Service Manager

Job Summary:  

The Service Manager is responsible for managing the day-to-day operations at our accredited lab.  This position has full P&L responsibility for the facility and manages a team of Service Technicians and Coordinators.  The Service Manager is authorized to perform competency observations of their staff.  In this Management position quality experience, customer focus and leadership capabilities are mandatory. 

Essential Functions:

This position is responsible for supporting all activities covered under scope of work for the designated facility to include the following as applicable:

Day-to-day quality performance of the lab, ensures compliance with our ISO 17025 One Quality System.

 Manages the quality functions of the lab and ensures all quality assurance procedures are followed and implemented.

 Ensures that all Service Technicians are properly trained and are performing quality calibrations and repairs in accordance with corporate quality requirements. 

Works with Sales Personnel on pricing of new or renewed business, repairs and installations.

Regularly visits top customers and potential new customers. 

 Works closely with Sales Personnel to grow profitable Revenue for the Lab including looking for and developing new businesses to get into – includes pricing all standards, cost justification (ROI), training requirements, etc.

Full P&L Responsibility -- Prepares budgets and continuous improvement plans.

Ensures all customer and employee items are addressed and the loop is closed through prompt, professional communication

Minimum Requirements/Qualifications:

BA degree preferred

3 years middle supervisory or management experience, preferably in a similar business or Service related industry

Strong knowledge of calibration policies, procedures, methodologies and procedure writing skills

Working knowledge of quality documents such as ANZI/NCSL Z540-1, ISO 17025, ISO 9000, ISO 16949 a plus

Excellent presentation, written, and personal communication skills

Intermediate skills related to managing internal profit and loss statements

Advanced quantitative and analytical skills with PC proficiency

Must demonstrate excellent customer service and build customer relationships

The ability to think creatively, take initiative, multitask and manage projects under pressure

Must demonstrate self motivation, initiative, honesty, integrity, and attention to detail

Must identify best practices and bring innovation to the work environment;

Must be able to work a flexible schedule to support the business.  

Core Competencies:

Accountability

Business Insight

Communicates Effectively

Commitment to Excellence

Customer Relationship Management

Drives Results

Servant Leadership

Team Building

Physical Demands of the Position:

Stands greater than four hours at a time

May require walking 2 – 4 miles during an 8 hour period

Stoops and bends below knee level 2 – 4 times an hour

Lifts and carries less than 50 pounds but greater than 25 pounds repetitively

Climbs stairs more than four times in an eight hour shift

Pushes / pulls objects greater than 25 pounds

Reaches out

Reaches overhead

Repetitively uses feet

Repetitively uses hands (computer keyboard)

Grips with hands