Service Manager

OVERVIEW The Service Manager is a pivotal leadership role responsible for the strategic planning and execution of the company's service initiatives. This position involves providing guidance, training, and support to the field service, technical support, and customer care teams to ensure exceptional service delivery and customer satisfaction. The ideal candidate will possess a customer-centric mindset, outstanding interpersonal skills, a strong drive for process improvement, and high technical and organizational capabilities. The Manager of Service reports to the President and collaborates regularly with all departments, including Sales, Operations, Engineering, and external customers. ESSENTIAL DUTIES AND RESPONSIBILITIES: Ensure excellent service to our customers. Recommending driving process improvements, staff development, and product improvements to provide the best in class service for our customers. Lead communication, oversight, and management of field service, technical support, and customer care operations. Foster a collaborative environment that encourages teamwork and the sharing of best practices across service teams. Develop and implement a comprehensive service activity plan that aligns with company goals and objectives, ensuring that revenue targets, service contracts, onsite costs, and departmental financial targets are met. Lead and facilitate all service training and support programs, ensuring that team members are equipped with the knowledge and skills necessary for the successful execution of the service activity plan. Monitor equipment installation schedules to ensure availability, optimizing technician work processes for efficiency. Ensures management of workflow for the Service Department to ensure proper and timely troubleshooting and response to inbound service requests. Collaborate closely with customers and internal teams to conduct thorough needs analysis, providing strategic technical direction and recommendations for new products and services. Build and maintain strong relationships with customers to understand their needs and ensure high levels of service satisfaction. Support Continuous Improvement initiatives aimed at enhancing product quality and design and increasing operational efficiency within service processes. Document and analyze service work processes, identifying opportunities for improvement and implementing necessary changes. Oversee the management of workflow processes within the Service Department, ensuring timely and effective troubleshooting and responses to inbound service requests. Implement best practices for service request handling to improve response times and customer satisfaction. Collaborate with Regulatory and Safety teams to ensure that all field service work processes are executed safely and comply with applicable codes and regulations. Manage the company's vehicle leasing and mobile phone programs for field staff, ensuring efficient use of resources and adherence to budgetary constraints. Requirements Qualifications: Bachelor's degree in business administration, Engineering, or a related field; or equivalent experience. Proven experience in a service management role, preferably in a technical or customer-oriented environment. Exceptional interpersonal and communication skills, with the ability to build relationships and influence stakeholders at all levels. Strong analytical and organizational skills, with a focus on process improvement and operational efficiency. Ability to work collaboratively across departments and with external customers to achieve common goals. Proficiency in using service management software and tools. Experience: A minimum of 5 years of experience in a service management role, with a proven track record of high customer interaction and satisfaction. Extensive knowledge of tools and techniques for executing service work effectively and efficiently. Demonstrated success in leading high-performing teams, showcasing strong leadership skills and business acumen. Proficient understanding of databases and their application in service management, including data analysis and reporting. Strong problem-solving skills, with the ability to analyze complex situations and make informed decisions that enhance service delivery. Excellent verbal and written communication skills, capable of conveying information clearly and effectively to diverse audiences. Experience with service management software and tools is highly desirable. Ability to foster a collaborative team environment and drive continuous improvement initiatives. Competencies: A strong passion for delivering results and exceeding customer expectations in service management. Proven ability to solve complex problems and make decisions that align with the company's values and vision. Demonstrated capacity to drive change and implement process efficiencies that enhance operational performance. Strategic thinker with the ability to develop and execute long-term plans that support the organization's goals and objectives. Excellent interpersonal skills, enabling effective collaboration and relationship-building across all levels of the organization. Adaptable and open to feedback, fostering a culture of continuous improvement within the team. Strong analytical skills, with the ability to leverage data and insights to inform strategic decisions. This position may require occasional travel to customer sites or company facilities. Flexibility in work hours may be necessary to accommodate customer needs and service demands. Work Environment This job operates in both a manufacturing and office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. The employee will require exposure to the manufacturing areas where protective equipment is required. Physical Demands Employee may be required to lift up to 50 pounds. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. AAP/EEO Statement Coburn Technologies, Inc. is proud to be an affirmative action - equal opportunity employer. The diversity of our very talented workforce reflects this commitment. We strive to employ persons of all races and ethnic groups, color, gender, sexual orientation, persons with disabilities and especially Veterans and Veterans with Disabilities who have served and sacrificed for our country. When applying to Coburn, we ask that you please complete the voluntary affirmative action survey that comes at the end of the application process. While employment decisions are based solely on each applicant's credentials as they relate to the requirement of the job, your questionnaire responses help us to better understand our outreach efforts. We thank you in advance for doing this.

Created: 2024-11-05