POSITION SUMMARY

The Service Manager evaluates the performance and activities of service technicians. They oversee the daily operations of the company's services and coordinate tasks at work sites. Responsibilities include devising new ways to render client services and improving existing processes. This typically involves developing training programs, implementing innovative procedures, or researching effective technologies to streamline delivery services. The job is to maintain smooth operations on a daily and ongoing basis for maximized efficiency and safety.

ESSENTIAL DUTIES

• Supervise, manage, and be responsible for coaching and training of service technicians.
• Manage workload, overtime, and overall demand on labor resource planning.
• Develops methods, guidelines, and policies to facilitate efficient service delivery.
• Work with sales teams on sales and rental equipment.
• Review projects, define the equipment and service scope with customer and sales department.
• Address customer inquiries, resolve issues and obtain customer feedback proactively.
• Monitor cost and overall profitability of projects.
• Work with procurement to prepare equipment PO's, installation and parts lists, and vendor required items as well as to coordinate shipment and installation to customer site.
• Supervise mechanical and electrical installation, monitor, and enforce scope as well as manage customer expectations.
• Supervise start-up & commissioning of the equipment.
• Obtain inspection sign-off, customer sign-off, and monitor final invoicing preparation.
• Assist in goal setting, skill enhancement and performance reviews activities for field service staff.
• Investigate and resolve any issues resulting from substandard performance.
• Ensure company policies and procedures are followed by the team members.
• Develop programs to improve technical and customer service skills of service staff.
• Identify and resolve employee concerns/complaints.
• Maintain positive and healthy relationships with various teams to ensure customer service effectiveness.
• Assist in interviewing and hiring new professionals.
• Ensure that the resources are properly trained to meet service objectives.
• Help the field service dispatchers in resource identification and planning.
• Demonstrates outstanding customer service through maintenance of high quality and integrity in a work environment.

SUPERVISORY RESPONSIBILITIES

• Directly supervises employees within the Service and Shop department(s).
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

REQUIRED SKILLS/ABILITIES

• Minimum of 2-5 years of field service management or project management experience required.
• Must have strong technical ability.
• Critical thinker with strong problem-solving skills.
• Commitment to providing exceptional customer service.
• Excellent written and verbal communication and presentation skills
• Strong time management skills
• Ability to work on a flexible work schedule.
• Persuasive and goal-oriented.
• Possesses an energetic, outgoing, and friendly demeanor.
• Able to multitask, prioritize, and manage time effectively.
• Experience in service coordination of technicians preferred.
• High school diploma or general education degree (GED), or one to three months related experience and/or training, or equivalent combination of education and experience.
• Computer skills required: ERP, CRM, Inventory Software, Microsoft Office Suite.

PHYSICAL REQUIREMENTS

The physical requirements for this position are typical for a medium work warehouse/shop environment including frequent movement about the warehouse/office, climbing, standing, reaching, bending, kneeling, stooping, and lifting 50 pounds.

BENEFITS

• Along with competitive compensation and career advancement opportunities, we offer a comprehensive total rewards package. Qualifying employees receive:
• Medical, dental, and vision coverage
• Company-paid life and AD&D coverage
• Company-paid short- and long-term disability coverage
• Voluntary benefit products
• 401(k) retirement savings plan with a generous company match
• Generous PTO allowances and paid holidays
• Tuition reimbursement
• Employee Assistance Program (EAP)
• Parental Leave

For all Recruiting inquiries, please email recruiting@mceautomation.com