Service Manager

The Service Manager oversees all new and existing service work within the department, working in collaboration with the District Manager and Dispatchers. Supervision of personnel including training, discipline and effective scheduling.  The Service Manager will provide customer service and support to clients as needed with the ability to actively listen when interacting with others and determine their needs in an effective and timely manner.    

DUTIES & RESPONSIBILITIES:

• Provide high quality effective customer service, function as escalation support to Customer Service Representatives and Service Coordinators.
• Complete site survey as needed for new and existing customers, offering professional feedback and solutions to customers that maintain industry regulations and safety standards.
• Overseeing job proposals for prospective clients, collaborating with sub-contractors as needed, disseminating information to internal and external teams regarding timelines and budget.
• Supervise a team of Service Technicians, assisting with dispatch, approving payroll and time off requests.
• Provide initial on-the-job training to Technicians, teaching best practices and providing remedial or as needed training to existing staff.
• Oversight of parts and inventory, identifying areas to create efficiencies and troubleshooting issues.
• Orders and maintains adequate supplies and parts for service department inventory.
• Maintains a safe working environment for Service Technicians and customers, ensures company vehicles are kept in good working order.
• Monitoring monthly budget goals, adjusting expenditures as needed.
• Following government rules and regulations related to our business
• Effectively follow jobs through to their completion
• Working with other departments to solve any customer concern
• Work directly with management and other departments to achieve company goals

SKILLS & EXPERIENCE:

• High School Diploma or GED
• 1 – 2 years of Service experience
• Seasonal After Hours will vary on business need
• Strong organizational skills

WORKING CONDITIONS/PHYSICAL DEMANDS:

This job operates in a professional office environment.  This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and mobile devices.  The noise level in the office can be loud. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This is largely a sedentary role.  The employee will sit and or stand a majority of their shift, view computer screens, paperwork and filing is required.  This would require the ability to lift files, open cabinets bending or standing, stoop, and pull, or kneel as necessary. The employee must occasionally pull, lift and/or move objects up to 25 pounds.  

QUALIFICATIONS:

Must have excellent customer service abilities and interpersonal skills. The ability to manage in a fluid, fast pace environment is a must along with being highly motivated and well-organized. A working knowledge of computers is required. The ability to be a business leader and make decisions is essential to the position, as is the ability to maintain a professional attitude with both employees and customers.

High School diploma required; College degree a plus