Service Manager

Responsibilities

• Lead, Manage, Coach and Mentor the department.
• Create and maintain preventative maintenance schedule.
• Build a scalable department by implementing processes and procedures in adherence to the Easy Ice operating system.
• Coordinate work order schedule with Technicians and customers.
• Ensure technicians are following SOP.
• Perform technician’s yearly performance reviews.
• Maintain inventory and parts used by Field Technicians.
• Manage equipment refurbishment ensuring work is completed to standard.
• Follow up with customers regarding maintenance satisfaction as well as auditing work being done to ensure all standards are being met and maintenance work is carried out effectively, correctly, and thoroughly.
• Ensure all parts are returned and submitted for warranty on schedule.
• Offer exemplary customer service, including maintaining customer relationships and ensuring repeat customers by upselling products and services and taking care of any customer concerns or complaints quickly and professionally.
• Maintain and monitor metrics for Service, PM, and Refurbishment processes.
• Affords assistance with or performs administrative tasks.

Qualifications

• High school diploma or equivalent required.
• Strong customer-facing skills as well as strong phone skills and the ability to project a pleasant tone.
• Team oriented.
• Self-starter.
• Troubleshooting.
• Detailed oriented and high level of accuracy delivered.
• Proficient in Microsoft applications.
• Ability to perform effectively in a fast-paced environment.
• Ability to handle stress and resolve problems quickly.
• Strong organizational and time management skills.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
• Exhibit good decision making, analytical problem solving and excellent organizational abilities.
• Communicate clearly and professionally, both verbally and in writing, and possess excellent interpersonal skills.
• Work primarily in a climate-controlled environment with minimal safety/health hazard potential.
• Sedentary, sitting, walking, occasional lifting (overhead, waist level) from floor, bending.
• Frequent near vision use for reading and computer use.
• Sits for extended periods of time.
• Must have sufficient visual acuity to be able to work, for prolonged periods of time, on a computer monitor.

Benefits

• Company Vehicle & Cell Phone.
• Excellent Medical/Dental/Vision/Group Life.
• 401k Company Match.
• PTO and Holiday Pay.
• Tuition Assistance.
• Fitness Membership Reimbursement.
• Provide all Tools needed to complete the job.