What are the responsibilities and job description for the Service Manager position at Nixon Medical?

Job Summary :

The incumbent is responsible for the management of all assigned routes. The Service Manager (SM) serves as the primary contact for customers ensuring achievement of all revenue, cost containment, quality and customer service standards. Service Manager is also responsible for covering when assigned RSRs are unable to operate their assigned routes.

Essential Functions :

Supervises 3-6 Route Service Representatives, monitoring work performance for compliance with company and department policies, including but not limited to attendance / punctuality, customer service, entering of data into Route Assistant (PDA), etc.
Works with Certified Route Trainer to ensure new and assigned RSR's understand responsibilities.
Serves as the primary management contact for all assigned accounts / routes handling all service issues -facilitate and / or perform new account installs, customer service issues, establish strong business relationships, continually improve customer service and customer loyalty, retain current accounts and address requests to discontinue service.
Ensures Route Service Representatives (RSR's) adhere to standard departmental procedures while performing essential job functions.
Grows business with existing accounts and ensure team revenue objectives are achieved. .
Meets daily with RSRs, , discuss customer concerns, plan for the next service day, facilitate receipt of additional items from the Production department.
Participates in management and communication of RSR progress on key performance indicators (KPI).
Visits customers and establish strong business relationships as per the Customer Visitation Program.
Responds to Customer Service Requests (CSR's) in an immediate and / or timely manner.
Controls cost through economical use of assigned staff, materials and resources.
Maintains current and accurate records for all Customer Service Agreements (CSA) on assigned routes.
Promotes positive relationships and participative approaches with all associates and departments.
Promotes an empowering environment conducive to creativity, growth and personal responsibility.
Covers all assigned routes when RSRs are unavailable.
Lead weekly department meeting meant to improve business performance as assigned.

Required Skills & Abilities :

Knowledge and skill in operating office equipment (such as phone, fax machine, copier, PDA's etc), and computer software such as MS Office including, Word, Excel, Outlook required.

Must have proven skills in managing multiple priorities, strong organizational and decision-making skills and excellent customer relations.

Communication, both verbal and written skills are required.

Able to work independently in a fast-paced and challenging environment.

Physical Requirements :

Associates will be issued and required to wear a standard uniform in accordance with the company's dress code policy.

Protective equipment is available and will be required to be worn as the situation dictates.

While performing the duties of this position, associates will be required to stand, sit and / or walk up and down stairs / steps repeatedly throughout most of the workday.

Frequent use of a computer may be required to generate reports and / or update account information as well as handling written correspondence to the customer.

When on a route, the incumbent is subject to the outside environment with possible exposure to extreme temperatures (heat, cold, humidity, etc) and precipitation, will safely operate a delivery vehicle and adhere to all laws and the rules of the road.

Normal lifting of up to 70 pounds is possible. Mobility is necessary in order to perform the service function.

Manual dexterity needed to operate a personal data assistant (PDA).

The noise level is usually moderate or what could be expected when operating a vehicle on the open road.

Local area travel is required.

Position requires working the necessary amount of hours needed to complete all position-related tasks or assignments on a timely basis.

Required Credentials :

Bachelor's (BA / BS) degree preferred. A combination of education, military experience, or relevant and successful work experience may be acceptable in lieu of a four-year degree. Relevant and successful work experience may be acceptable in lieu of educational requirement.

Minimum one year of route service experience preferred.

Proven experience in management and supervision preferred.

Two years of customer service experience required. Valid driver's license and clean driving record required at all times.

Valid driver's license and clean driving record required at all times.

Disclaimer :

This description does not state or imply that the duties listed above are the only duties to be performed by the Associate. Associates are required to follow job-related instructions and perform other job-related activities requested by their supervisor. All requirements are subject to possible modifications in order to provide a reasonable accommodation to individuals with physical or mental disabilities as defined in the Americans with Disabilities Act. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other Associates.

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