Service Manager (Service Coordination/Logistics)

Envera Systems is a rapidly growing electronic security company, with advanced AI technology and unique solutions, specializing in Community Security Solutions to include virtual guarding, monitored access control and active video monitoring. Envera Systems currently has branch offices in Sarasota, Coconut Creek and Dunedin. We are dedicated to creating a supportive entrepreneurial work environment for its talented, hard-working, team-oriented employees.

The Manager - Service Coordinator / Logistics position oversees the day to day operations of the Service Dispatch / Coordination Department. This function works directly with Customers, Operations, IT and Sales teams to facilitate the delivery of service, maintenance and repair requests. As the liaison between customers, support and field service technicians, this team is responsible for ensuring customers needs are met, have transparency and an overall positive experience when requiring services.

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  Duties and Responsibilities
  • Lead, mentor, and develop a team of dispatchers, ensuring they are equipped with the necessary skills and knowledge to perform their duties effectively.
  • Oversee the dispatching process, ensuring that technicians are efficiently allocated to customer locations according to priority and urgency.
  • Create and implement departmental policies to standardize processes & procedure
  • Handle escalated customer inquiries and complaints, providing resolutions in a timely and satisfactory manner
  • Develop strong relationships with with other departments to ensure customer needs are being met and solutions are belong delivered on time and inline with expectations
  • Monitor and evaluate service coordinator performance metrics, identifying areas for improvement and implementing strategies to enhance efficiency and productivity.
  • Prepare regular reports on service coordinator operations, including key performance indicators (KPIs), customer satisfaction scores, and service levels.
  • Develop and implement training programs for dispatchers to ensure continuous improvement in service delivery.
• Qualifications
  • Strong leadership and team management skills
  • Excellent communication and interpersonal abilities
  • Strong technical aptitude
  • Demonstrated ability to handle customer complaints and resolve issues effectively.
  • Demonstrated ability to analyze KPI's and implement improvement strategies.
  • Proven experience in working collaboratively with various departments to achieve common goals.
  • Ability to manage multiple priorities and tasks in a fast-paced environment
  • Strong commitment to delivering exceptional customer service.
  • Highly organized, and skilled in prioritization and time management
• Education and Experience
  • Bachelor's Degree or equivalent experience in the service business or a related field preferred
  • 5 years relevant professional experience in service coordination, logistics, or related field
  • 3 to 5 years people management experience
  • Experience managing remote team members that are geographically dispersed
  • Experience in a rapid growth business