Service Department Manager

The Service Manager plays a critical role in the company. The Service Manager is responsible for managing incoming services requests from our customers, ensuring all information, details and costs are communicated, approved, scheduled, ordered and managed. An important focus of this role is on ensuring smooth operations and excellent customer satisfaction. Training is available for the right candidate.

Essential Duties and Functions:

· Forecasts manpower requirements.

· Effectively prioritizes customer calls and advises dispatch accordingly.

· Ensures customer requirements are followed and calls are completed on a timely basis.

· Ensures customer rules are accurately adhered to and approves work orders.

· Reviews dashboards and financial reports and takes appropriate action.

· Oversees the procurement of parts and supplies.

· Maintains communication with customers and ensures their expectations are met.

· Resolves issues or problems that impact customer satisfaction.

· Manages and maintains fleet, parts, and materials inventory, and resolves discrepancies or problems in a timely manner.

· Develops and maintains long-term relationships with customers and subcontractors.

· Helps grow the service revenue by promoting service maintenance programs.

Other Responsibilities:

· Communicates company direction, sets expectations, and holds team accountable for results.

· Provides leadership, builds a collaborative team and rewards accomplishments of the team.

· Interviews, selects, hires, and oversees onboarding of supervisors, team leads and technicians.

· Ensures technicians are scheduled and dispatched efficiently, based on skill level, location, and call volume.

· Manages performance and provides training, coaching and performance feedback to Supervisors, Team Leads and Technicians.

· Uses metrics to drive accountability and performance.

· Ensures compliance of Service policies and procedures, time and attendance, etc.

· Ensures use of PPE and the application of safe behavior, including driving, by all employees.

· Ensures customer service and quality of work meets customer requirements

Required Education and Experience:

• High school diploma, GED, or completion of trade program or technical school. A college degree is a plus.
• 5 years of experience in the security service, commercial construction, people management or a related industry.
• Proficiency in managing multiple assignments, setting, and balancing competing priorities with strong organizational skills and ability to multitask.
• Ability to solve problems and apply good judgement.
• Excellent verbal/nonverbal and written communication and presentation skills.
• Strong customer service skills, including an ability to proactively address customer issues and concerns and ability to forge strong working relationships with customers.
• Knowledge of jobsite safety, ability to oversee work activities to ensure safe work practices and safety rule compliance.
• Ability to understand and follow all company policies and procedures and all applicable State and Federal laws.
• Good driving record.

Additional Qualifications:

• Communications: Customer focus with an emphasis on the quality of the customer experience and a can-do attitude. Able to read, write and communicate effectively and professionally at all levels and across diverse cultures. Able to present information and respond to questions from peers, managers, clients, and customers in a courteous and helpful manner. Attending Customer sites and/or meeting and events as needed (locally/regionally)
• Math: Able to perform simple addition, subtraction, multiplication, and division using standard units of measure and weight.
• Reasoning: Able to apply common sense understanding to carry out complex instructions furnished in written, oral, or diagram form. Able to develop logical troubleshooting techniques based on an understanding of the product performance and test requirements. Able to anticipate problems and is prepared with solutions.
• Initiative: Able to see what needs to be done and does it. Proactively addresses customer issues and concerns.
• Leadership: Leading, influencing, and directing a diverse, multi-disciplined workforce. Including coaching, training, and developing a team
• Time Management: Able to track and prioritize tasks in a fast-paced environment with several simultaneous projects/work orders. Able to mentor and support assigned technicians while simultaneously running their own calls. Able to delegate assignments and follow through to ensure good results.
• Technology: Knowledge of email, texting, and work order systems sufficient for basic communication, reporting, and notes. Able to fill out work orders, purchase orders, and customer forms accurately and comprehensively.

Job Type: Full-time

Job Type: Full-time

Pay: $81,832.00 - $93,570.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 4 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work Location: In person