Job Title: Service Order Manager
Department: Base Operations
Job Summary:
We are seeking a highly organized and efficient Service Order Manager to oversee the intake, assignment, and completion of all service requests. The ideal candidate will be responsible for managing a team of dispatchers and coordinators, ensuring that all maintenance and repair work is scheduled, tracked, and completed in a timely and professional manner. This role is crucial for optimizing workflow and maintaining high customer satisfaction.
Key Responsibilities:
Team Leadership: Supervise and mentor a team of service order clerks and dispatchers, providing guidance and performance feedback.
Workflow Management: Manage the entire service order lifecycle, from initial request to final closure. This includes logging, prioritizing, and assigning work orders to the appropriate technicians or trades.
Customer Communication: Serve as the primary point of contact for service order inquiries, providing timely updates and resolving any issues or escalations.
Documentation & Reporting: Maintain accurate records of all service requests, technician assignments, and completion times. Generate reports on service order metrics to identify trends and improve efficiency.
Resource Allocation: Coordinate with department managers to ensure technicians and resources are properly allocated to meet demand and project deadlines.
Process Improvement: Develop and implement strategies to streamline the service order process and improve overall departmental efficiency.
Desired Qualifications:
Education: A high school diploma or equivalent is required. An associate's or bachelor's degree in business, logistics, or a related field is a significant plus.
Experience: A minimum of 5-7 years of experience in a service-oriented or dispatch role, with at least 3 years in a leadership or management position.
Technical Skills: Proficiency with service order management software, database systems, and Microsoft Office Suite. Strong organizational and multitasking abilities.
Leadership: Exceptional communication, problem-solving, and interpersonal skills. The ability to manage a team and handle high-pressure situations.
Certification: A valid driver's license is required.
Physical Requirements:
Primarily a sedentary, office-based role; however, some walking, standing, and lifting of light objects (up to 25 pounds) may be required.
Must have the ability to sit or stand for extended periods and work in a fast-paced office environment.
Disclaimer:
The responsibilities and qualifications outlined above are intended to describe the general nature and level of work performed by those in this position. They are not an exhaustive list of all duties and skills required. The company reserves the right to modify job duties or assign additional duties as needed.
Special Qualifications/Requirements:
Must be able to successfully pass, as required, a federal, state, or local government's background investigation.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
We maintain a drug-free workplace and perform pre-employment substance abuse testing.
The contractor will not discharge or, in any other manner, discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
Job Description Last Updated: 08/08/2025
