Service Manager

Description

Come join the Benedict Sales & Service work family! We are currently seeking that perfect fit for our Service Manager position at our Eau Claire branch located in Altoona, WI. The Service Manager is responsible for directing the day-to-day activities of service department field staff, ensuring the department is performing efficiently and effectively to meet customer expectations. This position routinely works directly with technicians, dispatch personnel, customers, members of the sales team, office support personnel, other managers, and owners to ensure customer satisfaction while meeting department goals and objectives. Ideal candidates possess the proven ability to cultivate strong professional relationships to build a winning team! Industry-related technical knowledge is not required but definitely a plus in this role, technical aptitude with the ability and desire to learn the technical aspects of the industry is required. 

Position Summary

Position: Service Manager

Department: Service 

Reports To: Service Director 

FLSA Status: Exempt   

Direct Reports: Yes

Essential Functions/Responsibilities

• Executes tactical daily operations through management of direct reports and professional communication with customers, technicians, sales staff, and other internal and external customers. 
• Directs and provides technical support for technicians as required to meet workload demands, and company or customer expectations and requirements. 
•  Recruits, interviews, hires, and trains technicians as required to meet workload demands, and company or customer expectations and requirements. 
•  Responsible for technicians’ on-time constructive performance appraisals, reviews, and for setting improvement goals per company requirements. 
•  Collaborates with appropriate personnel to handle technician discipline and termination procedures according to company policy; responsible for ensuring all company policies are followed by technicians. 
• Supervises and directs technicians to effectively perform the functions of equipment repair, installation, service, start-up, operation, and other duties as required to ensure customer satisfaction. 
• Reviews technicians’ work to ensure quality meets established standards, techniques, and safety requirements; makes recommendations and requirements to improve quality and productivity. 
• Works in collaboration with the appropriate company personnel to establish and maintain a regular training program that ensures technicians are trained on the latest techniques and safety procedures for equipment and general working conditions. 
• Conducts group and one-on-one meetings with technicians as required for training evaluation, and general communication; participates and/or conducts regularly scheduled department safety/information meetings. 
• Communicates daily with dispatch reporting on project information, estimated time to complete jobs, labor hours and parts or material used and to ensure technicians are scheduled properly by skill level, efficiency, and training requirements. 
• Seeks out and participates in industry-related opportunities for continuous development and on-going education; stays current on industry trends. 
• Reviews work orders, invoices, and time reports to ensure accuracy and address discrepancies. 
• Maintains, develops, and grows key service relationships and vendor rapport through on-going, pro-active communication. 
• Effectively communicates key business updates and changes to service department staff. 
• Collaborates with appropriate personnel to promote adequate, safe work environments; follows all applicable regulatory safety laws and guidelines. 
• Demonstrates effective communication, assertiveness, versatility, and follow-through in responding to customer needs. 
• Sets and achieves individual goals and supports department goals by contributing to a team environment. 
• Demonstrates professional communication, projects a positive company image, and provides timely and accurate information in all assigned duties.

Marginal Functions/Responsibilities

•  Provides support in the quoting and sales processes as needed.
•  Provides backup support to service support office personnel as needed.
•  Other duties as assigned by authorized personnel.