Career Development

What Does a Service Manager Do?

Find out what a service manager does, how to get this job, and what it takes to succeed as a service manager.

Service managers are responsible for overseeing the day-to-day operations of their company or organization. They commonly manage a team of service professionals, such as mechanics, technicians, and other repairmen. Service managers may also be tasked with developing new services or products to offer to customers in the future.

Service managers must have strong leadership skills and an ability to motivate their employees to do their best work every day. They often oversee multiple teams working on different projects at once, so they must be able to multitask effectively while maintaining attention to detail on each individual project.

Service Manager Job Duties

Service managers typically have a wide range of responsibilities, which can include:

  • Training staff on safety protocols and OSHA regulations
  • Managing the day-to-day operations of the service department and ensuring that all customers are satisfied with the service they receive
  • Ensuring that all equipment is properly maintained to prevent breakdowns and ensure efficient operation
  • Coordinating with vendors to arrange for repairs or maintenance work when needed
  • Scheduling the work week to ensure that all jobs are completed in a timely manner while minimizing overtime costs
  • Scheduling employees’ time off according to need, such as during busy seasons or special events
  • Working with insurance companies to develop loss prevention plans for high-risk situations
  • Conducting employee evaluations to ensure that they are performing their job duties in a safe and efficient manner
  • Overseeing the development and implementation of new policies or procedures to improve efficiency or safety in the workplace

Service Manager Salary & Outlook

Service managers’ salaries vary depending on their level of education, years of experience, and the size and industry of the company. They may also earn additional compensation in the form of bonuses or commissions.

  • Median Annual Salary: $60,500 ($29.09/hour)
  • Top 10% Annual Salary: $105,000 ($50.48/hour)

The employment of service managers is expected to grow at an average rate over the next decade.

Service managers will be needed to oversee the operations of retail establishments, restaurants, and other types of businesses. As more companies outsource their back-office functions, such as human resources and accounting, these managers will be needed to oversee the outside vendors.

Service Manager Job Requirements

A service manager typically needs to have the following qualifications:

Education: Most employers require a minimum of a high school diploma or GED certificate. Some employers may prefer an associate’s or bachelor’s degree in business, management or a related field. Relevant coursework includes business law, human resources, accounting, economics, statistics and finance.

Training & Experience: Many employers will require candidates to have at least one year of experience in a related role. This experience can be in a service position, such as a mechanic or a carpenter, or in a customer service position. Some employers may prefer candidates who have experience in the automotive industry.

Service managers can also receive on-the-job training to learn more about the company’s specific procedures and requirements. This training may include learning about the company’s computer systems, software and any other technology they use.

Certifications & Licenses: Some industries require service managers to have specific certifications. Service managers may also choose to earn optional certifications to demonstrate knowledge related to a particular skill or process.

Service Manager Skills

Service managers need the following skills in order to be successful:

Communication: Communication is the act of conveying information to others. As a service manager, you may be required to communicate with customers, employees and company executives. Effective communication can help you convey information clearly and answer questions. You can use communication skills in many aspects of your job, including sales, customer service and training.

Leadership: Leadership skills can help you motivate your team and encourage them to perform well. You can use your leadership skills to help your team grow and develop. You can also use leadership skills to help your team work together and overcome challenges.

Problem-solving: Problem-solving skills allow you to identify issues, develop solutions and implement them. As a service manager, you may be responsible for resolving customer complaints, so it’s important to be able to identify the source of the problem and find a solution. You may also be responsible for identifying and resolving operational issues within your department.

Time management: Time management is another important skill for service managers to have. You may have multiple tasks to complete in a short period of time, so it’s important to prioritize your tasks and manage your time wisely. This can help you complete all of your tasks in a timely manner and ensure your customers are satisfied.

Customer service: Customer service is the act of providing a positive experience for a customer. As a service manager, you may be responsible for handling customer complaints, so it’s important to have strong customer service skills. You can use customer service skills to help you develop a positive reputation for your company and improve customer retention.

Service Manager Work Environment

Service managers work in a variety of settings, including service organizations, repair shops, and dealerships. They may be responsible for managing a team of technicians who install, maintain, and repair equipment, or they may work directly with customers to schedule appointments and provide estimates. Service managers typically work full time and may be required to work evenings and weekends to meet customer needs. They may also travel to customer sites to observe work in progress or to provide training to technicians. Service managers must be able to handle customer complaints and resolve conflicts between technicians and customers. They must also be able to work well under pressure and meet deadlines.

Service Manager Trends

Here are three trends influencing how service managers work. Service managers will need to stay up-to-date on these developments to keep their skills relevant and maintain a competitive advantage in the workplace.

The Need for a More Agile Workforce

The trend of an increasingly agile workforce is having a major impact on the service management industry. As businesses become more reliant on technology, they are looking for ways to improve efficiency and reduce costs. This has led to a greater demand for service managers who can provide support that is both fast and efficient.

Service managers who are able to adapt to this new landscape will be in high demand, as they will be able to provide the type of support that businesses need in order to stay competitive. In order to be successful, service managers will need to be able to work quickly and efficiently while still providing high-quality service.

Greater Focus on Customer Experience

As customers become more demanding, businesses are beginning to focus on customer experience as a way to differentiate themselves from the competition. This means that service managers will need to develop skills in customer service and relationship building.

In order to be successful in this environment, service managers will need to be able to understand what customers want and how to meet their needs. They will also need to be able to manage teams effectively and ensure that all employees are working towards the same goal.

More Collaboration Between Business Units

Business units are increasingly collaborating with each other in order to create a better customer experience. This requires service managers to be able to communicate effectively with other departments and understand their needs.

By collaborating with other business units, service managers can create a more cohesive customer experience that meets the needs of all parties involved. In addition, this collaboration can lead to improved communication between departments, which can help to streamline operations and make the company more efficient.

How to Become a Service Manager

A career as a service manager can be rewarding in many ways. It offers the opportunity to work with people, lead teams, and make a difference in the lives of customers. Service managers also have the chance to learn about different industries and develop their skills in areas such as problem solving, communication, and leadership.

To be successful in this role, it’s important to have a strong understanding of the business and its customers. You should also be able to manage your team effectively and motivate them to deliver excellent customer service.

Advancement Prospects

Service managers typically start out in entry-level positions and advance to higher-level positions as they gain experience and knowledge. Many service managers start out as technicians or customer service representatives. As they move up the ladder, they may become lead technicians, customer service managers, or operations managers. With further experience and education, they may eventually become general managers or even executives.

Service Manager Job Description Example

At [CompanyX], we provide our customers with the highest quality products and services. To ensure that we always meet or exceed their expectations, we’re looking for a service manager who will be responsible for leading and motivating a team of customer service representatives. The ideal candidate will have experience managing a team of customer service reps, as well as a proven track record of providing excellent customer service. He or she will be responsible for ensuring that our customers are always satisfied with the level of service they receive, and that any complaints or concerns are addressed in a timely and professional manner.

Duties & Responsibilities

  • Maintain an expert level of knowledge in company products and services
  • Consistently provide excellent customer service, handling customer inquiries and complaints in a professional manner
  • Train new customer service representatives on company policies and procedures
  • Monitor call center metrics to identify areas of improvement
  • Develop and implement strategies to improve call center performance
  • Manage the day-to-day operations of the customer service department
  • Create and maintain detailed reports on call center activity
  • Handle escalated customer service issues
  • Stay up-to-date on industry trends and best practices
  • Collaborate with other departments to resolve customer issues
  • Recommend process improvements to senior management
  • Perform quality assurance audits on customer service calls

Required Skills and Qualifications

  • Bachelor’s degree in business administration, management, or related field
  • 3-5 years experience in a service management role
  • Proven track record of successfully meeting customer expectations and service quality goals
  • Demonstrated leadership ability with excellent interpersonal skills
  • Excellent communication, problem-solving, and time-management skills
  • Proficient in Microsoft Office and ServiceNow or similar ticketing system

Preferred Skills and Qualifications

  • MBA or Master’s degree in business administration, management, or related field
  • 5-7 years experience in a service management role
  • ITIL certification
  • Working knowledge of Salesforce CRM
  • Experience with project management software, such as Jira

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