Service Manager, West

Fastems•Los Angeles, CA

39d

About The Position

The Service Manager is responsible for end-to-end coordination and delivery of service operations, acting as the central point of contact between customers, field personnel, technical support, engineering, and back-office functions. In addition, this role provides direct line management for the service team, ensuring performance, development, and effective execution of all service activities.

Requirements

Customer & Service Intake
Resource Planning & Coordination
Project & Service Execution
Spare Parts & Logistics
Technical Support Coordination

Responsibilities

Receive and manage service requests via phone, email, text, and service platforms
Capture and route technical support inquiries and service needs
Schedule on-site service with customers
Communicate scope, timelines, and expectations for site work
Ensure customer requirements for training, compliance, and site access are met
Dispatch field service personnel where required
Ensure technicians and software personnel understand job scope and expectations
Coordinate internal resources across Field Service, Software, and Training teams
Align staffing with customer timelines and project priorities
Manage and coordinate larger upgrade and service projects
Support installation planning, including labor and parts requirements
Add labor estimates to quotes as needed
Track project milestones and ensure delivery against timelines
Provide backlog updates and service visibility when required
Oversee spare parts requests and coordination with customers
Schedule field service visits for installation and replacements
Track parts deliveries and ensure site readiness
Minimize delays through proactive logistics planning
Create and manage cases in Salesforce Service Cloud and route to appropriate technical support teams
Ensure effective handoffs between customer issues and support teams
Coordinate escalation and dispatch of field personnel when on-site support is required
Facilitate communication between support teams and field resources