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Service Manager
4 months ago
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.
- 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.
- 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
- 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.
- 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.
