Service Manager

Responsibilities

• Lead and manage the service department including staffing, training and performance management of service personnel
• Establish and oversee premium service standards and procedures to ensure consistent and efficient service
• Monitor and evaluate the service team’s performance, provide regular feedback, coaching and recognition to drive individual and team objectives
• Organize and coordinate daily/weekly service route schedule to meet customer needs in balance with service efficiency
• Manage and update invoices, process new orders and track inventory
• Ensure timely completion of work orders and documentation, maintain a high level of attention to detail and quality
• Collaborate with other departments in a positive and productive manner to develop and implement processes to improve customer satisfaction, increase service efficiency and achieve business initiatives
• Handle customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure repeat customers
• Monitor department issues and client complaints to create methods to lessen recurring issues
• Audit work and customer service to ensure the company's high standards, efficiency, and productivity goals are met
• Act as a liaison between service and planning to ensure appropriate inventory is available in a timely fashion
• Other duties as assigned

  Requirements

  • 3+ years of experience in service management or related role, with knowledge of service management principles, processes and best practices
  • Demonstrated success in customer service, such as handling complaints
  • Excellent communication and interpersonal skills, with the ability to build rapport and maintain positive relationships with customers and teammates
  • Exceptional problem solving and decision-making abilities
  • Committed to delivering outstanding customer service and a passion for exceeding customer expectations
  • Experience in implementing service improvements highly recommended
  • Proven mechanical aptitude strongly preferred
  • General understanding of Material Requirement Logic (MRP) strongly recommended
  • Experience with Microsoft Applications, primarily Excel, using filters, formulas and pivot tables is needed
  • Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment
  • Excellent leadership and people management skills

  Physical Demands

  • Frequent use of hands, reaching, stooping, kneeling, crouching, standing, walking, sitting, talking, and hearing
  • Ability to lift and/or move up to 85 lbs