Service Manager

About the Role

Responsible for managing the Service Department team of specialists to ensure sales support service standards are maintained and customers receive quality products and excellent customer care. Oversee daily functions of service technicians and customer support agents, including phone availability, order processing, and account management. Develop, implement, and maintain departmental procedures, policies, and standards while managing the team’s workload and communication to increase efficiencies.

Analyze data to assess the company’s level of customer service, define targets, and track progress to ensure visibility and quality. Improve the global customer service experience through data analysis, process improvement, agent development, and implementation of industry best practices. Mentor and develop service technicians, fostering a collaborative and engaged environment. Take ownership of critical customer issues and follow through to resolution. Perform other related duties as assigned by management.

Supervisory Responsibilities

• Directly and/or indirectly supervises employees.
• Carries out supervisory responsibilities in accordance with organizational policies and applicable laws, including interviewing, hiring, and training employees.
• Plans, assigns, and directs work; appraises performance; rewards and disciplines employees; addresses complaints and resolves problems.

Requirements

• Knowledge of export regulations and documentation requirements.
• Proficiency in mathematics and basic statistics, including the use of Excel for performance tracking.
• Excellent customer service skills, including phone etiquette and email correspondence.
• Firm commitment to excellence and high standards.
• Proven excellence in teambuilding and leadership; ability to enhance team productivity and standards.
• Excellent verbal and written communication skills, including the ability to listen attentively and convey information clearly.
• Strong interpersonal influence; ability to collaborate closely with other departments and leadership.
• Excellent problem-solving, process analysis, and business practice improvement skills.
• Outstanding time-management skills with the ability to manage multiple projects and meet deadlines.
• Good judgment and ability to make timely, sound decisions.
• Detail-oriented and highly organized, with the ability to prioritize duties and responsibilities.
• Self-motivated, resourceful, and adaptable; able to work independently within a team-focused environment.
• Strong personal desire for improvement and the ability to motivate others to grow.

Skills

• Inventory Software
• Microsoft Office (proficient with Microsoft Office 365)
• Payroll Systems
• Project Management Software
• SAP experience preferred

About the Company

The FS-Curtis brand is a symbol of quality and excellence in the design and manufacturing of air compressors. With over 160 years of history, FS-Curtis products have been passed down through generations, proving recognized value to loyal customers. Dedicated to customers and distributors, the brand is synonymous with Legendary Reliability.

CURTIS-TOLEDO® facilities include a 144,000 square foot location in Saint Louis, Missouri, as well as additional sites in Houston, Texas; Florida; Georgia; North Carolina; San Diego; and Los Angeles, California.