Service Manager

Overview

Job Summary: Service Manager (SM) will manage work orders for various scopes in the Repair and Maintenance department. SM is responsible for managing the work order from inception through invoicing while meeting/exceeding customer and department goals. Managing the work order includes customer communication and contributing to team efforts.

This role does not have supervisory functions of others.

Our Exceptional Benefits Plan includes:

• Supportive & Friendly Culture
• Manage national accounts for Fortune 500 companies
• Medical, Dental, Vision coverage options
• Flexible Spending & Health Savings Account
• Company paid Life Insurance
• 401k with Employer Contribution
• Company paid Short/Long Term Disability
• Generous Paid Time Off program Holidays
• Career Growth Opportunities and Career Mapping
• Additional perks including Pet Insurance, Employee Assistance Program, Educational Assistance Program, Identity Theft Protection, Critical Illness Plans, Commuter Benefits and various employee discount offerings from our Vendors 
• Per diems available when traveling

Stratus is one of the nation’s largest brand implementation companies. We are made up of 1,100 employees nationwide who roll up their sleeves, dive into the details and bring our clients’ brands to life! We deliver versatile solutions for some of the nation’s largest and most recognized brands. From exterior signage & interior branding to site refresh & remodel, from energy & lighting to repair & maintenance solutions, we deliver ideal solutions to meet all our client's branding needs.

Responsibilities

• Work independently to manage and prioritize work orders
• Adhere to quantifiable performance goals including profitability, and SLA metrics.
• Understand each customer’s requirements, scope of work, processes, and procedures to ensure service is exceeding customers’ expectations
• Responsible for proactive customer communication, KPI’s, profitability and client satisfaction.
• Maintain strong relationships and effectively communicate with customers, field partners, self-performing technicians, and internal department throughout the duration of the work order.
• Utilize technology and systems to monitor and manage the life cycle of a work order.
• Manage client required third-party systems to communicate with clients.
• Work with internal support departments (Estimating, Supply Chain, Graphics, Field Partner Management) necessary to manage work order progression.
• Responsible for reviewing and validating estimating/graphic/sourcing requests.
• Required to adhere to department policies and procedures.
• Accountability for personal performance and continuous training with Performance Development Manager as necessary.
• Review Field Partner findings and apply critical thinking to resolve customer issues.
• Participate in internal/external meetings related to customer account, performance/analytics.
• Any other assignments/projects/tasks assigned by Account Manager

Qualifications

Skills:

• Strong focus on productivity, a positive attitude and teamwork.
• Time management
• Display working knowledge of industry standards and practices
• Proficient in typing and Microsoft Office products
• Ability to prioritize work orders based on urgency and customer expectations
• Ability to handle a fast-paced environment
• Decisiveness and confidence
• Highly driven and self-motivated
• Ability to work independently and use independent judgement
• Mature, polished, and professional communication skills
• Organization and planning to meet milestones and deadlines
• Detail oriented
• Critical thinking and problem-solving skills
• Negotiation skills

Education, Experience, and Certifications: 

• High School Diploma or equivalent required
• 1 year office experience preferred
• 6 months relatable industry or project management experience preferred
• Intermediate computer skills required

Physical and mental demands:

• Ability to remain calm and focused under pressure and stressful situations
• Ability to work in front of a computer for a prolonged number of hours
• Position may require working before or after regularly scheduled hours as business needs arise

EEO/MFDV