Service Manager

Division: Operations

Position: Service Manager

Reports To: Branch Manager

Employee Type: Full-time, Non-Exempt

Pay Range: $30.00 - $35.00 per hour

Job Summary

To manage all logistical aspects of service jobs, repairs, and inspections for the appropriate service department location of Ace Industries, Inc. The service manager fields all service calls, provides customer service when needed, allocates technicians and resources, quotes and orders, job materials and labor, confirms job completion and billing, and follows up with customers and technicians. Office duties also include HR documentation and fleet service support. Other duties may be included.

Essential Duties

• Support customers by effectively interfacing with customer and technicians in repairing equipment and planning maintenance as needed.
• Evaluate and make recommendations regarding required repairs or inspections.
• Maintains rapports with customers by examining complaints; identifying solutions;suggesting improved methods and techniques; recommending system improvements.
• Documents service and installation actions by completing forms, reports and inspectionreports.
• Builds and maintains customer confidence by maintaining good response time,informing customer of problems, and completing the job in a timely and efficientmanner.
• Confirm job completion and perform billing and invoicing.
• Perform HR documentation and fleet service support for vehicles.

Competencies

• Ability to work under pressure and deadlines.
• Ability to work independently.
• Ability to analyze information.
• Ability to maintain good client relationships.
• Excellent reporting skills.
• Excellent computer skills.
• Excellent communication skills.
• Ability to work at heights.
• Ability to carry and work on ladders.
• Willingness to travel.
• Safety oriented.
• Maintain confidentiality.
• Quality focused.
• Results driven.
• Good driving record.
• Willingness to be part of the ACE TEAM.

Supervisory Responsibility

This position manages area service technicians and is responsible for the performance and management of the employees within that department.

Work Environment and Equipment Used

This job operates in a professional office or field environment. Equipment used includes hand tools, power tools, lift equipment, survey equipment, ear plugs, steel-toed shoes, gloves; safety glasses, lanyard and body harness.

• 85% Indoor 15% Outdoor. Noise Occasional to Continuous

Physical Demands

Occasional=1-33% Frequent=34-66% Continuous=67-100%

(According to the Dictionary of Occupational Titles)

Non-material handling:

• Bending: Frequent. Various bending and low-level positions are performed while working.
• Squatting: Frequent. Various positions required.
• Kneeling: Frequent. Various positions required.
• Balance: Continuous.
• Overhead reach: Frequent. Performed while working on equipment.
• Ladder: Frequent. Used when working on equipment.
• Personnel Lifting Equipment: Frequent. Used when working on equipment.
• Hand controls: Occasional. Hand controls are used for testing and operating machinery.
• Tools used: Frequent. Tools commonly used include screwdrivers, pliers, wrenches,welders, and cordless drills.
• Sitting; Frequent. Sitting while driving to worksites.
• Standing/Walking: Frequent.
• Fine motor coordination/manual dexterity: Frequent.
• Rotation: Frequent.

Material handling:

• Floor to waist: Occasional. Lifting may be performed at all levels from floor to overhead, up to 100 pounds.
• Pushing/pulling: Occasional.
• Physical demand is moderate (according to the dictionary of occupational titles).

Position Type/Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday, 8 a.m. to 5 p.m. This position regularly requires long hours and weekend work.

Travel

Travel is primarily local during the business day, although some out-of-area and overnight travel may be expected.

Benefits

Standard benefits, including 401(k), PTO, health, dental, vision, life & disability insurance.