What are the responsibilities and job description for the Service Manager position at KEMCO Facilities Services?
About Us:
Kemco has taken pride in our family values and exceptional service in the Restaurant and Retail sectors that started back in 1989 out of Montgomery, Alabama. We offer coverage from New Orleans to Southern Virginia; we are looking for dedicated professionals to join our team! Our family owned and operated business provides exceptional quality in commercial/industrial HVAC, refrigeration, kitchen equipment repairs, installation, and maintenance.
Benefits:
- Competitive salary
- Company Vehicle and Cell Phone
- Health, dental, and vision insurance
- Retirement plan with company match
- Paid time off and holidays
- Ongoing training and professional development opportunities
We are seeking a skilled and motivated Service Manager for our Statesboro, Georgia Branch Location. The Service Manager is responsible for overseeing daily operations of the service department, ensuring efficient scheduling, customer satisfaction, and team performance. This role involves managing technicians, coordinating service calls, handling customer concerns, and driving department growth through excellent service delivery
Key Responsibilities:
- Oversee the daily operations of the service department, ensuing timely and effective service
- Schedule and dispatch service technicians for repairs and maintenance calls
- Monitor and improve service response times and job completion rates
- Maintain service records, invoices, and work orders using the company’s system
- Ensure compliance with industry standards, safety regulations, and company policies
- Manage and support a team of service technicians, providing training and mentorship
- Conduct performance evaluations and implement improvement plans as needed
- Foster a positive and productive work environment
- Recruit, onboard, and train new technicians as required
- Act as the primary point of contact with customers regarding service issues and escalations
- Ensure high levels of customer satisfaction through proactive communication and problem-solving
- Address and resolve customer complaints promptly and professionally
- Develop and maintain strong relationships with clients to encourage repeat business
- Monitor service department expenses and manage budgets effectively
- Identify opportunities to increase service revenue through upselling maintenance contracts or additional services
- Work closely with the sales team to support customer needs and promote service agreements.
- Analyze service data and implement strategies for continuous improvement.
- Education: High school diploma or GED required. Technical or vocational training in appliance repair, HVAC, or a related field is preferred
- Experience: Minimum 5 years in service management, preferably in commercial kitchen equipment repair, HVAC, or related industries
- Technical Knowledge: Strong understanding of commercial kitchen equipment maintenance and repair
- Leadership Skills: Proven ability to manage and motivate a team of technicians
- Customer Service: Excellent communication and problem-solving skills
- Organizational Skills: Ability to handle multiple tasks, prioritize, and meet deadlines
- Technology: Proficiency in service management software, scheduling tools, and Microsoft Office Suite
- Certifications (Preferred): CFESA certification or equivalent industry credentials
- Driving License: Valid driver’s license with a clean driving record as outlined with our company policy
- Background Screening: Must be able to pass a satisfactory background screening
- Comfortable working in various environments, including confined spaces and heights
- Ability to lift and carry up to 50 to 75 pounds; frequently lift and or move up to 100 pounds with assistance and heavy lift equipment
- Ability to stand, walk, and bend for extended periods and climb up and down ladders
- Extensive daily travel to work site locations
KEMCO is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
