What are the responsibilities and job description for the Service Manager position at Milner Document Products?
Job Title : Service Manager
Branch : 301
Department : Service
Reports to (Title) : Service Manager
Date : 09 / 03 / 2024
Company Overview : Milner, Inc. is a vibrant and innovative company that is committed to providing our clients with the best possible service and support. We believe in investing in our employees, prioritizing diversity and inclusion, and giving back to our communities. If you're looking for a dynamic and exciting career in the business technology solutions industry, we encourage you to consider joining our team.
Job Purpose : As a Service Manager, you'll be the face of our company, embodying our commitment to provide exceptional customer service while managing a specific region. You'll handle product escalations, deliver technical support, and assist field technicians with product-related challenges. In addition, you'll offer valuable aid to our warehouse setup crew.
Core Responsibilities : Success in this role hinges on your ability to perform each job responsibility satisfactorily. These duties reflect the essential knowledge, skills, and abilities required to undertake all responsibilities. Please note that the frequency of tasks, their percentage of total work time, and work duration might vary based on department, field assignments, and territorial jurisdiction.
Primary Duties and Responsibilities (75%) :
- Manage and streamline field operations to ensure a high-quality customer experience.
- Monitor and strive for continual enhancement of financial and productivity metrics.
- Detect, troubleshoot, and enhance contracts yielding low profits.
- Supervise team schedules and ensure adherence to state and local rules.
- Attend customer meetings to discuss service performance or sales opportunities.
- Address disciplinary concerns and facilitate the company's performance improvement process.
- Carry out field inspections, including verifying Total Call Process, firmware, and calibration.
- Organize and participate in technician field development programs.
- Schedule training sessions for new and older models and assist with in-house technician training.
- Collaborate with the dispatch team on call scheduling, assist with service call triage, remote remediation, and manage escalated hardware / network-related service calls.
- Mentor new technicians and provide necessary support.
- Facilitate team meetings, gather and distribute technical information.
- Oversee technician supplies and offer necessary cleaning materials and PPE.
- Identify improvement areas and coordinate with service leadership for planning and execution.
- Cultivate professional relationships with both internal and external customers.
- Offer sales support by notifying sales team about problems or sales leads.
- Uphold professional demeanor.
- Assist the Inventory Manager in entering part / supply information for new models while managing supplies for older products. Manage Car Stock and conduct regular physical inventory.
- Actively seek ways to minimize parts cost and manage the parts budget.
- Perform other duties as designated by management.
Training (15%) :
Administrative Duties (10%) :
EDUCATION REQUIREMENTS
Additional Qualifications Required :
WORK ENVIRONMENT
SPECIAL REQUIREMENTS
BUDGET RESPONSIBILITIES
