What are the responsibilities and job description for the Service Manager | $85K-$100K + Benefits | Industry Leading Integrated Solutions Provider position at PhillyTech.Co?
Company Description
You must be within commuting distance of Philadelphia for this in-office role.
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. They 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 they have won the Thought Leadership Award in 2024.
Benefits:
- Dental, health, and vision insurance
- PTO
- Retirement plan
- Quarterly performance-based bonus structure
Job Description
We are seeking a dynamic and customer-focused Service Manager to join our team. You will design and run a custom service experience department overseeing daily operations such as team coordination, client management, issue resolution, and service process improvement.
You will be responsible for building strong relationships with clients, ensuring customer satisfaction, and driving long-term value from our solutions. You will act as the main point of contact for our clients, helping them maximize their investment in our services while identifying opportunities for growth and improvement.
Key Responsibilities:
- Design and run a customer service experience department.
- Your primary goal will be to Diagnose -> Design -> Run, and upsell if possible.
- Oversee all service calls, preventive maintenance visits, and emergency responses.
- Ensure timely and high-quality resolution of service issues across systems like CCTV, access control, intercom, AV, and structured cabling.
- Act as the primary point of contact for customer inquiries, escalations, and account management.
- Develop and maintain strong relationships with clients, ensuring a high level of satisfaction.
- Serve as a trusted advisor to clients, understanding their business needs and aligning our solutions accordingly.
- Manage and work closely with internal teams to ensure seamless service delivery, including sales, technical support, and product development.
- Drive customer adoption, engagement, and retention by proactively addressing concerns and identifying opportunities for value addition.
- Conduct regular check-ins, performance reviews, and business strategy discussions with clients.
- Identify upsell and cross-sell opportunities, contributing to business growth.
- Monitor customer health metrics and implement strategies to improve customer experience.
Qualifications
- 5-9 years of experience in service management, customer success, account management, or a similar role.
- Proven experience running and designing a customer experience department.
- Must have experience in troubleshooting low voltage systems, LAN-WAN, VPN, IP Systems like VOIP, and other network-related issues.
- Strong ability to understand technical solutions, especially in low-voltage systems, and communicate them effectively to clients.
- Strong communication skills, both verbal and written with the ability to draft organized and concise emails.
- Proficient with CRMs, service management software, ticketing systems, and Microsoft Office tools.
- Ability to troubleshoot and provide hands-on support as needed.
- Experience in Up-selling and cross-selling solutions to the clients.
- Excellent problem-solving, communication, and interpersonal skills.
- High level of professionalism including confidentiality, courtesy, fairness, personal integrity, and respect for others.
- Entrepreneurial self-starter who can thrive in a fast-paced, dynamic startup-like environment.
Additional Information
About SaaS Talent
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