Enterprise Central Service Manager

DEX Imaging•Toledo, OH

About The Position

Service Managers leads the field service representatives who perform on-site routine services including installation, maintenance, and repair. Manage the scheduling and training of field service technicians. Handles service contracts and directs support services. Must be mechanically inclined, extremely reliable and trustworthy. They should be comfortable working independently and have excellent communication skills and by performing the following duties.

Requirements

Ability to establish and maintain effective working relationships with employees, businesses and community.
Ability to communicate clearly and concisely both in oral and written form.
Ability to perform duties with awareness and in accordance with the organization's policies and applicable laws.
Associate degree (A. A.); Bachelor’s Degree.
3+ years of related experience and/or training; or equivalent combination of education and experience.

Responsibilities

Develops methods, guidelines, and policies to facilitate efficient service delivery.
Ensure all customer issues are satisfactorily resolved utilizing engineering, manufacturing, and other teams as needed.
Provides input to strategic decisions that affect the functional area of responsibility.
May give input into developing the budget. Capable of resolving escalated issues arising from operations and requiring coordination with other departments.
Develop workflow for the field service team.
Assist in goal setting, skill enhancement and performance reviews activities for field service staffs.
Investigate and resolve any issues resulting from substandard performance.
Ensure company policies and procedures are followed by the staff.
Provide training to service staff as needed.
Provide support and guidance to service staff to ensure timely and quality customer services.
Diagnose errors or technical problems and determine proper solutions.
Produce timely and detailed service reports.
Documents service and installation actions by completing forms, logs, and records.
Operate vehicle in a safely manner and use field automation systems.
Follow all company’s filed procedures and protocols.
Updates job knowledge by participating in educational opportunities; reading professional publications.
Build positive relationships with customers.
Diagnose and support entire machine systems and in assist customers within the field operation and adjustments.
Support service teams in achievement of service goals.
Assist in interviewing and hiring new professionals.
Ensure that the resources are properly trained to meet service objectives.
Oversees company vehicles, inventory and tools in proper working condition.
Maintains knowledge on existing products and pursues additional technical and product knowledge by actively participating in the training programs of the dealership. This includes manufacturer training and on the job training.
Maintains communication with the customer and answers questions relative to the work being performed.
Makes recommendations for additional work that needs to be completed.