Service Manager (Automotive)

Specialty Products & Insulation • Waltham, MA

316d • $80,000 - $110,000

About The Position

The Technical Service Manager is responsible for overseeing technical support operations, managing service personnel, and ensuring customer satisfaction through efficient service delivery. The hands-on role involves troubleshooting, maintaining service standards, and implementing improvements to enhance technical support functions.

Requirements

• High school diploma/GED or equivalent work experience.
• Previous experience in a similar role.
• Must have mechanical aptitude and previous experience with hands on mechanical skills; electrical experience is a plus.
• Previous supervisory experience.
• Ability to train, supervise, and direct personnel.
• Teamwork, multi-tasking, and leadership skills.
• Proficiency in Microsoft Office (Outlook, Excel, Word) and ERP systems.
• Excellent interpersonal and communication skills.

Responsibilities

• Supervise and guide technical support staff, field service engineers, or technicians.
• Recruit, train, and evaluate team members to ensure high performance.
• Foster a customer-focused and problem-solving culture within the team.
• Oversee technical service operations, ensuring timely and effective customer support.
• Manage service requests, escalations, and resolutions to meet service-level agreements.
• Develop and maintain troubleshooting procedures and best practices.
• Serve as the main point of contact for customer escalations and critical issues.
• Maintain strong customer relationships by ensuring service excellence.
• Gather customer feedback to improve service quality and technical solutions.
• Identify areas for improvement in service delivery and implement effective solutions.
• Work closely with various departments to address and troubleshoot recurring issues.
• Keep up to date with industry trends, technology advancements, and best practices.
• Manage technical service budgets, including staffing, equipment, and training costs.
• Provide reports and insights on service performance, efficiency, and customer satisfaction.
• Track key performance indicators to drive continuous improvement.
• Ensure that safety programs are established and adhered to by all personnel while maintaining a safe, clean, and organized facility.
• Set clear goals and objectives, establishing expectations for continuous improvement.

What This Job Offers

• Job Type: Full-time
• Industry: Wholesale Trade Agents and Brokers
• Education Level: High school or GED