the right technician, truck stock and parts reach each job

 Approve job scope changes and purchases up to an agreed dollar limit

 Keep the team using Housecall Pro correctly: accurate flat-rate codes, notes, photos and job close-

out

 Manage vehicles, tools, safety and EPA 608 / licensing compliance

 Handle service escalations and unhappy customers

 Maintain relationships with key commercial accounts (restaurants, convenience stores, nursing

facilities)

 Support the technicians in selling maintenance agreements and flagging replacement leads for

sales

 Back up the field when needed (up to roughly 25% of time on service calls)

 Days 1-30: Ride with every technician, learn the flat-rate book and Housecall Pro workflow, and

meet the top commercial accounts.

 Days 31-90: Start the daily meeting and monthly review, set the callback baseline, and run the first

technician coaching plans.

 Months 4-6: Callback rate trending down; direct labor % at or below the 20% target.

 Months 7-12: Every technician has a development plan, the team hits its install and agreement

goals, and the owner is out of day-to-day field decisions.