Service Manager

📋 Description

• Effectively leads a team of remote support technicians throughout the region, enhancing employee skills in customer service, processes, and technical capabilities to the utmost degree.

• Supervises project direction, ensuring that completion aligns with the client's specifications as detailed in the sales proposal.

• Manages the service coordination for our remote services, ensuring that the training and skill levels of Service Technicians are optimally balanced to meet customer needs, while utilizing resources across the region.

• Acts as a regional manager for our services team and participates as a member of our Services Leadership team, concentrating on the development and implementation of our strategies.

• Responsible for the team's scheduling, dispatching, and utilization of technicians.

• Maintains a positive attitude with the capability to motivate, influence, and train team members.

• Assesses technician headcount and training requirements based on contractual obligations and anticipated growth.

• Monitors, reports, and positively influences Key Performance Indicators (KPIs) with an emphasis on customer success and company profitability.

• Develops solutions to challenges that arise during projects, acting as a Problem Solver.

• Ensures that the necessary tools and materials are available on-site to ensure job success.

• Creates and upholds the team’s work schedules to maximize utilization.

• Documents progress reports for transparency along with any other essential project documentation.

• Analyzes delivery and inventory challenges and provides accurate solutions.

• Enhances the customer experience by identifying gaps in our service delivery and guiding the team to prompt resolutions of customer issues.

• Plans, directs, and coordinates product distribution in alignment with company goals and objectives.

• Allocates resources and plans based on performance outcomes (KPIs) to guarantee adequate resource distribution and support future growth as business demands evolve.

• Holds financial responsibility for the service region and its projects.

• Interprets monthly key performance metrics to assess performance and initiates corrective actions when performance dips below targets.

• Collaborates with the Regional Sales Management team to promote business growth and enhance customer satisfaction, appropriately prioritizing service requirements.

• Manages Purchase Orders and Invoices, taking full ownership of all customer orders concerning order accuracy and service performance.

• Upholds warehouse cleanliness, safety, and equipment maintenance to ensure optimal performance. Must possess the ability (with required documentation) to travel domestically via aircraft when necessary.

⛳️ Requirements

• EPA 608 Universal Certification.

• HazMat experience is a plus.

• Excellent communication skills are essential for interacting with a diverse range of customers from various backgrounds and markets.

• Strong organizational skills with the ability to manage multiple priorities effectively.

• Professional communication abilities to engage with all levels of an organization.

• Capability to understand and navigate business needs within the designated territory.

• Must excel in a team environment, demonstrating a strong ethical code, leadership, and problem-solving skills.

• Self-motivated and driven to achieve success.

• Exceptional technical, communication, and organizational skills.

• Proven track record in customer satisfaction.

• Willingness to travel as needed, with expectations of 50% or more travel.

• Clean and valid driver’s license; CDL Class B with HazMat Endorsement is preferred.

• DOT Medical Card.

• Powered Industrial Truck (Forklift) Certification License is an advantage.

• Must be capable of lifting 50 lbs.

• Familiarity with common MS Office tools (MSOffice).

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and training.

• Comprehensive health and wellness benefits.

• Flexible work environment with remote work options.

• Supportive team culture that fosters collaboration and innovation.