Service Manager
: Job Details :

The Service Manager is part of the client's executive leadership team and reports to the COO. This position has overall responsibility for the direction, strategy, planning and execution of the service organization.The Service Manager has overall responsibility of the client's domestic Service Operation and international Product Support. The positions that report directly to the Service Manager include the Service Operations Manager, the Service Technician Manager, and the Product Support/Training Coordinator.Duties and responsibilities:- Manage and achieve Revenue and Gross Profit goals, both monthly and annually, as set by the company- Develop and implement service business strategic plan that supports strategic and financial goals of the overall company- Compile the monthly commentary on Revenue, Gross Profit, technician utilization, new/renewal/lost contracts, T&M, spare parts, load losses, opportunities, and issues- Analyze organizational effectiveness and operational processes to identify opportunities to improve the quality-of-service delivery and add value for our customers- Oversee complex customer problems or issues and ensures effective, long-term problem resolution, specifically in terms of product support and smooth resolution of customer complaints. Responsible for resolving major and long-standing customer problems- Communicate with customers professionally by e-mail, letter, in person, and telephone- Review and approve all Service Agreement and T&M (Time and Material) pricing before it is issued to customers- Negotiate Service Agreement Pricing and T&Cs, as required, with the assistance of the Commercial Service Manager- Oversee the internal and external incident report writing process when suspected product and/or service failures occur at customer sites - Ensure compliance with Company standards for cost control, waste reduction, quality, OSHA, safety, and complete and on-time delivery at the lowest possible cost- Represent the company at various community and/or business meetings to promote the company- Improve Service Support quality by studying, evaluating, and re-designing departmental processes and systems as necessary or directed by COO- Possess a thorough understanding of the company's service offerings, technical preferences, and technical direction- Handle difficult personnel situations directly, using appropriate discretion, HR advice, and respect for the individual- Provide leadership for employee relations through effective communications, coaching, training, and development- Drive hiring, performance management and promotions/recognition within the Service department401(k) with company match, full comprehensive benefits plan.