Service Manager

General Accountabilities
· Provide leadership so they make the correct assumption and provide the right support to their service team.
· Connect operating processes to problem solving activities in the service department.
· Maintain a strong commitment to quality and customer service that exceeds customer expectations.
· Monitors technicians’ workloads and ensure technicians are performing tasks in an efficient manner.
· Resolves product service problems by clarifying the customer complaints, determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. Escalates issues as necessary.
· Plan and organize routes based on geographic area, type of work, technician’s work schedules, etc.
· Assist in the development and implementation of ‘best practice’ processes across the company to ensure efficiency resulting in reduced costs and improved customer service.
· Assign and direct the workflow to ensure excellent service is delivered through appropriate service staff planning and schedule to meet/exceed all the department’s goals.
· Regular meetings with service staff along with team building activities.
· Responsible for driving training and performance to achieve service engineer excellence.
· Maintaining and providing the correct workstations and tools for the engineers to perform their tasks.
· Continually maintain a safe working environment through shop organization and proper tooling.
· Assist the sales department with scheduling information as necessary.
· Any other duties/tasks as assigned or requested by General Manger or CEO.