Service Manager

About the role

As Service Manager, you will oversee and manage the daily operations of your department, ensuring services are delivered efficiently, meet quality standards, and satisfy customer needs. You will lead a team of employees, ensure exceptional customer service, meet budget goals, and drive operational excellence at the department level.

Responsibilities

• Hire, train, and supervise department staff.
• Provide guidance, coaching, and support to team members.
• Set performance targets and conduct regular performance evaluations.
• Monitor project progress and address any issues or delays.
• Monitor financial performance and manage the department's budget.
• Monitor expenses, labor hours, and revenue, making adjustments as needed.
• Identify opportunities for cost savings or revenue growth.
• Ensure excellent customer service and satisfaction.
• Handle customer inquiries, complaints, and escalations as needed.
• Adhere to the company's customer service standards and protocols.
• Identify areas for process improvement and develop solutions to increase efficiency and customer satisfaction.
• Stay updated on industry trends, technologies, and best practices.
• Collaborate with other departments to ensure compliance with relevant laws, regulations, and safety standards.
• Follow and maintain company safety protocols.
• Manage callbacks by determining triggers and corrective actions to reduce future callbacks.
• Analyze market trends and competitor activities to identify business opportunities.
• Utilize data analytics to monitor key performance indicators (KPIs) and track progress.
• Identify and analyze cost drivers and trends impacting department profitability.
• Provide reports on department performance for upper management.
• Attend and host team meetings weekly, monthly, and quarterly.
• Collaborate with sales and customer service teams to understand project requirements.
• Create detailed installation plans, including timelines, resource allocation, and budget estimates.
• Ensure all necessary equipment, materials, and resources are available for each project.

Requirements

• Bachelor's Degree or equivalent years of experience in the trade industry.
• 7–10 years of experience in the trade industry.
• Strong knowledge of systems, local codes, and best practices.
• Proficiency in project management methodologies, including planning, budgeting, and resource allocation.
• Excellent leadership, communication, and negotiation skills.
• Problem-solving and decision-making abilities.
• Familiarity with safety standards and regulations.