Service Manager

2 weeks ago


Westfield, Massachusetts, United States Morgan Services Full time

Morgan Services is a family-owned textile company with a long and distinguished heritage in the specialty laundry field. We have been providing linen and uniform services for all types of facilities since 1887.

Job Title: Service Manager

Job Summary:

The Service Manager is the principal service executive responsible for generating and retaining revenue and profit from our customers. The Service Manager is responsible for creating and implementing the Area service plan and making necessary recommendations to the General Manager and management team.

Key Responsibilities:

  • Meet with key customers to assess current service levels, identify emerging and unmet needs, and implement corrections and recommendations to improve service effectiveness.
  • Retrain target customer base through relationship building and renewing contracts.
  • Achieve Service department goals in budget, customer retention, revenue and profit growth, and material control.
  • Develop area pricing and contract terms strategy for each market segment with the Area Management team.
  • Recruit, hire, and train all service members in a timely manner on service, revenue growth, product knowledge, negotiation, industry knowledge, pricing, and profitability.
  • Advise the management team of competitive trends.
  • Responsible for service administration, including systems adherence, compensation, and reports.
  • Protect company resources, including members, material, and fleet resources, by following all Morgan policies.
  • Lead the execution of strategies to achieve new company initiatives and conduct regular performance reviews.
  • Be able to operate a step van/box truck and train new hires.
  • Manage Saturday routing and rotating weekends on-call.

Service Manager Benefits:

  • Competitive compensation ($65-$68k/year starting salary).
  • Additional profit-sharing bonus potential.
  • Great health insurance: medical, dental, life, prescription.
  • Long-term disability.
  • 401(k) plan with company match.
  • Additional 401(k) 3% company contribution on top of match.
  • Paid vacation, sick, and holidays.
  • Employee referral program.
  • And more.

Service Manager Qualifications:

  • High school diploma or GED required.
  • College degree a plus but not required.
  • Must have previous experience with box trucks and/or step vans.
  • Must have 3+ years of experience managing production/warehouse service teams (managers, supervisors, and route service reps).
  • Must have strong negotiation skills and ability to strategically focus on outstanding customer service.
  • Ability to communicate face-to-face in a clear, confident manner as an authority on service deliverables.
  • Must be a self-starter with the ability to seek out alternative solutions for complicated issues.
  • High sense of urgency with flexibility to handle sudden changes in routine.
  • Reliable, disciplined, trustworthy, with a common sense approach to customer issues.
  • Must be comfortable with technology, including handheld devices.
  • Valid driver's license with a clean driving record.
  • Must be able to pass a background check, assessment, and drug screening (hair).


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