Service Manager

Monsey, NY · $75,000–$100,000

About the Role

This role owns the service department end to end — from vendor and technician oversight to the systems that keep cases moving. The Service Manager is the driving force behind faster resolutions, tighter accountability, and a service culture built on urgency and clear communication. It's a hands-on leadership seat for someone who wants to turn a reactive department into a proactive, well-run operation.

Key Responsibilities

• Customer Service & Case Resolution
  • Ensure fast response and resolution times
  • Improve communication with customers and drive consistency
  • Reduce unresolved and aging cases, and cut delays and turnaround times
• Vendor Management
  • Hold vendors accountable to service processes
  • Track vendor performance and reimbursement
  • Identify trends and delays, and drive improvement in weak areas
• Process, Systems & Reporting
  • Build efficient, scalable service processes
  • Improve tracking for parts, vendors, technicians, and warranties
  • Help automate service workflows and customer updates
  • Monitor department KPIs and dashboards, including response times, open cases, vendor delays, and resolution timelines
• Team Leadership
  • Train and support service coordinators
  • Create accountability and consistency across the department
  • Build a strong service culture focused on urgency and communication

Qualifications

• Proven ability to lead people and manage teams and workloads
• Highly organized, detail-oriented, and process-driven
• Calm under pressure with strong problem-solving skills
• Excellent communicator who can handle escalations professionally
• Customer-focused while holding vendors and teams accountable
• Strong sense of urgency, ownership, and follow-through

Interested? Send your resume to: Mendy@bhirednyc.com