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Service Manager

2 months ago

Rockford, United States workplace Full time

PURPOSE/FUNCTION/SUMMARY (TRAINING NEEDS)

Managing the complete service department, including on-field service techs, customer support, and the service coordinator.


ESSENTIAL FUNCTIONS

  • Manages all the service personnel who perform on-site routine services including installation, maintenance, repair, and customer service
  • Oversees the hiring, training, and help to schedule field service representatives with the service coordinator
  • Responsibilities also include handling service contracts and directing support services
  • Plans and develops policies and procedures for on-site installation, testing, maintenance, and troubleshooting
  • Ensures all field service projects are completed within budget/deadline to meet customers' needs
  • Familiar with a variety of the field's concepts, practices, and procedures


PRINCIPAL RELATIONSHIPS

Internal: Service coordinator, Installation and Service Technicians, Manufacturing Manager, Shipping, Engineering, Quality, Production and Sales.

  • External: Customers (direct contact, telephone, fax, e-mail)

LEVEL OF AUTHORITY

Authority to directly interact with customers and negotiate pricing following predetermined guidelines.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

  • Education/Training: B.S. Degree in Business Management or other related field.

Experience/Skills: Three to five years related experience in a manufacturing environment.Must possess excellent communication, organizational, computer and interpersonal skills. Excellent knowledge of product and manufacturing capabilities required. Willingness to spend time travelling in the field to customers and trade shows.


PHYSICAL AND VISUAL DEMANDS

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with impairments to perform the essential functions.


1. Regularly required to sit, use hands to finger, handle, or feel, talk and hear.

2. Occasionally required to stand, walk and reach with hands and arms.

3. Regularly required lifting up to 30 pounds.

4. Close vision required.

5. Travel by plane, bus, or auto, sometimes internationally.


ENVIRONMENTAL FACTORS


The environmental characteristics described are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with impairments to perform the essential functions.