Position Overview: The Service Manager is responsible for the direct management of our customer-facing All-Guard Alarm Systems team, which includes Services Dispatcher/Coordinator, Service Technicians, and Fire Inspectors. This role entails hiring, performance management, leadership, and successful resolution of customer-related issues. The Service Manager will ensure the team's effectiveness, maintain a high level of customer satisfaction, achieve business goals, and manage operational issues affecting service.

Key duties & Responsibilities: Please note the essential functions may vary depending on department size, organizational structure and/or geographic location.

• Lead, mentor, and motivate a team of service dispatchers, technicians, and support staff to achieve optimal performance and customer satisfaction.
• Set clear mission and strategies to improve the customer service experience.
• Own customer issues and ensure they are followed through to resolution.
• Maintain a high standard of customer service by addressing technical questions and concerns from customers, ensuring prompt and effective resolution.
• Manage the overall performance of a team and Provide Leadership by fostering a safe working environment. Efficiently schedule service calls with customers over the phone, optimizing routes, and ensuring timely service appointments.
• Provide service rates for service calls to customers in the Bay area, ensuring transparency and accuracy in pricing.
• Implement training programs to enhance the skills of the service team.
• Resolve service-related customer disputes and complaints to ensure high customer satisfaction.
• Be the face of goodwill at customer sites, ensuring a positive experience for our clients.
• Analyze statistics and compile accurate reports to measure and enhance service performance.
• Develop service procedures, policies, and standards in alignment with industry best practices.
• Control resources and assets to meet qualitative and quantitative targets.
• Maintain an orderly workflow according to priorities.
• Stay up to date with industry developments and apply best practices to drive improvements.
• Keep accurate records and document customer service actions and discussions.
• Attend Ad Hoc meetings with other departmental managers.

Qualifications:

• Proven experience as a Service Manager or in a similar leadership role within the Fire Alarm Industry
• Excellent leadership and team management skills.
• Strong problem-solving and conflict resolution abilities.
• Exceptional customer service and communication skills.
• Proficient in analyzing data and generating reports.
• Knowledge of service industry standards and best practices.

Physical Demands

• The employee will frequently sit; stand; walk.
• The employee will occasionally lift up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
• The employee must be able to hear, speak, and write clearly to communicate with employees and customers.

Work Environment

• In the office: The office is generally clean, orderly, properly lit, and ventilated. Noise levels are considered low to moderate.

Must be able to pass a pre-employment physical, drug screen, and investigative background check.