The Service Manager will lead field technicians and operations professionals to efficiently execute planned maintenance, repair, overhaul, and installation projects in an effort to exceed the expectations of our customers and meet revenue and margin targets.
Requirements
- Responsible for ensuring Service & Optimization guidelines & best practices are followed.
- Proactively identifying actions, performing offline tasks assigned in DMBs, and escalating any blockers to ensure consistent improvement in KPI performance and field operations in general.
- Ensure environmental, health and safety compliance within service team. Provide training to all employees to ensure a safe and productive work environment both in the shop and at customer sites.
- Review work orders, invoices, and time reports for accuracy and to ensure efficient management of accounts receivable.
- Resolve warranty issues, product recall notices, operational problems with products, premature failures, and other issues as they apply to products and equipment sold and serviced by the company.
- Communicate regularly within the team to ensure that personnel are being scheduled and dispatched properly by skill level, efficiency, and training requirements.
- Recruit, interview, hire and train technicians as required to meet workload demands, and company or customer expectations and requirements.
- Meet with customers in the service territory to ensure satisfaction and retention as well as prospects for additional service opportunities.
- Supervise and direct field technicians to effectively perform the functions of equipment repair, maintenance, start-up, operation, and other duties as required to ensure customer satisfaction.
- Forecast, monitor, and document financial performance against plan.
- Coordinates, prioritizes and resolves issues encountered by a more experienced team.
- Manages more experienced team according to established programs and objectives.
- Contacts customer, collects feedback, and establishes and maintains good relationship with customers.
- Responds to key customer complaints and carries out customer satisfaction investigations to ensure establishment of appropriate improvement plans.
Benefits
- Health Care Benefits: Medical, Dental, Vision; Wellness incentives
- Retirement Benefits
- Time off and Leave: Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty leave; military leave; purchased vacation
- Disability: Short-term and long-term disability
- Life Insurance and Accidental Death and Dismemberment
- Tax-Advantaged Accounts: Health Savings Account; Health Care Spending Account; Dependent Care Spending Account
- Tuition Assistance
