Service Manager

FS-Curtis•Houston, TX

About The Position

Responsible for managing the Service Department team of specialists, ensuring sales support service standards are managed and maintained, and customers receive quality product and excellent customer care. This role involves overseeing daily functions, developing procedures, managing workload, analyzing data to improve customer service, mentoring the team, and resolving critical customer issues.

Requirements

Computer skills required: Inventory Software; Microsoft Office; Payroll Systems; Project Management Software
Knowledge of export regulations and documentation requirements
Knowledge of mathematics and basic statistics, including use of Excel for performance tracking
Excellent customer service skills, including phone etiquette and email correspondence.
Firm commitment to excellence and high standards
Proven excellence in teambuilding and leadership skills; able to enhance team productivity and standards of work produced
Excellent verbal and written communications skills including ability to listen attentively and to communicate information clearly and effectively
Interpersonal influence; able to collaborate and work closely with other departments and leadership
Excellent problem solving, process analysis, and improving business practice skills
Outstanding time-management skills with proven ability to manage multiple projects at a time while meeting deadlines
Good judgement skills with the ability to make timely and sound decisions
Detail oriented and highly organized with the ability to prioritize duties and responsibilities
Self-motivated, resourceful and adaptable; able to work independently within team focused environment
Must possess a strong personal desire for improvement and the desire to motivate others to be better tomorrow than they are today
Proficient with Microsoft Office 365 software

Nice To Haves

SAP experience preferred

Responsibilities

Oversee the service technicians’ and customer support agents’ daily functions including phone availability, order processing and account management.
Develop, implement, and maintain departmental procedures, policies and standards.
Manage support team’s workload, communication and implementation of operational changes to increase efficiencies.
Analyze data to determine the company’s level of customer service, define targets and track to ensure visibility and quality customer service.
Improve customer service experience worldwide through data analysis, process improvement, agent development and deployment, and by implementing industry best practices.
Mentor and develop service technicians and foster a collaborative and engaged environment.
Take ownership of critical customer issues and follow through to completion.
Performs other related duties as assigned by management.
Directly and/or indirectly supervises employees.
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.