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Service Delivery Manager

2 months ago

Waukesha, Wisconsin, United States NovaTech Full time
Job Summary

We are seeking a highly skilled Field Service Operations Manager to join our team at Novatech. As a key member of our operations team, you will be responsible for overseeing the delivery of exceptional service to our customers.

Key Responsibilities
  • Leadership and Team Management
    • Take full responsibility for company decisions in the eyes of your subordinates.
    • Ensure every team member understands service expectations, job descriptions, and related documentation.
    • Conduct monthly one-on-one meetings to review performance, create improvement plans, and take disciplinary action when necessary.
  • Service Delivery and Quality
    • Identify cost-saving opportunities and make recommendations for implementation.
    • Complete all required paperwork accurately and promptly.
    • Maintain digital files on all technicians, including performance records.
    • Review and analyze daily/weekly service reports: parts usage, mileage reporting, response time, daily call detail, TU call report, and suspect service activity.
    • Conduct monthly reviews of territory integrity and workload per technician.
  • Operational Efficiency
    • Manage timecards for technicians on your team.
    • Perform audits as needed.
    • Monitor technician time on calls and contact them as necessary.
  • Customer Support
    • Provide presales and post-sales support as needed.
Requirements
  • 5 years of experience servicing copiers and printers.
  • Previous management experience preferred.
  • An organized and detail-oriented nature.
  • A commitment to promoting teamwork, customer service, and positivity.
What We Offer
  • Comprehensive benefit package including medical, prescription, dental, vision, life insurance and other supplemental coverage.
  • 401K plan with matching company contribution.
  • Generous Paid Time Off, Volunteer Time Off, Floating Holiday, Company Holidays and Parental Leave.
  • $300 per year contribution to achieving your personal wellness and fitness goals.
  • Employee Recognition Program.