Service Manager

Duties & Responsibilities

• Manage adherence to company safety program and promotes safety culture.
• Develop and maintain solid customer relationships.
• Resolve issues with service delivery and invoicing.
• Define job expectations (time, work to be completed) and perform pre-job review with technicians.
• Perform weekly GPS Audits.
• Assist in collections on outstanding sales as needed.
• Ensure Service team is delivering high level customer service (VOC).
• Ensure proper staffing levels of service department administration and technicians to meet customer demand.
• Inventory and maintain company equipment including trucks, trailers, lifts, PPE and tools.
• Perform job performance auditing.
• Responsible for Escalation and a point for Urgent Service and after-hours dispatch.
• Work with Service and Inspection Coordinators to optimize scheduling and utilization.
• Review documentation (time entries, service reports) produced by technicians to ensure completeness and accuracy.
• Audit time entries and approves payroll.
• Process and approve Technician time in InspectAll and Paylocity payroll applications.
• Support customers and Sales department in quoting.
• Provide 24/7 on-call Technician and Customer support.
• Forecasting and reporting of monthly sales and KPI performance.
• Ensure Invoicing is done on time and within margin expectations.
• Ensure orders enter/exit order book in timely fashion.
• Manage warranty claims.
• Manage key account orders.
• Provide and coordinate resources for large projects.

Requirements

• Education & Qualifications: Bachelor's degree in business administration, communications, or experience in a related field preferred. 2-5 years of work experience in an administrative/office management role.
• Skills & Abilities: Strong written and verbal communication skills to produce reports, assign tasks, accept instructions. Flexibility to help them adjust to new tasks should company or office needs change. Strong interpersonal skills to interact positively with all employees. Leadership ability to manage challenges and oversee employees. Strong organizational and time management skills, and ability to prioritize. Must be a self-starter and driven. Excellent communication and interpersonal skills. Strong problem-solving skills and analytical abilities. Must be proficient with Microsoft Office suite. Attention to detail to ensure tasks are completed thoroughly and correctly.