Service Manager

4 weeks ago

Livermore, United States All-Guard Alarm Systems, Inc. Full time
Job DescriptionJob Description

Position Overview: The Service Manager is responsible for the direct management of our customer-facing All-Guard Alarm Systems team, which includes Services Dispatcher/Coordinator, Service Technicians, and Fire Inspectors. This role entails hiring, performance management, leadership, and successful resolution of customer-related issues. The Service Manager will ensure the team's effectiveness, maintain a high level of customer satisfaction, achieve business goals, and manage operational issues affecting service.

Key duties & Responsibilities: Please note the essential functions may vary depending on department size, organizational structure and/or geographic location.


  • Lead, mentor, and motivate a team of service dispatchers, technicians, and support staff to achieve optimal performance and customer satisfaction.
  • Set clear mission and strategies to improve the customer service experience.
  • Own customer issues and ensure they are followed through to resolution.
  • Maintain a high standard of customer service by addressing technical questions and concerns from customers, ensuring prompt and effective resolution.
  • Manage the overall performance of a team and Provide Leadership by fostering a safe working environment. Efficiently schedule service calls with customers over the phone, optimizing routes, and ensuring timely service appointments.
  • Provide service rates for service calls to customers in the Bay area, ensuring transparency and accuracy in pricing.
  • Implement training programs to enhance the skills of the service team.
  • Resolve service-related customer disputes and complaints to ensure high customer satisfaction.
  • Be the face of goodwill at customer sites, ensuring a positive experience for our clients.
  • Analyze statistics and compile accurate reports to measure and enhance service performance.
  • Develop service procedures, policies, and standards in alignment with industry best practices.
  • Control resources and assets to meet qualitative and quantitative targets.
  • Maintain an orderly workflow according to priorities.
  • Stay up to date with industry developments and apply best practices to drive improvements.
  • Keep accurate records and document customer service actions and discussions.
  • Attend Ad Hoc meetings with other departmental managers.



Qualifications:

  • Proven experience as a Service Manager or in a similar leadership role within the Fire Alarm, Burg and Security Industry
  • Excellent leadership and team management skills.
  • Strong problem-solving and conflict resolution abilities.
  • Exceptional customer service and communication skills.
  • Proficient in analyzing data and generating reports.
  • Knowledge of service industry standards and best practices.

Preferred Qualifications:

  • 5+ years of technical experience in the commercial fire alarm and security industry
  • 5+ years of leadership experience in the commercial fire alarm and security industry

Physical Demands

  • The employee will frequently sit; stand; walk.
  • The employee will occasionally lift up to 25 pounds.
  • Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
  • The employee must be able to hear, speak, and write clearly to communicate with employees and customers.

Work Environment

  • In the office: The office is generally clean, orderly, properly lit, and ventilated. Noise levels are considered low to moderate.

Must be able to pass a pre-employment physical, drug screen, and investigative background check.



Job Posted by ApplicantPro

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