Service Leader for Michael & Son Home

We are seeking a professional, ambitious, customer-centric Service Leader to launch and lead our new Michael & Son Home division. Michael & Son Home is a concierge team of maintenance and handyman professionals providing in-home services to homeowners in northern Virginia through a subscription-based service. This role is responsible for establishing the team, managing multi-location operations, driving service sales, and ensuring top-tier customer service. The ideal candidate brings a background in multi-location apartment complex maintenance, where managing resident satisfaction, service sales, and team workflows was a daily responsibility. While we have dedicated HVAC Technicians, Plumbers, and Electricians for major trade work, this manager will supervise handyman staff and step in to handle a variety of interior & exterior repairs and home related to-do list items, along with basic general maintenance and trade support.

 

Key Responsibilities:

 

Department Setup & Multi-Location Leadership

• Build the team: Recruit, hire, and onboard a new team of skilled regional handyman technicians.
• Multi-site oversight: Manage daily service operations, logistics, and technician dispatching across multiple geographic territories.
• Develop workflows: Establish standard operating procedures (SOPs) for dispatching, estimating, and regional multi-site tracking.
• Quality assurance: Conduct regular site inspections to ensure all completed work meets company standards.

Sales & Customer Service Excellence

• Drive revenue: Support converting incoming customer inquiries into booked jobs and present maintenance service agreements to residential clients.
• Scope & estimate: Visit residential properties to diagnose repair needs and deliver accurate, professional cost estimates.
• Luxury Apartment-style hospitality: Apply professional resident-relations standards to private homeowners, ensuring high-satisfaction service experiences.
• Escalation management: Act as the primary point of contact for resolving customer complaints and ensuring rapid solutions.

Handyman & Specialty Service Offerings, including but not limited to:

• General interior care: Assemble flat-pack furniture, replace weather-stripping, change smoke detector batteries, and handle minor blind/window treatment fixes.
• Exterior maintenance: Clean gutters, repair window screens, touch up paint, and handle minor siding fixes.
• System detailing: Change filters and perform deep cleaning of HVAC vents, registers, and return grilles to improve residential indoor air quality.
• Media & fixture installation: Securely mount flat-screen televisions on various wall types (drywall, brick, studs), route cables cleanly, and hang heavy mirrors or artwork.
• Carpentry: Repair interior drywall, patch holes, fix cabinets, adjust doors, and touch up finish trim or molding.
• Trade support: Perform basic, non-licensed troubleshooting (e.g., swapping a faucet washer or replacing a light switch plate) before coordinating with our specialized trades divisions for major needs.

 

Required Qualifications & Skills

 

• Experience: 5+ years of hands-on experience in residential maintenance, with a strong preference for multi-site luxury apartment complex background. At least 1 year of management experience required. An entrepreneurial spirit is a plus.
• Sales & Customer Care: Proven track record in service sales, customer service management, and hitting team performance goals.
• Operations: Experience or strong aptitude for building workflows, scheduling decentralized field teams, and scaling operations.