Service Manager

Overview

Job Summary: The Service Manager is responsible for managing work orders in the Repair and Maintenance department from initiation through invoicing, ensuring that customer expectations and departmental goals are consistently met or exceeded. This role serves as the primary point of contact for customer communications while leveraging technology and internal collaboration to streamline processes, optimize performance, and drive profitability.

Our Exceptional Benefits Plan includes:

• Supportive & Friendly Culture
• Manage national accounts for Fortune 500 companies
• Medical, Dental, Vision coverage options
• Flexible Spending & Health Savings Accounts
• Company paid Life Insurance
• 401k with Employer Contribution
• Company paid Short/Long Term Disability
• Generous Paid Time Off program Holidays
• Career Growth Opportunities and Career Mapping
• Additional perks including Pet Insurance, Employee Assistance Program, Educational Assistance Program, Identity Theft Protection, Critical Illness Plans, Commuter Benefits and various employee discount offerings from our Vendors 
• Per diems available when traveling

Stratus is one of the nation’s largest brand implementation companies. We are made up of 1,100 employees nationwide who roll up their sleeves, dive into the details and bring our clients’ brands to life! We deliver versatile solutions for some of the nation’s largest and most recognized brands. From exterior signage & interior branding to site refresh & remodel, from energy & lighting to repair & maintenance solutions, we deliver ideal solutions to meet all our client's branding needs.

Responsibilities

• Independently manage and prioritize work orders to meet deadlines and performance targets (profitability and SLA metrics).
• Understand each customer’s requirements, scope, and processes to ensure service excellence and high satisfaction levels.
• Maintain proactive communication with customers, field partners, self-performing technicians, and internal departments throughout the work order lifecycle.
• Utilize ERP systems and other technology tools to monitor and manage work order status and progress.
• Coordinate with client-required third-party systems and internal support teams (Estimating, Supply Chain, Graphics, Field Partner Management) to ensure smooth work order progression.
• Review and validate estimating, graphic, and sourcing requests to ensure accuracy and compliance with established procedures.
• Analyze field partner feedback and apply critical thinking to resolve customer issues promptly.
• Participate in internal and external meetings regarding customer accounts, performance analytics, and continuous improvement initiatives.
• Ensure adherence to department policies and procedures while maintaining personal accountability through ongoing training and development.
• Complete all required documentation, including work orders and related paperwork, and manage additional assignments as directed by the Account Manage

Qualifications

Skills & Competencies:

• Strong focus on productivity, a positive attitude, and a collaborative team spirit.
• Excellent time management, organizational skills, and the ability to prioritize tasks effectively.
• Working knowledge of industry standards and best practices.
• Proficiency in Microsoft Office, with advanced Excel skills preferred.
• Ability to thrive in a fast-paced environment, make decisive and confident decisions, and handle pressure.
• Self-motivated, with strong independent judgment and attention to detail.
• Professional communication skills (both written and verbal) and effective negotiation abilities.

Education & Experience

• High School Diploma or equivalent required; additional college coursework or degree is a plus.
• Minimum of one year of office experience is preferred.
• At least 6 months of relevant industry or project management experience is desired.

Physical & Mental Demands

• Ability to remain calm and focused under pressure and meet tight deadlines.
• Prolonged periods of computer work; must be comfortable with extended screen time.
• Flexibility to work outside standard business hours as needed to support business operations.

eeo/mfdv