Service Manager
hace 2 días
San Antonio
Job Description Service Manager Department: Operations Reports To: Branch Manager / Area Manager FLSA Status: Exempt Job Type: Full-time Work Location: In person Job Summary The Service Manager owns and standardizes the quality of field service delivery at Barefoot Mosquito & Pest Control by enforcing Barefoot’s Non-Negotiable Service Standard (NSS) through persistent in-field leadership, coaching, and correction. This role provides direct leadership to Pest, Lawn, and Service Experts, conducts ride-alongs and quality-assurance (QA) checks, owns escalated service-related customer issues, manages branch inventory, and serves as a direct contributor in the field during operational surges. Success in this role is defined by full NSS adoption, reduced re-services, improved customer retention, disciplined route execution, and safe, compliant operations. The Service Manager is the standard bearer for Barefoot’s service delivery and day-to-day operations and works closely with branch leadership, the Planner Team, Customer Service, Retention, Sales, and Operations to deliver consistent, compliant, and customer-focused service. Supervisory Responsibilities • Directly supervises, coaches, and develops Pest, Lawn, and Service Experts, Lead Technicians if assigned, and other assigned field-service employees., • Participates in recruiting, interviewing, hiring, onboarding, and training technicians., • Conducts weekly ride-alongs and QA checks at required minimums to evaluate technician performance and reinforce NSS, service, and safety standards., • Establishes performance expectations and monitors technician NSS adherence, productivity, service quality, customer outcomes, safety, and compliance., • Corrects performance gaps promptly through developmental coaching and documents all coaching and corrective action., • Executes corrective action up to and including separation recommendations; escalates termination decisions, repeat safety violations, and chronic NSS non-adoption to the Branch Manager or Area Manager., • Conducts regular performance reviews and provides ongoing feedback and development., • Ensures technicians maintain required licenses, certifications, training, and technical competencies., • Resolves conflict at the lowest level possible with timely escalation, and promotes a culture of accountability, professionalism, attention to detail, safety, and customer focus. Essential Job Duties • Enforces Barefoot’s Non-Negotiable Service Standard (NSS) and drives full NSS adoption across all assigned technicians., • Follows the daily operating cadence: confirms technicians’ first job arrival at 8:00 AM, spends the primary work block in the field conducting ride-alongs and QA checks, holds a midday check-in with the team, confirms technician check-out upon route completion, and submits a daily summary to the Area Manager., • Drives service professionals toward daily and monthly completion goals and ensures disciplined route execution., • Communicates operational risks, constraints, and required route adjustments to the Planner Team; does not directly modify routes in FieldRoutes., • Approves overtime, additional routes, and route movement as operational needs require., • Acts as a direct contributor during technician shortages, weather disruptions, or unexpected volume surges by performing service visits, prioritizing re-services and escalated customers, and modeling correct NSS execution., • Serves as the final in-branch owner of escalated service-related customer issues; personally engages repeat complainers and churn-risk customers, conducts on-site evaluations when appropriate, and ensures corrective actions improve retention and reduce repeat complaints., • Partners with Customer Service and Retention teams to resolve customer concerns, reduce cancellations, and strengthen customer retention., • Monitors service quality through QA checks, ride-alongs, re-service reviews, customer feedback, and operational data, and identifies patterns that require corrective action., • Ensures technicians follow established pest-control treatment methods, product requirements, service protocols, safety procedures, and company standards., • Drives technician review requests and lead submissions to support customer retention and company growth., • Owns branch inventory, including ordering, storage, rotation, and materials spend discipline., • Oversees the proper handling, storage, application, transportation, and documentation of pesticides, treatment products, equipment, and related materials., • Ensures 100% vehicle inspection compliance and delivers safety coaching based on Samsara reporting., • Promotes a strong safety culture and promptly addresses accidents, incidents, unsafe practices, regulatory concerns, and other field-service risks., • Maintains accurate service records, coaching and corrective-action documentation, regulatory documentation, and other required operational records., • Collaborates with Sales, branch leadership, and Operations teams to support growth initiatives, new service offerings, customer needs, and service expansion., • Utilizes FieldRoutes, Samsara, Slack, and other operational systems to monitor performance and support data-driven decision-making., • Performs other duties as assigned. Key Performance Indicators (KPIs) Performance in this role is measured against the following standards, which serve as the basis for performance reviews. Service and customer metrics are measured across the Service Manager’s assigned team. Targets and definitions are maintained in the Service Manager Role Scorecard. • NSS Adherence: 100% adherence to the Non-Negotiable Service Standard., • QA Checks: Minimum 10 per week., • Ride-Alongs: Minimum 15 per week., • Re-Service Rate: Below company-dictated targets., • Customer Churn: Below company-dictated targets., • 5-Star Reviews: 10% of revenue-generating services produce a 5-star review., • Lead Submissions: 10% of revenue-generating services produce a lead submission., • Daily Route Completion: Above 90%., • Monthly Total Completion: Above 95%., • Inventory & Materials: Full inventory ownership and materials spend discipline., • Vehicle & Safety: 100% vehicle inspection compliance and safety coaching via Samsara reporting. Competencies • Field Execution Discipline, • Coaching & Skill Transfer, • Change Stewardship, • Accountability with Professionalism, • Analytical Pattern Recognition, • Safety Leadership, • Cross-Functional Maturity, • Operational Versatility, • Customer Recovery Leadership, • Pest Control Operations, • Pest Identification & Treatment, • Pesticide Application & Regulatory Compliance, • Service Quality Management, • Inventory Control, • Operational Data Analysis Education & Experience • High school diploma or GED required; Associate’s or Bachelor’s degree in Business Administration, Operations Management, Entomology, Environmental Science, or a related field preferred., • At least 3 years of experience in the pest-control industry, including technician and leadership experience, required., • Previous supervisory or management experience required., • Demonstrated experience leading, coaching, and developing pest-control technicians or comparable field-service employees required., • Strong working knowledge of pest-control methods, products, treatment techniques, application equipment, and applicable regulations required., • Ability to perform pest-control service visits to company standards when acting as a direct contributor required., • Experience managing daily field-service execution, including technician workload, route completion, and service quality, preferred., • Experience conducting field inspections, technician ride-alongs, QA checks, or other service-quality activities preferred., • Experience managing both residential and commercial pest-control service accounts preferred., • Experience with lawn fertilization or related services preferred., • Familiarity with FieldRoutes, Samsara, Slack, or comparable routing, service-management, telematics, and communication tools preferred., • Strong leadership, people-management, customer-service, communication, problem-solving, and decision-making skills required., • Ability to manage multiple operational priorities within a fast-paced field-service environment required., • Ability to effectively use technology, reporting tools, and operational data to monitor and improve performance required. Certifications • Texas Department of Agriculture (TDA) technician license, or the equivalent required in the assigned state, required at minimum., • Valid driver’s license with a clean driving record. Preferred: • TDA certified applicator license., • Associate Certified Entomologist (ACE), Certified Entomologist, or other applicable industry certification., • Applicable lawn fertilization or related service certification where relevant. Physical Requirements • Ability to work in both indoor and outdoor environments., • Ability to regularly conduct field inspections, QA checks, and technician ride-alongs., • Ability to perform full pest-control service visits, including work on ladders, in attics, and in crawl spaces, when acting as a direct contributor., • Ability to stand and walk for extended periods while inspecting customer properties and observing field-service activities., • Ability to frequently bend, stoop, kneel, crouch, crawl, reach, climb, and navigate residential and commercial properties., • Ability to lift, carry, push, and pull equipment, products, tools, and materials weighing up to 50 pounds., • Ability to safely operate a company vehicle and regularly travel throughout the assigned service area., • Ability to safely work around pesticides, pest-control products, application equipment, vehicles, and other conditions associated with field operations., • Ability to wear required PPE and comply with applicable company and regulatory safety requirements., • Requires sufficient visual acuity to inspect properties, evaluate technician work, identify service-quality concerns, and review operational documentation., • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position. Work Environment This is a full-time, in-person, field-based leadership position. The Service Manager spends the majority of the workday in the field conducting ride-alongs, QA checks, and technician coaching, and operates on a Slack-based daily cadence with technicians, the Planner Team, and the Area Manager. The role regularly interacts with Pest, Lawn, and Service Experts, customers, branch leadership, Customer Service, Retention, Sales, and Operations teams. Required meetings, chemical deliveries, technician order pulls, and training may require time away from the field but do not replace field execution expectations. The Service Manager performs service visits directly during technician shortages, weather disruptions, or volume surges. Work may involve exposure to varying weather conditions, including extreme summer heat, as well as pests, pesticides, treatment products, application equipment, and other conditions associated with pest-control operations. Company vehicles are equipped with Samsara telematics that monitor vehicle location and driver safety. The Service Manager must consistently promote and enforce applicable safety, licensing, regulatory, and company requirements. PI074d224fc562-25405-42124245
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