Service Manager

Description:

The Service Manager is responsible for overseeing the operations of the Service Department 24/7/365. This includes but is not limited to- interacting with account managers and customers, managing technicians and job sites, overseeing invoicing and collections, and ensuring safe and efficient operations in the field to maintain a zero defect or incident standard. Strong inter-personal, leadership, and customer service skills are required along with the ability to think “outside the box.”

Requirements:

Hire- Evaluate and hire individuals for both technician and service-related office positions. the service manager must be able to determine technical and customer service skillsets as well as an individual’s ability to fit into a team environment.

Train- Manage technician training programs, perform new-hire orientation, assure product skill-set capabilities across the Field team for proficiency and adequate coverage.

Supervise- Must be able to conduct employee evaluations in a fair and objective manner, administer disciplinary actions, and ensure ethical conduct from all direct reports. ensure invoicing is being performed in a timely and accurate manner and field work is being performed to company QA standards of quality and safety. Establish and monitor KPI and performance standards for all direct reports.

Budget- Responsible for expense recovery, billing rates, capital expenses for tools and equipment, and the overall fiscal efficiency of the service department.

Report- Furnish data for, and participate in monthly P&L meetings, open and closed job reports, billable labor percentages, etc.

Lead- Must be able to lead by example and set the standard to which all direct reports will conduct themselves.

Communicate- Interact with the sales department and customers to promote and generate future business, resolve customer conflicts or issues, assist with collections, ensure technicians are furnished