Service Delivery Manager

4 weeks ago


Dodge City, Kansas, United States The Waldinger Corporation Full time
Service Manager Job Description

The Service Manager is a key role at The Waldinger Corporation, responsible for overseeing the delivery of high-quality services to our customers. This position requires strong leadership and communication skills, as well as the ability to manage a team of service coordinators/analysts and maintain excellent customer relationships.

Key Responsibilities
  • Customer Relations: Work closely with the team to maintain strong internal and external customer-focused relationships and assist in handling escalated customer issues to ensure timely resolution.
  • Operational Efficiency: Maintain accurate records of service activities, including work orders, outstanding preventative maintenance, quotes, and repair proposals.
  • Leadership: Mentor direct reports to ensure they have the knowledge and skills necessary to execute daily tasks to the established service level expectations.
Key Competencies for Success
  • Drive for Performance: Mitigate issues and concerns in a timely manner to leadership.
  • Technical Problem-Solving: Assist technicians and coordinators with technical problem-solving and resource allocation, including delivery of materials and supplies to expedite job completion.
  • Collaboration and Communication: Demonstrate strong collaboration skills and reliably follow through on promises.
Customer Centric
  • Customer Satisfaction: Maintain strong relationships with customers to ensure they are satisfied with the services they receive and provide ongoing support when needed.
  • Service Performance Metrics: Prepare regular reports on service performance metrics, such as response times, customer satisfaction, outstanding work, and service levels.
  • Training and Development: Coordinate training opportunities for service staff to enhance safety, technical skills, product knowledge, and customer service capabilities.
Operational Excellence
  • Work Under Pressure: Consistently work under pressure, multitask, and prioritize effectively.
  • Financial Management: Monitor the financials of service projects by adhering to service contracts, billing requirements, or budgets, allocating resources, and mitigating risks.
  • Gap Coverage: Provide gap coverage for the team when needed in planning and scheduling to optimize resource allocation.
  • Process Improvement: Monitor service workflow and processes to identify areas for improvement and efficiency gains.
  • Pricing and Reporting: Assist and confirm pricing of maintenance contracts and repair proposals, and proficiency in software and tools for service management and reporting.
  • Best Practices: Follow established best practices to achieve better results, reduce risks, improve efficiency, increase stakeholder satisfaction, and enhance reputation.
What We Offer
  • Paid Holidays: Enjoy paid holidays and time off to recharge.
  • Health and Wellness: Take advantage of health, dental, and vision insurance, as well as a wellness plan with lifestyle spending account.
  • Professional Growth: Pursue growth potential with a stable company, including paid vacation, health club reimbursement, and continuing education and advancement opportunities.
  • Benefits: Enjoy 401k with company match and profit-sharing, term, AD&D, and Dependent Life insurances, prepaid legal, and more.

The Waldinger Corporation is a full-service mechanical, electrical, sheet metal, and service contractor operating under a people-first approach. We have branches throughout the Midwest United States and have built a reputation of success since 1906.

The Waldinger Corporation is an Equal Opportunity Employer (EOE), including disability/vets, and participates in E-Verify.



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