Job Title: Service Manager

Hours: 8am – 5pm, Monday – Friday

Overview:
As the Service Manager, you will play a pivotal role in overseeing and optimizing the service operations of our organization. This multifaceted role involves supervising a team of skilled technicians, managing service territories, collaborating with industry-leading partners, and ensuring exemplary customer satisfaction. Your leadership will contribute to fostering a positive working environment that emphasizes teamwork, technical proficiency, and customer success.

Key Responsibilities:

• Supervision and Leadership:
• Directly supervise a team of 5 technicians, including 3 highly experienced technicians with over 20 years of expertise.
• Provide guidance, mentorship, and support to ensure optimal performance and professional development of the team.
• Service Operations Management:
• Oversee the servicing of 2500 machines in the field, ensuring efficient and timely resolution of customer issues.
• Manage service territories, making adjustments as necessary to optimize coverage and response times.
• Collaboration with Partners:
• Establish and maintain collaborative relationships with industry partners such as Xerox, HP, and Sharp.
• Coordinate service escalations, training initiatives, ITTs (Information Technology Trainings), and other collaborative efforts.
• Call Management and Quality Assurance:
• Utilize the Total Call system to proactively manage service calls and prevent callbacks, optimizing efficiency and customer satisfaction.
• Customer Issue Resolution:
• Address customer issues promptly and effectively, providing viable solutions and ensuring high levels of satisfaction.
• Inventory Management:
• Collaborate with the parts manager to streamline inventory needs for both car stocks and warehouse, optimizing resource allocation and minimizing downtime.
• IT Support and Technology Utilization:
• Oversee a 3-person in-house IT team responsible for supporting installations and software solutions.
• Utilize GPS tracking on all vehicles to monitor and optimize technician routes and efficiency.
• Utilize E-Automate and CEO Juice for service dispatch, ensuring streamlined operations and effective resource allocation.
• Collaboration with Sales Team:
• Work closely with the sales team to facilitate account upgrades, ensuring seamless integration of service and sales efforts.
• Promoting a Positive Work Environment:
• Foster a positive and collaborative working environment that promotes teamwork, technical training, and customer success.
• Maintain and enhance existing initiatives that contribute to a rewarding experience for employees in the service department.

Qualifications:

• Bachelor's degree in a relevant field preferred.
• Proven experience in service management, preferably in a similar industry.
• Strong leadership skills with the ability to motivate and develop a team.
• Excellent communication and interpersonal skills.
• Proficiency in utilizing service management software and technology.
• Demonstrated ability to collaborate effectively with internal teams and external partners.
• Commitment to delivering exceptional customer service and satisfaction.

Join our team and be part of a dynamic organization committed to excellence in service delivery, customer satisfaction, and employee success.

Job Type: Full-time

Pay: $75,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Supplemental pay types:

• Bonus opportunities
• Commission pay

Ability to Relocate:

• Greensboro, NC: Relocate before starting work (Required)

Work Location: In person