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Service Manager

2 months ago

Delray Beach, United States Air-Ref Co. Inc. Full time
Work Hours: 7:30 am to 5:00 pm, Monday through Friday, rotational weekends and weeknights. Primary Job Function:
To manage the service operations of the company. This includes overseeing the daily dispatching and efficiencies of the service technicians and department. Other duties include customer relations, reviewing all billing and warranty claims, and interacting with the other managers with respect to their warranty and installation needs. Responsible for making sure that all service techs are properly trained. The Service Manager is expected to handle all aspects of the service department and to ensure its continued profitability and growth. Responsibilities:
  • Responsible for the profitability of the service department
  • Responsible for making sure that all Service Technicians are properly trained.
  • Supervises the Service Dispatcher and Parts Department.
  • Review all service invoices daily, this includes comparing time cards to the invoices and spot-checking pricing. Make sure that the Service Technician detailed the invoice in a thorough manner so the customer understands the service rendered and that the problem was taken care of.
  • Ensure parts are ordered as needed, as parts are received pull the work order and have the dispatcher schedule work.
  • Review Tech hour report and callbacks daily 
  • Technician profitability reporting, ensuring accuracy
  • Review all warranty invoices, making sure that all valid warranty issues are being addressed to the vendor, parts, misc. field materials and labor.
  • Responsible for determining and setting service inventory policies and pricing.
  • Securing work for the service department, and revenue generation.
  • Help Service Technicians out in the field when appropriate
  • Make sure that all service vehicles are clean, stocked, running properly, etc.
  • Plan for seasonal fluctuations in the business by making sure maintenance contracts are offered to all customers and meeting contract sales goals.
  • Maintenance of Service inventory stock
  • Ensure Customer service in a top priority for all
  • Quote retrofit jobs “on demand”.
  • Quote large repair jobs and obtain approval from customers.
  • Other tasks as assigned
 Performance Indicators: Certain key business indicators that will measure the effectiveness of the Service Manager. These include the following:
  • Technician revenue averages a minimum of $15k per month.
  • The degree to which unproductive labor or lost time is minimized.
  • The degree to which technicians improve in ability and inefficiency
  • Number of warranty calls resulting in non-billable time.
  • Quality of technicians' paperwork.
  • Increase in a number of Maintenance Agreements.