Description

Position Summary:

A service manager is responsible for the smooth operations of our service department, for a heightened level of customer satisfaction. This includes leading a team of service professionals to deliver outstanding service experiences while optimizing efficiency and productivity. This role will also manage service contracts, track performance metrics, and handle all requests within the deadline. In addition, the Service Manager is responsible for the alignment with our engineering resources in regard to scheduling, escalations and timesheets.

Roles and Responsibilities/ Essential Functions:

•  Leading and managing the service department, ensuring efficient service delivery and customer satisfaction.
•  Building and maintaining solid customer relationships, both internally and externally.
•  Monitoring service metrics and analyzing customer feedback to identify areas for improvement and implement corrective actions.
•  Hiring, training and mentoring service staff, fostering a high-performance culture and promoting professional development.
•  Acting as a point of escalation for complex customer issues, demonstrating good problem-solving skills and resolving conflicts in a professional and effective manner.
•  Lead and manage the service department, including staffing, training and performance management of service personnel.
•  Monitor and evaluate the service team’s performance, providing regular feedback, coaching and recognition to drive individual and team excellence.
•  Ensure timely and accurate completion of service requests, work orders and documentation, maintaining high attention to detail and quality.
•  Collaborate with other departments to develop and implement strategies to improve customer satisfaction, increase service efficiency and achieve business objectives.
•  Proactively identify opportunities for service improvement, recommending and implementing process enhancements, tools or technologies.
•  Monitor all software programs used by HBS in the reporting, documentation, and follow-up of service issues.

Requirements

Competencies:

•  Accountability: Accountability looks at the extent to which an individual is willing to accept responsibility.
•  Accuracy: Accuracy looks at the extent to which an individual’s work is correct and error free within company policies and guidelines.
•  Active Listening: Active listening looks at the extent to which an individual actively attends to, conveys, and understands the comments and questions of others.
•  Adaptability: Adaptability looks at the extent to which an individual can fit into a changing working environment.
•  Communication: Ability to promote understanding through exceptional written, oral, interpersonal, and presentation skills.
•  Customer Oriented: Customer orientation implies a desire to serve both external and internal clients by focusing effort on meeting the client’s needs, understanding their concerns, and seeking to build trust.
•  Detail Oriented: Detail orientation looks at the ability of the individual to pay meticulous attention to all aspects of a situation or task, no matter how small or seemingly unimportant.
•  Organized: Organizational skills looks at the ability of the individual to be structured and methodical in working skills.
•  Reliability: Reliability looks at the ability of the individual to be dependable and trustworthy.
•  Self- Motivated: Self motivational skills look at the ability of the individual to reach a goal or perform a task with little supervision or direction.
•  Time Management: Time management skills looks at the ability of the individual to effectively utilize available time for the completion of necessary job tasks.
•  Working Under Pressure: Working under pressure looks at the ability of the individual to maintain composure when exposed to stress.

Required Experience:

•  2-5 years of experience in a similar or supervisor role.

Preferred Experience:

•  Experience in implementing service improvement initiatives and managing service quality standards.
•  Familiarity with service management frameworks such as ITIL or Six Sigma.

Required Skills, Education and/ or Certifications:

•  A bachelor’s degree in administration, management, hospitality or a related field or 5 Years of experience in service management or related role.
•  Detail-oriented with a high level of accuracy in data analysis and reporting.
•  Exceptional problem-solving and decision-making abilities, with a customer-centric approach to resolving service-related challenges.
•  A commitment to delivering outstanding customer service and a passion for exceeding customer expectations.

Preferred Skills, Education and/ or Certifications:

•  Relevant customer services certifications (i.e. CCSP, CCRM and CCSM or equivalent).
•  Demonstrated success in customer service, handling complaints, budget management and effective marketing tactics.
•  Excellent communication and interpersonal skills, with the ability to build rapport and maintain positive relationships with customers and internal stakeholders.

Equal Opportunity Employer - Including Disabled and Veterans

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