Service Manager

Role and Responsibilities

The Dedicated Account Services (DAS) Service Manager will be an advocate for the assigned dedicated accounts service team and maintain all administrative needs. The dedicated account services Service Manager will monitor and improve dedicated account services activities by providing support and assistance to the dedicated team as well as service personnel who perform on-site routine inspections and services. Ensures field service is effective and customers’ requirements are met. They monitor service operations throughout dedicated account services and look for ways to increase productivity and lower costs. The specific duties of a DAS Service Manager include formulating strategy, improving performance, procuring material and resources, and securing compliance. You should be ready to mentor your team members, find ways to increase the quality of customer service and implement the best practices across all levels. Ultimately, we’ll trust you to help us remain compliant, efficient, and profitable during the course of business. Key accountabilities for this position include customer service/satisfaction, productivity, teamwork, safety, and commitment to excellence.

· Ensure all DAS service operations are carried out in an appropriate, cost-effective way

· Responsible for overseeing team and daily operations within the dedicated account services department.

· Prioritize and organize jobs

· Assign jobs to techs

· Create and assign service orders

· Create estimates and ensure all estimates are completed within budget/deadline to meet customers' needs. Not to exceed 24hours.

· Sales building and customer loyalty building

· Provide excellent customer service

· Ensures service is effective and customers’ requirements are met.

· Hiring, training, and managing service team in best service practices, policies, and procedures.

· An advocate for their team. Develop a team atmosphere with employees.

· Monitor and improve service activities by providing support and assistance to the team.

· Keep customers informed and updated

· On call dispatch rotation

· Assist billing with any service order issues. All discrepancies must be resolved within no later than 48hrs.

· Helps ensure all field service units are fully stocked with common parts, supplies, and kept clean as well as up to date on maintenance.

· Assist with parts inventory control

· Ensuring team members comply with company policies and procedures.

· Maintaining a safe working environment.

· Achieving target sales objectives and promoting sales growth

· Achieving target growth implementation timelines and goals

· Resolve difficult customer issues expeditiously

· Submitting all required paperwork on a timely basis and meeting management deadlines.

· Responding to internal inquiries in a timely manner

· Identifying potential problems and points of friction and working to find solutions in order to maximize efficiency and revenue

· Creating customer service policies to help their team effectively communicate with customers over the phone.

· Providing customers with product and service information and availability, estimated time of arrival, and product and service recommendations.

· Help the organization’s processes remain legally compliant

· Examine financial data for their department and use them to improve profitability

· Manage budgets and forecasts for their department

· Find ways to increase the quality of customer service

· Inspiring and motivating team members to perform at their best through positive encouragement and incentive initiatives

· Be willing to wear whatever hat is needed for the good of team members and for the good of the company.

Qualifications and Education Requirements

· "Big picture" thinking, which is key to addressing top-level concerns and finding the best path forward from all of the available data

· Interpersonal skills – a DAS Service Manager must communicate with executives, management team, and team members in order to create and administer policies

· Proven work experience as Service Manager or similar role

· 3 years field service industry experience

· Strong supervisory skills

· Strong organizational skills and record keeping - Organizational skills and the flexibility to jump from priority to priority, which are essential to a role that juggles a variety of functions and projects

· Excellent ability to work well with others as a team member

· MUST be self-manageable with excellent execution skills

· Strong attention to detail- Must be detail oriented and have solid communication skills.

· Have the ability to multitask and support the fast-paced demands of our business.

· Must be able to analyze and resolve invoice discrepancies

· Hands on management position

· Excellent customer service skills

· Excellent vendor relations skills

· Ability to operate under high stress

· Must be able to work in fast paced working environment

· Excellent communication skills both written and oral. Able to communicate clearly and professionally at all times

· Must be committed to 100% customer satisfaction.

· Must have enthusiasm for training and motivating department associates and be involved in their career development.

· Strong work ethic and drive to achieve goals

· Ensure all company policies and procedures are implemented and carried out every time.

· Adaptability, enabling the GS Service Manager to respond quickly to a shifting reality and adjust initiatives and priorities accordingly

· Must be able to manage customer expectations, lead employees and be flexible with both while meeting objectives.

Mental Demands

· Ability to work with frequent interruptions; ability to maintain emotional control under stress.

Preferred Skills

Working knowledge of FullBay, QuickBooks, outlook and excel