Service Manager - Russells Technical Products

Annual Salary will be based on experience.  Estimated pay range is $80,000 to $100,000 per year.

SUMMARY/OBJECTIVE

Leads the service department at Russells Technical Products (RTP), promoting RTP Core Values and systems. This includes customer service interactions, coordinating efforts of the service department, and scheduling of all related work. The service manager maintains strong relationships with customers (internal and external), third party contractors, and the service department team members.         

SUPERVISORY RESPONSIBILITY

1. This position supervises the field service engineers, technical support specialist and the parts and service technician.
2. This position reports to the Sales Manager.

ESSENTIAL FUNCTIONS

1. Provide effective leadership and management of the service team.
2. Establish and maintain process flows, work instructions, policies, and procedures for the service department.
3. Manage master schedule for field service engineers (chamber repairs, preventative maintenance, chamber start-ups/installations), balance workloads, and ensure service team completes projects as planned. 
4. Develop and maintain relationships with regional subcontract providers.
5. Provide exceptional customer service, including interactions with internal and external customers.
6. Report customer feedback. Coordinate with peer leaders to implement corrective action for continuous improvement. 
7. Create, maintain, and review necessary service documents including work orders, invoices, customer contracts, etc.

KEY MEASURES AND OBJECTIVES

1. Implement and maintain technology solutions to improve scheduling, tracking and communication.
2. Responsiveness to customer service issues (response time and communication).
3. Work with peer leaders to develop training plan for new hires.
4. Successful completion of service projects within expected timelines and budget.
5. Utilize customer feedback and other data sources to improve efficiency and quality of service.
6. Monitor, control, and report operational costs to enhance profitability while maintaining service quality.

REQUIRED EDUCATION AND EXPERIENCE

1. Ability to read blueprints and schematics.
2. Leadership training and/or managerial experience.
3. High school diploma or GED.
4. Computer competency in Microsoft Office.

PREFERRED EDUCATION AND EXPERIENCE

1. Business, Logistics, or Engineering degree. (Comparable progressive work experience may be considered in lieu of degree).
2. Knowledge of QuickBooks or similar accounting software.
3. Supervisory or leadership certificate or at least 3 years of equivalent experience in a related industry.
4. Field service management experience in environmental test chamber industry or closely related industry