Service Manager

Summary

The Service Manager plays a pivotal role in ensuring the achievement of operating unit gross profit objectives while upholding high standards of customer service. This position involves leadership and management responsibilities aimed at meeting contractual commitments promptly and with excellence.

Essential Duties and Responsibilities :

• Lead and guide staff to understand customer needs and market dynamics, facilitating effective sales strategies, and responses to cancellations and salvage plans.
• Promptly address customer complaints, ensuring resolutions that maintain long-term relationships and satisfaction.
• Respond swiftly to customer trouble calls, resolving issues efficiently to bolster confidence and satisfaction.
• Delegate tasks and organize workflows, auditing staff performance and recommending necessary actions such as hiring, promotions, or training.
• Motivate and train staff, fostering skill development and professionalism to enhance service quality and attract talent.
• Conduct regular status meetings, compile insights, and make recommendations to improve service operations.
• Review historical data and current conditions to forecast workforce needs, optimize resource utilization, and maintain budget goals.
• Ensure adherence to mechanical systems, codes, and industry standards, supporting sales with design assistance and materials provisioning.
• Support sales objectives by generating leads, promoting new business, and maintaining pricing knowledge.
• Manage procurement processes, ensuring timely requisitions and coordination with sales and field operations.
• Supervise personnel effectively, addressing performance, training, and disciplinary matters in line with organizational policies.
• Foster a collaborative and positive work environment, balancing team and individual responsibilities.
• Identify and resolve operational problems, pursue continuous improvement opportunities, and support quality initiatives.
• Demonstrate integrity, professionalism, and adherence to organizational values and policies in all interactions.

Experience and Skills :

Physical Demands / Working Conditions :