What are the responsibilities and job description for the Service Manager position at ZIO?
ZIO is currently seeking an enthusiastic leader to oversee our service and support department. This role touches all our clients and departments and is critical to our clients and to the organization.
- Are you willing to be held accountable for the performance of not only yourself but your team?
- Do you understand that focusing on the client means that you will constantly have to shift your priorities and accommodate the client’s needs?
- Do you have an unquenchable thirst for knowledge and self-betterment?
- Do you have the ability to think outside of the box to solve problems?
If you answered Yes to these questions and you are looking for opportunities to join a growing company, ZIO is what you are looking for.
Sophisticated Technology – Simplified! This describes ZIO and the building technologies we deliver. To accomplish this, we all work as a team, and everyone is dedicated to quality of the highest level. Every project must be better than the one before and “Good Enough” doesn’t exist. We haven’t won all our awards by allowing mediocrity. However, ZIO recognizes that with this intensity there must also be a balance. We ask that everyone focus on a healthy Life-Work balance; that is, they should put their life before their work.
We’re looking for a detailed-oriented service manager to manage our support department and oversee customer service interactions, invoicing, and scheduling. The service manager’s responsibilities include the highest level of client service, developing lasting relationships, and managing the support team members. The service manager maintains a strong work knowledge of all industry practices as well as the company’s products and services.
Work Activities and Duties
The various functions include but are not limited to the following activities:
- Delegating and directing service task, monitoring the progress of current support calls.
- Handling client complaints and concerns quickly and professionally to maintain strong relationships and ensure repeat business.
- Managing and approving tickets, invoices and department POs for quality and accuracy.
- Understand, follow, and improve the support process and the company’s software which includes ticket management and all related support activities in conjunction with other departments.
- Overseeing the activities of all team members in the support department and evaluating the departments efficiency and areas for improvement.
- Resolving support problems and improving service methods to increase the support productivity and client service.
- Monitoring department issues and client complaints to create methods to lessen recurring issues.
- Train new and current team members on support procedures and best practices.
Competencies and Qualifications
The Service Manager should possess the following knowledge, skills, abilities, and characteristics to be successful in this job:
- Minimum of 2-years professional experience in technology systems integration (AV, Security, Fire Alarm, Lighting) or similar field such as Information Technology or Construction with proven experience in management numerous of simultaneous projects, tickets or other similar activities.
- Previous service management experience required.
- High level of computer and business systems proficiency using PSA or ERP style software to manage business operations.
- Ability to maintain a calm demeanor, stay organized and always be in control, especially during times of high stress or rapid change.
- Leadership attributes with the abilities to lead, motivate, and develop a team are preferred.
- Excellent communication skills, both written and verbal.
ZIO believes that the key to keeping great talent is treating them well. We realize it isn’t all about the money. Some of the benefits we offer:
- Paid Training & Semi-annual career coaching and development
- Retirement Matching
- Health & Dental Insurance
- Paid Holidays & Time Off
- Company events such as go-kart racing, bowling, beer tasting on a quarterly basis
- Profit sharing
If you believe your work is a personal reflection of yourself, strive for success in everything you do, and you have a passion for constant learning then you should apply now. ZIO is going places and we need great people like you to get there.
