Service Manager

Service Manager

Our client, a well-established mechanical services company, is seeking an experienced Service Manager to lead its service department. This is a key leadership role with full ownership of the department’s daily operations, profitability and growth.

About the Role

The Service Manager oversees the daily schedule and efficiency of the service technicians and the department. You’ll own customer relations, review all billing and warranty claims, and work closely with other managers on their warranty and service needs. You’ll also make sure every technician is trained for the work they’re assigned.

Key Responsibilities

• Own the profitability of the service department
• Make sure all service technicians are properly trained for their assigned tasks, and set internal and external training schedules
• Review service invoices daily for follow-up items, pricing accuracy and completeness, so customers clearly understand the work performed and how the problem was resolved
• Order parts and materials as needed to complete open service tickets
• Coordinate with the dispatch team on scheduling
• Review all warranty invoices so that valid warranty claims for parts, materials and labour are submitted to vendors
• Provide field oversight to technicians when needed and ensure they follow company processes and procedures
• Plan for seasonal fluctuations by making sure maintenance agreements are offered to all customers
• Resolve service and maintenance customer issues promptly and to the customer’s satisfaction
• Quote larger repair jobs and obtain customer approval directly

What We’re Looking For

• Minimum five years of related experience
• Bachelor’s degree [or high school diploma; see note below]
• Strong customer service and organisational skills
• Ability to multi-task in a fast-paced environment
• Proficient computer skills
• Valid driver’s license
• If you’re a service leader looking to take ownership of a department and drive its growth, we’d like to hear from you. All enquiries will be treated in strict confidence.