Service Manager

Job Summary
Manage field service operations including installation, startup, repair, preventive maintenance and training services in multiple industries. Supervise a team of service personnel, support strategic growth segments, and foster knowledge sharing through internal channels. Perform service at the customer site while promoting customer satisfaction and growth throughout the assigned territory.

Responsibilities:

• Prepare and manage assigned accounts and territory to annual operating plans including revenue projections, operating expenses and capital expenditures. Ensure ongoing performance to plan thru the identification, tracking and reporting of key metrics. Responsible for growth within assigned accounts and territory.
• Identify and pursue targets for equipment upgrade, retrofit, and install opportunities.
• Identify and pursue targets for sample system or sample station maintenance agreement service.
• Identify and pursue targets for parts sales within assigned account and territory
• Develop systems and processes to manage the service cycle, including quoting, scheduling, execution, reporting and invoicing, and customer satisfaction follow up.
• Provide technical training sessions to customers; develop and train field technicians to exceed customer satisfaction while ensuring employee safety.
• Continue to develop and improve training documentation and programs, including PowerPoint presentations, customer manuals, continuing education credits, certificates, and sample conditioning. Create a standardization of technical service training to provide consistent training to Service Techs and customers. Working with HR, ensure all training and certificate logs are maintained for each employee.
• Ensure all service personnel obtain necessary certifications based on local, state and plant requirements for safety and on-site certifications and a log maintained for each employee. Manage compliance requirements throughout the group.
• Determine optimum locations for field technicians to not only ensure customer coverage, but to staff to support growth targets.
• Provide technical leadership and training to the service team in support of customers’ requirements and perform direct on site or telephone support as needed.
• Develop strong corporate and plant level customer partner relationships within territory.
• Serve as the field team lead within assigned accounts on installations, retrofits, upgrades, or maintenance agreement contracts.
• Supervise assigned personnel. Schedule and assign work; oversee employee productivity and quality; maintain time and attendance records; administer company rules, regulations and policies governing employment; prepare semi-annual and annual performance reviews with appropriate documentation throughout the year; address disciplinary issues. Discuss disciplinary actions with HR and provide documentation to HR for personnel files.
• Responsible for employee development. Work with subordinates to create individual performance expectations; provide ongoing feedback regarding progress toward established goals and track progress; provide employee coaching and training; recommend outside training opportunities.
• Other duties and special projects as assigned by supervisor.

Qualifications:

• B.S. Engineering, or technical school with 5 years similar experience.
• Excellent customer service, verbal and written communication skills
• Knowledge and hands-on experience in most of the following areas:
• Analytical instrumentation, such as pH, conductivity and sodium
• Electrical control, piping and pumping systems
• Basic water chemistry
• Industrial service, operation and/or maintenance
• Refrigeration
• Sales of spare parts for customized systems

Skills, Knowledge & Other Requirements:

• Demonstrates A Player Competencies: Aptitude, Alliance, Agility, Accountability, Awareness & Anticipation.
• Positive attitude toward Company, supervision, and fellow employees; demonstrates Ownership Mentality.
• Positive attitude, tact, and diplomacy when dealing with customers (internal/external).
• Excellent communication skills, written and oral, telephone and customer service.
• Strong presentation skills and ability to provide training in group settings.
• Computer proficiency with Microsoft Office, ERP and CRM programs.
• Proven initiative and self-direction.
• Flexibility and willingness to respond to customers (internal/external) expediently; problem solver.
• Highly organized with strong attention to detail; able to establish priorities, handle multiple tasks and meet deadlines.
• Ability to lift/carry up to 50 lbs. on industrial catwalks and stairways.
• Must be willing to submit to random drug screening.
• Ability to travel up to 50% of the time and to obtain a passport if needed.
• Valid driver's license with Motor Vehicle Records review that satisfies company policy.

Job Type: Full-time

Pay: $85,000.00 - $125,000.00 per year

Benefits:

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

Shift:

• 8 hour shift

Work Days:

• Monday to Friday

Work Location: On the road

Salary : $85,000 - $125,000