Service Manager

Job Description 

The Service Manager is responsible for overseeing the daily schedule and efficiencies of the Service Technicians and Department. Other duties include customer relations, reviewing all billing and warranty claims, interaction with the other managers in respect to their warranty and service needs. Responsible for making sure that all Service Technicians are trained to complete the duties they are each assigned. The Service Manager is expected to handle all aspects of the service department to ensure its continued profitability and growth.

Job Responsibilities (List is not inclusive)

· Responsible for the profitability of the Service Department.

· Responsible for making sure all the Service Technicians are properly trained to complete each of their tasks and duties as assigned.

· Review of service invoices daily for follow up items, accuracy of pricing and neatness of paperwork completion.

· Ensure each Service Technician details invoices in a thorough manner, so the customer understands the service rendered and that the problem was resolved.

· Order parts and material as needed to complete open service tickets.

· Coordinate with dispatch team to schedule work as required.

· Review all warranty invoices, making sure that all valid warranty issues are being addressed to the vendor, parts, misc. field materials and labor.

· Provide oversight to Service Technicians in the field when appropriate.

· Ensure Service Technicians comply with company processes and procedure.

· Plan for seasonal fluctuations in the business by making sure that maintenance agreements are offered to all customers.

· Advance customer service. Ensure unfavorable situations with customers related to 

· Service/Maintenance are resolved timely and to each customer’s satisfaction.

· Quote larger repair jobs and obtain approval from customers directly. Smaller repairs can be approved through the dispatch team.

· Set Technician based training schedule. (Internal & External)

Required Knowledge, skills, and abilities

· Valid driver’s license

· Computer skills

· Ability to multi-task

· Organized

· Advanced customer service skills

Education and Experience

· High School Diploma Required. Bachelor’s Degree required. 

· Minimum five years of related experience required. 

Physical requirements 

· Required to stand, walk and sit.

· Talk or hear, both in person and by telephone

· Use hand (s) and fingers to handle or feel objects or controls. 

· Reach with hand (s) and arm (s). 

· Regularly required to stoop, kneel, bend, crouch and lift up to 25 pounds.

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