Service Manager

Service Manager

Service Manager

Responsibilities

This role is responsible for the service department, including the direct responsibility of the mechanics and service technicians, supervision of the service coordinating duties, quality control of fieldwork performed by mechanics, review of invoicing, billing and audit of work performed, and marketing of service customers.

Directly responsible for service technicians and mechanics

  • Recruiting, hiring and termination
  • Performance and pay reviews
  • Preparation and execution of documented training agenda
  • Efficiency and attitude of mechanics

Supervision and review of Service Coordinator

  • Ensuring service calls are scheduled in a timely manner
  • Review and in-depth knowledge of service calendar and schedule
  • Coordinating schedules for preventative maintenance contracts and ensuring work is completed
  • Review and sign-off of paperwork and work orders from service technicians

Quality control of fieldwork performed by mechanics

  • Visit job sites on a test basis and evaluate work done
  • Visit all large service projects and inspect
  • Estimate service job costs

Marketing / Direct contact with customers

  • Direct contact by phone and in person with service prospects
  • Complaint handling
  • Quotes and estimates for service only
  • Periodic routine visits to determine customer satisfaction

Review and billing determinations

  • Review and sign-off on work orders
  • Approve time and hours of service technicians and mechanics
  • Approve all service invoices before sent to the customer
  • Coordinate parts orders for service with Warehouse & Parts Manager
  • Handle call-backs
  • Coordinate credits with accounting

Oversee service vehicles, equipment and, inventory

  • Periodic inspections and written reports on truck maintenance
  • Determine that trucks are being properly maintained and cleaned
  • Determine that inventory controls are being followed and inventory usage is correctly reported

Oversee warranty handling

  • Ensure that all procedures are followed

 

Knowledge, Skills & Experience

  • 5 – 7 years of experience in industrial/commercial services
  • 3+ years of experience managing and leading a team
  • Industrial refrigeration experience a plus
  • Advanced PC user and working knowledge of ERP systems
  • General accounting knowledge a plus
  • Experience in creating a positive customer service experience
  • Being a part of a team, seeing the upside and keeping your word are part of who you are
  • Strong oral and written communication skills
  • Open to feedback and continual learning
  • High level of attention to detail
  • Self-starter with strong work ethic
  • Reliable and dependable to our team and to the customers
  • Demonstrated proficiency in time and project management
  • Bachelor’s degree preferred
  • Bilingual Spanish speaker a plus