Service Manager

Job Summary

The Elevator Service Manager is responsible for leading and overseeing service operations for elevators and related equipment across assigned territories. This role ensures safe, efficient, and compliant execution of maintenance and repair activities while driving team performance, customer satisfaction, and financial results in accordance with New York and New Jersey state and local regulations. Strong communication skills are essential, as the role requires frequent interaction with clients, both verbally and through professional email correspondence. The ideal candidate is a proactive leader with a strong operational background, exceptional customer service skills, and the ability to effectively manage multiple projects in a fast-paced environment.

Key Responsibilities

Field Operations & Team Leadership

Lead, develop, and manage a team of elevator service technicians across assigned routes/territories
Assign work, optimize routes, and ensure timely completion of maintenance, service, and repair calls
Provide technical guidance and troubleshooting support for complex service issues
Conduct field ride-alongs, performance evaluations, and ongoing coaching for technicians
Ensure adherence to union agreements and labor requirements (where applicable)
Safety & Compliance

Ensure compliance with all applicable codes and regulations, including:
New York State and NYC DOB requirements (as applicable)
New Jersey Elevator Safety regulations
OSHA standards and company safety policies
Promote a strong safety culture, conduct audits, and enforce safety procedures
Oversee annual testing, inspections, and compliance documentation

Customer & Account Management

Serve as the primary point of contact for key service customers
Build strong relationships and ensure high levels of customer satisfaction and retention
Address escalations, resolve service issues, and communicate repair recommendations
Partner with sales teams to identify repair and modernization opportunities
Financial & Operational Oversight

Manage service portfolio performance, including revenue, margins, and cost control
Oversee billing accuracy, service contract execution, and work order completion
Forecast manpower needs and support hiring and workforce planning
Monitor KPIs (service response time, callbacks, contract retention, etc.)
Administrative & Cross-Functional Coordination

Maintain accurate records, service reports, and compliance documentation
Coordinate with operations, sales, modernization, and leadership teams
Support continuous improvement initiatives and operational efficiency
Qualifications & Requirements

Education & Licensing

High School Diploma or equivalent required
Valid Elevator Mechanic License strongly preferred or required:
New York (NYC or State license as applicable)
New Jersey Elevator Mechanic License
CET certification preferred

Experience & Skills

10+ years of elevator industry experience (service, repair, or modernization)
Prior supervisory or leadership experience preferred (Foreman, Adjuster, Supervisor, or Manager)
Strong knowledge of elevator systems (traction, hydraulic, controls)
Ability to read and interpret electrical schematics and technical documentation
Strong leadership, communication, and customer management skills
Financial acumen (budgeting, forecasting, cost control)
Physical & Work Environment

Ability to work in field environments including mechanical rooms, shafts, and job sites as needed
Occasional lifting, climbing, and site inspections required
Exposure to industrial environments, including dust, heat, and confined spaces
Availability for after-hours escalations or emergency support