Service Manager — Route Operations & Customer Retention

New 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 do

1) 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