Service Manager

The Service Manager is responsible for leading the operation's overall success, ensuring the customer is informed of scheduled appointments, responding to inquiries, and assisting with resolving issues and problems.

The Service Manager will often be a player/coach responsible for assembling and leading a high-performing, customer-focused team. This is a demanding, 'hands-on', position that requires a person with the ability to prioritize and complete a wide variety of leadership and operational-oriented activities. It is a fast-paced, growth-oriented environment.

Familiarity with managing operations in a service-based, industrial maintenance and repair business is important. We need a strong, self-driven, collaborative leader to join the team and help shape our future. We are looking for an operational leader that has high energy and engaging personality, a competitive spirit with an insatiable desire to win, and a collaborative approach to teamwork.

Service Manager Role & Responsibilities

• Responsibly manage all aspects of branch transactions, including AP, Job Cost, Processing Invoices, Overhead Cost, and AR.
• Review invoicing details of completed work before moving forward with the invoicing process.
• Create, send, and collect all customer invoices.
• Support customers by effectively communicating with decision-makers and service technicians in repairing equipment and planning maintenance needs.
• Provide administrative oversight and direction to operations and field members.
• Oversee resource allocation, manpower, and scheduling.
• Open service requests and schedule on-call rotation to respond to emergency breakdowns.
• Arrange sub-contracted services and equipment, including rentals as needed.
• Documents service and installation actions by completing forms, reports, and inspection reports.
• Provide oversight and control of the office organization and workplace environment.
• Database management: maintain accurate records and data regarding inspections & preventative maintenance services.
• Review customer reports for accuracy and completeness
• Participate in the agreement base renewal procedure
• Review new agreements. Verify customer assets, associated service products, and labor requirements to be delivered for each agreement.
• Review agreement profitability and notify management of agreements needing a more thorough review where the scope has changed, or a more in-depth price review Work with the sales and the operations team to meet or exceed customer expectations regarding capability, quality, and performance of all work.
• Work with operations team and technicians to implement and monitor company safety policy and procedures to assure the safety of all workers.
• Bring out the best of all personnel by providing accountability, training, coaching, development, and motivation.
• Other duties as assigned

Service Manager Requirements

• KNOWLEDGE: A minimum of (5) years of technical (mechanical/electrical), construction management, accounting, or related background, or a combination of education and experience that illustrates a proven track record in this field is preferred.
• SKILLS:
• Microsoft Office – Outlook, Excel, and Word
• Excellent interpersonal skills to be able to work with customers, sales, and internal team members.
• Must be able to work in a dynamic environment in which fast response is normal – where the lead time is critical on quotes and delivery.
• Excellent communication skills – verbal and written.
• Strong attention to detail.
• Proven knowledge of mechanical and electrical systems
• Strong knowledge of safety procedures and requirements as well as code requirements.

ABILITY: A passion for providing top-notch customer service to our customers. Valid driver’s license and ability to meet our driving requirements.