Service Delivery Manager
2 weeks ago
**About the Role**
We are seeking a Service Delivery Manager to join our team at Southland Industries. As a key member of our organization, you will be responsible for coordinating jobs with dispatchers and ensuring effective communication with field technicians.
**Key Responsibilities:**
- Maintain positive customer relations and ensure prompt resolution of customer inquiries, requests, and complaints.
- Investigate serious customer complaints, remedy situations, and implement corrective measures as required.
- Coordinate staff training curriculum development with Brandt University training specialist.
- Explore new systems and methodologies to improve customer service and employee performance.
- Enter service requests into system, update customer account information, and prioritize service calls.
- Dispatch service calls in a timely manner, inform customers of ETAs, and notify them of delays.
- Collect pertinent account information from new/pending customers for credit verification/approval.
- Track daily progress of service calls, enter technician work hours into system, and communicate with customers to ensure work meets expectations.
**Requirements:**
- High school diploma or GED; Associate Degree (AA) preferred.
- 5-7 years progressive experience in dispatch, administration, and customer service.
- Excellent verbal and written communication skills, attention to detail, and ability to coordinate projects.
- Ability to multitask, prioritize, and maintain excellent Excel and Word skills.
**What We Offer:**
- A comprehensive benefits package, including 401(k) Plan with 50% Company Match, annual incentive program, medical, dental, vision insurance, term life, AD&D insurance, disability income protection, and pre-tax flexible spending plans.
- Holidays/vacation/personal time/life events leave, numerous training opportunities, and company-paid membership for professional associations and licenses.
**Salary:** $72,000 - $85,000 per year, depending on education, experience, knowledge, skills, and abilities.
**Why Join Us:**
Southland Industries is an employee-owned company that values people, safety, innovation, collaboration, integrity, accountability, and sustainability. We offer a fast-paced and growing work environment where you'll feel engaged, challenged, and valued. If you're passionate about our industry, a lifelong learner, and committed to providing customer value through continuous improvement, we encourage you to apply.
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