Service Manager - Special Care Systems

Job Title: Service Manager
Reports To: President, Operations & Business Development
FLSA Status: Exempt
Salary Range: $65k-$120k annually

Summary: The Service Manager is responsible for leading and expanding the Service Department, managing service personnel, and building strong relationships with strategic business partners. This role involves overseeing on-site services, including maintenance and repairs, handling escalated customer issues, and coordinating with cross-functional teams to enhance the overall customer experience. The Service Manager is also tasked with developing service strategies, managing budgets, and ensuring that all service operations align with the company's core values and strategic goals. Occasional travel within the Continental United States may be required.

Essential Duties:

1. Strategic Account Management:

   • Serve as the primary contact for key business partners.
   • Maintain and grow customer relationships by responding to inquiries promptly and professionally.
   • Communicate customer needs and requests to relevant internal teams.
   • Forecast and track key account metrics to ensure alignment with business objectives.

2. Service Department Leadership:

   • Develop and manage the Service Department, focusing on employee performance, scheduling, and task delegation.
   • Facilitate performance reviews, growth, and development planning for service personnel.
   • Handle conflict resolution and disciplinary actions as needed.
   • Manage the scheduling of routine maintenance, inspections, and time-and-material jobs, in collaboration with Sales and Operations teams.
   • Oversee the Service Department’s vehicle fleet, ensuring proper maintenance and adherence to company policies.

3. Growth and Development:

   • Develop and implement a growth plan for expanded regional service support.
   • Establish and maintain sustainable service response times.
   • Create and manage service agreement contracts for new and existing regions.
   • Define and address the needs of the Service Department to support growth objectives.
   • Monitor and adhere to budgetary constraints, focusing on both top-line and bottom-line performance.

4. Administrative Compliance:

   • Ensure compliance with all company policies and procedures, including maintaining accurate records in task management software.
   • Track individual service accounts and employee performance, and contribute to regular planning activities for the department.
   • Attend and actively participate in company meetings, presenting service department updates and revenue overviews as required.

5. Customer Service Support:

   • Provide phone-based support to customers, cataloging all interactions in the CRM system.
   • Delegate and resolve service requests, whether they require remote management, over-the-phone assistance, or on-site service.
   • Track and manage warranty-related service calls and address frivolous or nuisance inquiries.

6. Professional Development:

   • Continuously improve leadership, management, financial, and technical skills to enhance individual and team performance.
   • Promote the company’s purpose, vision, mission, and values, ensuring these principles are understood and embraced by all employees.

Supervisory Responsibilities:
The Service Manager oversees the direction, coordination, and evaluation of multiple Field Technicians, On Call Technicians, and an Operations Specialist. Responsibilities include interviewing, hiring, training, performance appraisal, and disciplinary actions, all in accordance with company policies and legal requirements.

Qualifications:

• Education/Experience: Bachelor’s degree (B.A. / B.S.) from a four-year college or university and 2-4 years of related experience, or an equivalent combination of education and experience.
• Skills: Strong communication, problem-solving, time management, and supervisory skills. Proficiency in CRM software, Adobe products, and Microsoft Office, with an emphasis on Excel.
• Language Ability: Ability to read, analyze, and interpret business documents, write reports, and effectively present information.
• Math Ability: Competency in mathematical concepts and practical application in business scenarios.
• Reasoning Ability: Strong problem-solving skills, especially in dealing with non-standardized situations.

Physical Demands:
The role requires the ability to stand, walk, sit, use hands, reach, talk, and hear. Occasionally, the employee may need to lift or move up to 50 pounds, climb, balance, stoop, kneel, crouch, or crawl.

Work Environment:
The work environment is typically moderate in noise level but may involve exposure to indoor/outdoor allergens, mechanical parts, fumes, and the risk of electrical shock. Reasonable accommodations can be made to support individuals with disabilities