Job Description

Position Overview

As Service Manager you will be responsible for overseeing and managing the daily operations of the service department. Ensuring that services are delivered efficiently, meet quality standards, and satisfy customer needs. You will lead a team of employees, ensure exceptional customer service, meet budget goals and drive operational excellence at the department level.

Essential Job Functions

All essential job functions are to adhere to our client’s standards.

Team Leadership:

• Hire, train, and supervise department staff.
• Provide guidance, coaching, and support to team members.
• Set performance targets and conduct regular performance evaluations.
• Monitor project progress and address any issues or delays.

Budget Management:

• Monitor financial performance and manage the department's budget accordingly.
• Monitor expenses, labor hours and revenue, making adjustments as needed.
• Identify opportunities for cost savings or revenue growth.

Customer Service:

• Ensure excellent customer service and satisfaction.
• Handle customer inquiries, complaints, and escalations as needed.
• Adhere to our client’s customer service standards and protocols.

Continuous Improvement & Compliance:

• Identify areas for process improvement, develop solutions, and work with upper management to implement changes to increase efficiency and customer satisfaction.
• Stay updated on industry trends, technologies, and best practices.
• Collaborating with other departments.
• Ensure that all service activities comply with relevant laws, regulations, and safety standards.
• Follow and maintain our clients safety protocols.
• Managing callbacks by determining the events or conditions that trigger callbacks, whether it's a user action, system event, or specific data condition, and identify the corrective actions to reduce future call backs.

Reporting and Documentation:

• Maintain records of service activities, including work orders, customer interactions, and maintenance schedules.
• Provide reports on department performance for upper management as requested/needed.
• Remain involved with our client as a whole by attend and hosting team meetings weekly, monthly, and quarterly.

Project Planning:

• Collaborate with sales and customer service and/or coordinator teams to understand project requirements.
• Create detailed installation plans, including timelines, resource allocation, and budget estimates.
• Ensure all necessary equipment, materials, and resources are available for each project.

Other Job Duties:

• Perform any other duties as required or assigned by direct supervisor or upper management.

Required Skills and Experience

• Associates or Bachelor’s Degree or equivalent years of experience in the trade industry
• 5+ years of experience in the trade industry
• Strong knowledge of systems, local codes, and best practices.
• Proficiency in project management methodologies, including planning, budgeting, and resource allocation.
• Excellent leadership, communication, and negotiation skills.
• Problem-solving and decision-making abilities.
• Familiarity with safety standards and regulations.

Working Conditions

Environment

• Primarily work in the field monitoring job progress, with occasional office work.
• The noise level in the work environment is usually moderate.
• Evening and/or early morning, and/or weekend and holiday hours periodically.

Physical Abilities

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time, including long periods of sitting, keyboard entry, use of office equipment, use of computer monitor
• Ability to speak concisely and effectively communicate
• Be able to communicate using a computer and phone/smart device
• Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust
• May require physical effort and cardiac endurance while reaching with hands and arms, stooping, kneeling, crouching, standing, walking, balancing, bending, leaning, kneeling, walking, and climbing
• Carrying supplies, up to 75 lbs.

Our client acknowledges that equal opportunity for all persons is a fundamental human

value. Each employee and applicant will be considered on the basis of individual ability and merit, without regard to race, color, religion, age, sex, sexual orientation, gender identity, gender expression, pregnancy, national origin, marital status, physical disability, mental disability, medical condition, genetic information, protected military or veteran status, or any other characteristics.

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