The Services Manager provides a central interface and ownership for the delivery of all contracted services to customers while working closely with the relevant tower technicians. This role ensures that the service provided to customers meets the organization’s targets, quality standards, and satisfaction while building a strong working relationship.

Essential Functions:
• Partner with Human Resources to secure top talent, onboarding, and development of employees.
• Maintaining a strong working knowledge of industry regulations, restrictions, and laws ensuring the company’s adherence to these regulations, and remaining current on the industry standards.
• Handling customer complaints or concerns quickly and professionally to maintain good customer relationships and retention.
• Coordination of day-to-day operations reviews with Technicians and responsible for continued high levels of quality service.
• Manage, mentor, and train staff members and identify areas of continuous improvement.
• Maintain and develop relationships with vendors and ensure the service provided is of a suitably high standard.
• Provide a central and focused point of contact for issues, questions, and escalations.
• Monitor effectiveness and efficiency of service projects and employee's workload.
• Delegating and directing service tasks, monitoring the progress of projects, and managing service team members to ensure objectives and goals are met.
• Collaborate with Technicians to replenish inventory products and materials to complete projects.
• Manage and submit all billing and invoicing to accounting for work performed and completed.
• Monitor and track all fleet vehicles.
• Serve as a leader in managing the Services staff to deliver quality services and maintain retention.
• Performs other duties as assigned.

Skills:

• Excels at relationship building and has exceptional leadership skills.

• Exceptional communication, both written and verbal.
• Excellent problem-solving and time management skills.
• Ability to act with integrity, professionalism, and confidentiality.
• Strong multitasking, prioritizing, and organizational skills.
• Able to function well in a high-paced and at times stressful environment.
• Demonstrate strong business sense and industry expertise.
• Capable of building and growing connections with a diverse group of individuals.
• Skilled at resolving conflicts within the organization.
• Excellent interpersonal and customer service skills.
• Proficient in Microsoft Office and computer systems.

Drake Lighting is an Equal Opportunity Employer. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.
Disclaimer:
This job description is not intended to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.
This job description is not a contract or employment. It does not promise or guarantee any particular benefit or specific action. All employment with Drake Lighting is “at-will” which means that Drake Lighting or employee can terminate the employment relationship at any time with or without cause.