The KPI Service Manager at Client plays a crucial role in supporting the Service Manager and ensuring the smooth operation of the service department. The following outlines the roles and responsibilities of the Assistant Service Manager:

Oversight of Callbacks:

● Track and review callbacks to understand performance metrics and identify areas of improvement.-Daily

● Analyze callback trends and implement strategies to minimize recurrence.-Ongoing

Monitoring Tech PVRS (Performance Verification Reporting System) and Quotes:

● Regularly review and assess technician performance metrics through the PVRS.-Daily

● Monitor and review quotes provided by technicians to ensure accuracy and consistency.-Daily

1% Bonus Review:

● Assist in the review and evaluation process for the 1% bonus program.-As Needed

● Ensure that eligible technicians meet the required criteria for the bonus.-Monthly

Perform Care Tech Meetings:

● Conduct regular meetings with technicians to discuss performance, address concerns, and provide feedback. Monthly

● Use these meetings as an opportunity to set individual technician goals and track progress.-Monthly

Training:

● Coordinate and facilitate weekly tech meetings for knowledge sharing and skill enhancement.- Weekly

● Ensure technicians follow the company's vision and code of values.- Continually

● Provide training on soft skills, sales techniques, and VIP customer service.-Scheduled Regularly throughout the year

● Organize safety training sessions and home protection training for technicians.-Annually

Programs/Infrastructure:

● Develop and implement Key Performance Indicators (KPIs) to evaluate technician performance and departmental success.-Annually

● Create written tech training procedures/programs to standardize processes and improve efficiency.-Ongoing

● Establish and update policies and procedures for the service department.-On Going

● Develop and implement incentive-based programs to motivate and reward technicians.-Scheduled regularly throughout the year

Technical Support/Office Support:

● Assist the service manager in providing technical support to technicians.- As Needed

● Respond to technician requests by providing necessary technical data.-As Needed

● Ensure technicians have the required technical data before entering the customer's home if needed.- As Needed

● Pre-screen calls and perform triage to efficiently allocate resources.-Daily

Parts:

● Assist in evaluating inventory levels and identifying necessary replenishments.-Annually

● Pre-order parts for warranty repairs to streamline the repair process.As Needed

● Act as a liaison between technicians and the Parts Department.-As Needed

● Monitor Shift-F7 "Tech reported-Not Done" to track incomplete repairs and take appropriate actions.-Daily

Leadership/Management:

● Contribute to the development of long-term goals and strategies for the service department.-Annually

● Collaborate with the service management team in setting and achieving short-term goals.-Quartly

● Participate in management meetings to provide insights and updates on service operations.-Weekly

● Foster a collaborative and aligned relationship within the service management team through "Same Page" meetings.-Ongoing

By fulfilling these roles and responsibilities, the Assistant Service Manager at Client plays a vital role in optimizing the service department's performance, ensuring customer satisfaction, and achieving business goals.

Job Type: Full-time

Pay: $89,011.00 - $110,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Application Question(s):

• Candidate Email:-

Experience:

• Quality service manager: 4 years (Required)
• Repair and Maintenance: 4 years (Required)
• Home appliances: 4 years (Required)

Work Location: In person