Service Manager

The Service Manager has two main areas of focus, which are to manage and direct employees / resources, and to lead the department by :

1) Leading, planning, and supporting System Project Installs

2) Quoting, supporting and managing Service & Training

The Service Manager is an integral part of our Operations team reporting to the General Manager and has a direct influence on success with our Tier 1 clients. They will lead our team of highly skilled technicians and engineers as they provide support both domestically and internationally.

Responsibilities

• Manage department backlog and resources by : Providing strategic planning for the department.
• Assigning resources to projects.
• Managing WIP (Work in Progress) and backlog.
• Forecasting and scheduling work.
• Hiring, training, and developing technicians and engineers.
• Coaching, mentoring, and completing performance reviews and annual appraisals
• Lead and direct technical personnel through installations, training, service and warranty.
• Utilize exemplary communication skills both written and verbally to : Receive and respond to customer service related inquiries in a prompt and professional manner.
• Provide project status to the customer and PMD teams.
• Communicate detailed reporting for onsite trips.
• Drive technical direction and problem solve.
• Estimate services required for customer requests and service projects by : Providing proposals and costs for customer requests and needs.
• Possessing the ability to translate the receive requests into the actual needs of the client.
• Understanding the internal processes of quoting both parts and projects.
• Travel to the customer site for integration. Direct resources and coordinate employees, vendors and customers to complete tasks and projects.
• Observe safety procedures.

Requirements

Skills and Abilities