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Service Manager

4 months ago

Greenfield, United States SNI Companies Full time

Company Perks:

  • Excellent working environment/friendly and motivated team
  • Accessibility to owners' input and assistance
  • Small company vibe but globally recognized brands
  • 401K from the start and match after a year
  • 3-week paid time off
  • Blue Cross Blue Shield for Medical provider
  • Relaxed dress code
  • Monthly fun evens/pizza parties


SUMMARY:

Lead and guide the service department to ensure exceptional and efficient customer service, contributing to our branch's reputation as the best in the business.


ESSENTIAL FUNCTIONS:

  • Oversee the activities of service technicians, coordinators, and schedulers.
  • Provide solutions and research challenging product inquiries for coordinators and technicians.
  • Collaborate with various departments, fostering a team-oriented environment both within and outside your department.
  • Track, report, and enhance all metrics provided by company, while also developing and monitoring additional internal metrics.
  • Offer initial and ongoing training for schedulers, coordinators, and technicians.
  • Recommend and manage the implementation of new equipment or procedures to enhance customer service quality.
  • Maintain communication with customers and other departments.
  • Manage the service department's expenses and revenues.
  • Organize paperwork efficiently.
  • Ensure timely payment for labor and parts orders, aiming to boost revenue.
  • Set up customer accounts.
  • Handle credits from Corporate.
  • Interact with customer support specialists.


KNOWLEDGE, SKILLS, AND ABILITIES:

  • Excellent customer service skills with the ability to train others.
  • Strong communication skills with the ability to train others.
  • Ability to create a positive work environment and foster teamwork.
  • Proficiency in the customer service module for scheduling calls.
  • Understanding of the warranty process for handling warranty reorders.
  • Knowledge of inventory management and parts tracking to ensure technicians are well-supplied.
  • Ability to assess whether a customer's needs have been fully met and to follow up with necessary reorders.
  • Capability to evaluate and optimize each technician's route for efficiency.
  • Proficiency in Word and Excel.
  • Strong multitasking abilities and attention to detail.


PHYSICAL DEMANDS:

Activities include walking, talking, and hearing, with the job primarily involving sedentary work.

WORK ENVIRONMENT:

This role is performed in an office setting.