Manager of Service and Maintenance - Signage

Cima Network, Inc.•New Britain Township, PA

just now•Onsite

About The Position

The Manager of Service & Maintenance plays a vital role in overseeing all activities within the service department, ensuring alignment with strategic goals under the guidance of Senior Leadership. This position entails managing assigned staff, planning, and executing service calls, and prioritizing the four key aspects of service management: Customer Service, Task Management, Technical Knowledge, and Communication. The Manager, along with their team, will adhere to uniform processes tailored for the department, addressing all tasks promptly and with a focus on excellence.

Requirements

Must be proficient with computer software’s by having a working knowledge of databases and reporting tools such as Microsoft Word, Excel, ERP’s and PowerPoint.
Must be comfortable working with and learning various customer platforms as needed.
Strong attention to detail, well organized and responsive.
Performs work with a sense of urgency.
Skilled in negotiating with vendors.
Ability to work collaboratively with a team as well as independently, capable of meeting deadlines and delegating as necessary.
Ability to quickly learn and develop new skills.
Ability to establish meaningful relationships with internal and external stakeholders.
Strong Written and Oral Communication Skills
Ability to demonstrate composure under pressure.
Strong customer service orientation and knowledgeable on how to provide outstanding customer service.
1-3 years of sign maintenance experience.
Prior experience in leading and/or training a team.

Responsibilities

Provide leadership and oversight for service department operations, supporting service representatives and coordinating workflow as needed to ensure smooth daily execution.
Provide training and development opportunities for staff, while effectively managing and assigning tasks to meet deadlines.
Collaborate with internal and external resources to establish clear guidance on client expectations.
Maintain up-to-date client files and internal systems in accordance with Cima’s standard protocols and SOPs.
Ensure rigorous compliance with Cima’s processes and operating standards.
Instill in the team a commitment to serving customer needs daily with warmth and friendliness.
Champion Cimas core values in all aspects of work.
Efficiently manage the daily process of individual work orders, ensuring timely delivery of client requirements and profitable outcomes throughout the lifecycle.
Review and approve all quotes before team members submit them to clients, ensuring accuracy and adherence to contracted rates within Cima’s defined parameters.
Ensure the team accurately updates all platforms, including 3rd party and Cima’s CRM, within defined SLAs and expectations.
Oversee the resolution of escalations and proactively identify plans to prevent future occurrences.
Maintain a comprehensive vendor list, collaborating with others to identify high-quality partners in areas of need. Must be proficient in negotiating skills when identifying and working with vendors.
Maintain a structured schedule, including daily team huddles, weekly one-on-one meetings with team members, and weekly meetings with Leadership as required.
Collaborate with leadership in preparing Quarterly Business Reviews (QBRs) for key accounts.
Contribute to the development of department KPIs, measuring and reporting them to the leadership at a specified cadence.
Conduct employee reviews, administer Performance Improvement Plans (PIPs), and handle disciplinary actions as needed in alignment with HR.