The Service Manager is pivotal in leading the service department, focusing on managing a team dedicated to commercial appliance repair and customer interactions. This role encompasses overseeing service operations, adhering to and enhancing policies and procedures, and fulfilling objectives aligned with the strategic business plan. This full-time, salaried position is instrumental in ensuring exceptional customer service, fostering robust relationships with both customers and third-party vendors, and securing repeat business through effective management and service excellence.

The Service Manager reports directly to the General Proline Manager.

• Lead and coordinate the service department team, ensuring efficient operation and high-quality customer service.
• Manage customer service interactions professionally, addressing inquiries and resolving issues promptly.
• Maintain and strengthen relationships with customers and third-party vendors to ensure customer satisfaction and loyalty.
• Oversee the documentation, closure of work orders, and management of field resources.
• Handle parts ordering, inventory tracking, and customer invoicing with accuracy and efficiency.
• Ensure proper asset tagging, tracking, and reporting to maintain accountability and operational integrity.
• Provide support in answering service calls and backup dispatch as needed.
• Undertake additional tasks as directed by the General Manager to support departmental and organizational goals.

Education:

High School diploma or equivalent; further education in business administration or a related field is preferred.

Experience:

Proven experience in office or service management, particularly in a commercial appliance repair or similar technical service environment. Previous leadership experience is highly valued.

Other:

Strong foundation in business office management principles, with exceptional customer service and verbal communication skills. Proficient in coordinating and multitasking within a fast-paced, team-oriented setting. Detail-oriented with a commitment to accuracy. Competent computer skills are essential. Experience with service management software and tools is advantageous.

The Service Manager will be evaluated specifically on the following factors:

• Performance will be evaluated on the ability to effectively manage the service department, ensuring optimal team performance, high customer satisfaction levels, and achievement of sales and service goals.

• Additional metrics include efficiency in operational tasks such as work order management, parts inventory, and customer invoicing, as well as the strength of customer and vendor relationships.