Service Manager at Neu-Ion Inc – Windsor Mill, Maryland

At Neu-Ion, Inc., we’re transforming how water systems are designed, installed, and maintained. We provide innovative water treatment and management solutions that ensure clean, safe, and efficient water for communities and businesses. From state-of-the-art filtration systems to advanced monitoring and service, Neu-Ion delivers reliable solutions that make a real impact on sustainability and public health.

We’re looking for a dedicated, skilled professional to join our growing team as the Service Manager. If you’re passionate about technology, problem-solving, and making a difference in water systems, Neu-Ion is the place to advance your career and contribute to meaningful projects.

The Service Manager is responsible for overseeing service operations and leading a team that includes service technicians, dispatch, and a service coordination. This role ensures effective and efficient scheduling, customer satisfaction, quality control, and coordination across internal teams. While responsibilities may evolve, core duties include the following:

Essential Duties & Responsibilities

• Deliver exceptional customer service with a strong sense of urgency
• Make sound decisions aligned with organizational goals
• Manage daily operations of the service department and all direct reports
• Oversee scheduling to ensure appropriate workload distribution, efficient routing, and productivity optimization
• Communicate effectively and promptly with customers regarding emergencies, repairs, and routine maintenance, including follow-up
• Mentor, coach, and supervise team members through clear expectations and bi-weekly one-on-one meetings
• Partner with dispatch and service departments to ensure technicians are prepared with proper parts, supplies, contact information, and routing
• Serve as the primary point of contact for service-related customer inquiries, emergencies, and concerns
• Lead emergency service response planning and execution to completion with full customer satisfaction
• Conduct and enforce monthly vehicle inspections with service technicians
• Ensure service procedures are performed in accordance with company policies and best practices
• Update service procedures as needed, conduct annual reviews, and ensure technician training and compliance
• Maintain accurate personnel documentation including performance, quality control results, attendance, and training acknowledgments
• Ensure service-related documentation and quote requests are completed accurately at the time of service
• Collaborate with Operations and Procurement to secure emergency materials or approvals as needed
• Conduct daily team huddles to review technician plans and optimize productivity
• Perform daily afternoon check-ins to assess job completion status and overtime needs
• Lead regular service meetings to review weekly priorities, preventive maintenance status, safety topics, and team feedback
• Partner with Quality Assurance leadership to address findings, training opportunities, and technician performance
• Manage the on-call schedule and provide after-hours support in accordance with established procedures
• Track incomplete service calls and coordinate timely rescheduling and resolution
• Monitor and approve timesheets for direct reports
• Utilize performance metrics and KPIs to support team development
• Role allocation: approximately 60% field support / 40% office support

Minimum Qualifications

• Service or Maintenance Management experience required
• Prior supervisory experience with direct reports
• Intermediate knowledge and hands-on experience across multiple maintenance trades
• Strong computer and systems proficiency
• Five (5) or more years of related experience

Physical Requirements

• Ability to lift up to 50 pounds
• Ability to sit, stand, climb ladders, and crawl as needed
• Comfortable working at elevated heights
• Valid driver’s license and ability to operate a motor vehicle
• Ability to travel to customer sites

Benefits:

• Medical, Dental, Vision
• Life & Disability
• Retirement/401K
• Paid Time Off

We are an equal opportunity employer and are committed to providing reasonable accommodations to qualified individuals with disabilities in accordance with applicable laws. If you require assistance or accommodation during the application process or to perform the essential functions of the job, please notify us.

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance