Pretreatment Service Manager

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Lead and mentor a team of Equipment Technicians.

• Conduct weekly team meetings, quarterly reviews, one-on-one sessions, coaching, recognition initiatives, and corrective actions.

• Establish expectations, performance benchmarks, and escalation protocols; assess outcomes and address recurring issues.

• Identify training requirements and develop technician growth plans.

• Manage technician staffing and personnel decisions, including recruitment, onboarding, promotions, compensation suggestions, succession planning, and terminations, in collaboration with the Business Unit Manager and HR.

• Oversee technician scheduling, workload distribution, preventive maintenance planning, and emergency response.

• Monitor technician utilization, capacity challenges, staffing levels, PTO, training, and on-call coverage.

• Ensure technicians have the necessary parts, equipment, and information; eliminate bottlenecks and facilitate cross-training.

• Ensure that preventive maintenance, callouts, repairs, and projects are completed on schedule, to standard, and fully documented.

• Review completed tasks, investigate the root causes of repeated callbacks and failures, and track rework patterns and corrective measures.

• Safeguard customer relationships by tracking at-risk accounts and persistent issues while maintaining proactive communication.

• Engage in challenging or high-stakes customer discussions.

• Notify Account Managers and the Business Unit Manager regarding dissatisfied customers or at-risk accounts.

• Provide field insights and qualified opportunities for service, consumables, and capital equipment to Account Managers.

• Offer technical input for quotes and assist in technical meetings with customers.

• Enforce safety protocols, including PPE and safety equipment usage, hazard identification, and stop-work procedures.

• Ensure documentation of incidents and near-misses, maintaining compliance with safety regulations.

• Supervise the safe maintenance of company vehicles according to fleet standards.

⛳️ Requirements

• A minimum of 5 years of experience in service operations, field service, water treatment, industrial services, or a similar technical field, including at least 2 years in a leadership role.

• Strong experience in scheduling and dispatch, with the ability to handle competing priorities and urgent callouts.

• Proven track record in coaching performance, holding individuals accountable, and addressing issues before they escalate into recurring problems.

• Excellent customer-facing abilities and comfort in managing challenging conversations directly and professionally.

• Working understanding of safety procedures and a commitment to halting work in unsafe conditions.

• Technical capability to comprehend equipment problems, quotes, and project scopes.

• Experience in supporting recruitment, onboarding, and performance management, ideally in conjunction with HR.

• Proficient in utilizing data, work order histories, and performance trends to inform decisions and drive continuous improvement.

• Experience in a growing, multi-location, or family-owned business is advantageous.

🏝️ Benefits

• Medical and Dental Insurance with substantial employer contributions.

• HSA contributions ($1,200 for families / $800 for individuals annually).

• 401(k) plan with company matching.

• Life Insurance coverage.

• 15 days of PTO.

• 16 paid holidays, including extended holiday pay at year-end.

• Company Profit Sharing Bonus (projected budget for 2026: approximately 3-4 weeks of additional pay).

• Supportive leaders who invest in their teams, celebrate achievements, give back, and foster meaningful connections through team and company events.

• Hands-on training opportunities.

• Professional development initiatives.

• Reimbursement for continuing education.

• Opportunity to grow ownership and influence as the organization continues to expand.