Service Manager - Route Operations & Customer Retention

Service Manager - Route Operations & Customer RetentionNew System | Full-Time | Field + Office (Service/Routes) New System is a family-owned linen rental company serving restaurants and medical/dental partners across the Pacific Northwest. We're hiring a Service Manager to lead daily service execution-cover routes, develop leaders, protect retention, and make sure our standards show up every day. Why you'll like it here You run the play, not just react to problems - clear priorities, real ownership People leadership with purpose - coaching DMs/CSRs, building capability, raising standards Visible impact - retention, service consistency, safety, and team morale move because of you Family-owned, practical culture - fix what matters, build systems, take care of customers What you'll do1) Run daily service operations Own day-to-day route execution: coverage, call-outs, swaps, and service recovery Lead the morning rhythm: dock presence, readiness checks, and issue prevention Coordinate with production/warehouse/admin so routes leave set up to win Maintain clean, organized, professional standards across trucks, dock, and service areas 2) Protect customers and revenue Drive retention through fast escalation handling and follow-through on hot accounts Oversee Red Flag response: make sure contact, plan, documentation, and follow-ups happen on time Ensure Quality Visits (QVs), Wellness Visits, and Welcome Visits are happening with quality and cadence Partner with Sales/Leadership to support renewals and stabilize at-risk accounts (24 months or less remaining) 3) Lead, coach, and hold the line Directly manage District Managers and/or CSRs (depending on location/structure) Coach in the real world: route rides, ride-alongs, debriefs, action plans Run (or support) recurring team meetings that reinforce standards and habits (PM meetings / "one rock" focus) Set clear expectations, follow up consistently, and build a culture of accountability 4) Own the numbers and the systems Track and improve key service KPIs: churn signals, ticket trends, Red Flags, safety, completion of visits, and customer feedback Ensure strong CRM discipline in Alliant: ticket quality, timely closure, and accurate documentation Support invoice integrity / variance awareness by catching patterns that lead to service and billing issues Communicate weekly priorities and a clear recap to leadership: wins, misses, root causes, corrective actions, support needed 5) Safety and professionalism Reinforce safe driving, lifting/pushing practices, PPE use, and incident reporting Ensure vehicles, equipment, and housekeeping standards are consistently met Lead by example-calm, professional, and solutions-forward when things get messy You're a fit if you are A steady leader: calm under pressure, clear communicator, doesn't pass the buck Coach-first, standards-always: you develop people and you hold the line Operationally sharp: you can juggle moving pieces without losing the plot Customer-minded: you can de-escalate, rebuild trust, and close loops Comfortable using systems daily and keeping work documented (CRM discipline matters here) Requirements Prior leadership experience in operations/service/logistics (route-based is a big plus) Valid driver's license; comfortable being in the field and around trucks/routes Able to lift/push/pull up to ~50 lbs. occasionally as needed (hands-on support) Comfortable with mobile/desktop tools for tracking and documentation (CRM usage) Background check + drug screening required for fleet-related roles How to apply Send your resume and a quick note answering: "How do you build accountability without killing morale?"JOB CODE: Service

Created: 2026-03-10