Service Excellence Manager

Michigan Air Solutions•Hudsonville, MI

4d•Hybrid

About The Position

The Service Excellence Manager oversees the field service department. The role demands for about 60% of the time being spent visiting customers and 40% of the time performing office duties, reporting, and strategic activities. The Service Excellence Manager is responsible for growing the service footprint and increasing the share of service business in their respective area by ensuring that service requests are fulfilled in a timely and thorough manner and that the service technicians are equipped with the right tools, skills, and resources to go above and beyond our customers' needs.

Requirements

High School Diploma or equivalent; bachelor's degree preferred.
Driver's License with a clean driving record
Minimum of 5 years' mechanical and/or electrical service technician experience (or) a minimum of 5 years' managing a field service business
Ability to prioritize tasks with strong time management skills
Effective written and oral communication skills
Strong interpersonal skills
Ability to work independently as well as collaboratively
Keen attention to detail
Knowledge of OSHA regulatory standards

Responsibilities

Grow Service Business: Work on service leads, prepares and presents customers with competitive quotes for service contracts/ Ad hoc services and follow up till closure.
Take necessary service initiatives to ensure service revenue targets are met for their respective region.
Provide a 3-month rolling forecast each month on service revenue estimates.
Provide Best-in-class Service Delivery: Perform on-site quality audits, meet with customers' key personnel to build rapport, visit lost-customers and dis-satisfied customers to ensure service execution and customer satisfaction is best-in-class.
Review, verify, and invoice completed service jobs within 2 days of delivering the service.
Ensure service / troubleshooting are done right the first time.
Build strong processes to ensure breakdown and restoration are done within 8-hours.
Build and Manage an Effective Field Service Workforce: Hire effective Field Service technicians as per budget to ensure sufficient & competent resources are available to execute field service.
Co-own technician's utilization % with the Service coordination team
Oversight on technician incentive programs
Review and approve technician's general and service time, and approve PTOs
Offer and arrange continuous training for all field technicians and onboarding new service technicians to ensure their skills are constantly enhanced.
Establish and enforce operating procedures and work standards that will ensure adequate performance and personnel safety.
Ensure technicians have the right & up-to-date certifications required to perform their job duties.
Oversee on Local Operations: Perform timely EHS audits in their respective location.
Ensure that trucks, trailers, rental fleet, tools, and shops are clean, up kept, and in working condition.
Communicating with technicians, customers, vendors, and other relevant parties in matters of service, issues, complaints, questions, and requests in a prompt and professional manner.
Performing administrative duties, such as verifying jobs, keeping track of parts sent out / received back in, review service reports, review performance metrics and KPIs, reviewing gas logs, review and approve local operational expenses for AP processing and other tasks.