Service Office Manager
$60–$75,000 year
On-siteCharlotte, North Carolina, United States
Job Summary
Lead the dispatch team of service coordinators and field technicians, scheduling deployments to commercial sites while optimizing route density and technician utilization. Own the dispatch board during peak volume and emergency surges, balancing urgent calls, preventive maintenance, and project installations to minimize wasted time and aging work in progress. Manage after-hours protocols and on-call rotations, ensuring parts are staged before trips and technicians are matched to the right skills and customer relationships. Drive revenue by accelerating the cycle from job completion to invoice, overseeing warranty filings, and closing out additional service quotes. Serve as the primary escalation point for service issues, resolving conflicts at the branch level and translating customer feedback into operational improvements. This fully on-site role requires 5+ years in field-service dispatch and 3+ years managing similar teams, with a base salary of $60-75k plus a $5K bonus.
Required Qualifications
- 5+ years in dispatch, service operations, or service administration within a field-service environment — power generation, heavy equipment, material handling, HVAC, industrial distribution, fleet, or a comparable technical service business
- 3+ years directly managing a team of dispatchers, coordinators, or schedulers, including hiring, performance management, and development
- Hands-on ownership of a dispatch board supporting a multi-technician field team serving commercial or industrial customers
- Comfort operating in a high-interruption environment where emergency calls reshuffle the day's plan
- Working proficiency with a service management or ERP platform and its scheduling, work order, and invoicing modules
- Strong written and verbal communication, with the credibility to hold a difficult conversation with a customer and with a technician
- This is an office leadership seat, not a desk
- This position is fully on-site
- You are the operational counterpart to the Field Service Manager, who owns the technical side of the business
- partners closely with the Branch Manager, who is responsible for the full operation
- If you are the person who can look at a dispatch board and see the wasted windshield time, the tech sent without the right part, the aging WIP, and the quote that never got followed up on, this is your seat
Desired Qualifications
- Experience managing warranty claim workflows with an OEM
- Exposure to service contract or preventive maintenance agreement administration, including response-time commitments
- Experience dispatching an after-hours or 24/7 emergency service operation
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