Service Manager

Key Responsibilities

• Foster a customer-centric approach to ensure exceptional customer satisfaction for both Cummins Allison and CPI customers
• Collaborate closely with the support and sales teams to provide timely and effective service to meet customer needs and to drive growth of our product and service offerings
• Monitor daily activities and improve key performance metrics, such as Response Time, Bounce Rate, Technician Utilization, Customer Satisfaction, and SLA attainment to enhance service quality and ensure timely completion of work orders
• Lead the recruitment, hiring, and management of service technicians for both Cummins Allison and CPI products
• Implement a forward-looking training and development program to enhance technician skills and keep them at the forefront of industry trends
• Continuously mentor and support technicians by building strong succession plans and career paths that support long-term growth and engagement
• Ensure compliance with safety, quality and regulatory standards across all service operations
• Spearhead efforts to improve service processes and procedures, ensuring a smoother customer experience for both Cummins Allison and CPI customers
• Drive innovation and efficiency through the implementation of emerging technologies and service best practices
• Proactively identify opportunities for improvement by identifying gaps and initiating change based on industry trends to maintain a cutting-edge service operation
• Maintain budgets, forecasts, and cost control for field service operations while ensuring optimized staffing and workforce planning
• Take ownership of service escalation resolution for both Cummins Allison and CPI customers, focusing on long-term solutions and preventive measures
• Collaborate with cross-functional teams to address customer concerns swiftly and effectively

Qualifications

• Bachelor's degree in a related field
• 3-5 years of experience in service management or supervisory roles, preferably in a field operations environment
• Proven experience in service management or a related field, with a track record of achieving and exceeding performance targets
• Strong leadership and interpersonal skills, with the ability to effectively manage and mentor a team of service technicians
• Excellent problem-solving abilities and the capacity to resolve service escalations
• Strong analytical and data-driven decision-making capabilities
• Exceptional communication skills, both written and verbal
• Proficiency in Microsoft Office products
• Knowledge of SAP, Salesforce Field Service Lightning, and Qlik