What are the responsibilities and job description for the Service Manager | $65K-$90K + Benefits | Industry Leading Integrated Solutions Provider position at PhillyTech.Co?
Company Description
This is an onsite role that requires daily office visits.
Our client is an industry-leading, award-winning integrated technology solutions provider for builders and building owners. They’ve been in business for 10 years and are a one-stop shop for all connected building needs including low voltage cabling and infrastructure, network build-out, and all IP endpoints including access control, IP cameras, Wi-Fi, and A/V. Their CEO has been featured on Fortune Magazine acknowledging their service quality for its reliability and efficiency and have won the Thought Leadership Award in 2024.
Benefits:
- Dental, health, and vision insurance
- PTO
- Retirement plan
- Quarterly performance-based bonus structure
Job Description
The Service manager is responsible for planning and coordinating the resolution of incoming client tickets and requests. They act as a point of contact for clients, service providers, and internal teams to ensure everyone is working towards a common goal. Your main tasks are resolving client issues and maintaining strong relationships with clients while ensuring that internal processes run efficiently. You will be hands on in this role directly managing service quality while managing ~3 people in a leadership capacity.
Other Tasks include:
- Work with the field service manager to ensure that technicians close out all support tickets daily (or notify the client of the next steps).
- Communicate with the client daily to provide updates and address their needs.
- Coordinate preventive maintenance visits for maintenance plan clients.
- Subject matter expert on all systems that we install and support.
- Implement tactics to improve service levels.
- Ensures that all tickets are billed daily.
- Ensures that service technicians are prepared for dispatch with appropriate client site information, passwords, and any hardware needed.
- Ensures that service technicians are trained on all systems.
- Escalation contact for service technicians.
- Maintain accurate records and document interactions with customers.
- Supervise, mentor, and motivate service team members.
Qualifications
- 2-5 years of hands on experience coordinating service dispatches, 3rd party technology installations & integrations for access control systems, VOIP systems, CCTV cameras, and network equipment (routers, switches, etc.), or similar.
- Proven hands-on experience leading and managing a services department.
- IT background with a strong understanding of access control systems, VOIP systems, CCTV cameras, and network equipment (routers, switches, etc.), or similar.
- Strong leadership experience, with the ability to mentor and guide teams.
- Service Delivery: experience coordinating and scheduling services with clients and service providers, and track service delivery.
- Customer service: experience responding to customer inquiries, resolving complaints, and developing strategies to improve customer relationships.
- Service evaluation: ability to evaluate client's needs and recommend services, and create reports on service levels and requirements.
- Sales: ability to upsell our services to clients when they see an issue, and to make educated recommendations based on the client’s needs.
- Ability to communicate effectively in both business and technical contexts, through verbal and written mediums.
- High level of professionalism including confidentiality, courtesy, fairness, personal integrity, and respect for others.
Additional Information
About SaaS Talent
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