Service Manager

Norican Group • LaGrange, GA

20d

About The Position

The Service Manager - Simpson oversees service operations, manages customer relationships, and ensures high-quality customer service delivery. The role leads service teams, develops and implements service procedures, resolves customer issues, manages performance metrics and budgets, and collaborates with other departments to drive service improvements.

The Service Manager ensures services are delivered efficiently and to a high standard; establishes service policies and procedures; monitors service metrics and compliance; hires, trains, supervises, and evaluates service professionals; and works to meet customer expectations and resolve complex issues. The role connects customers with the service team and other departments, manages the service department budget, reports on departmental performance to upper management, implements improvements informed by customer feedback and performance data, and supports engineering and applications teams with OEM and EMP (Equipment Modernization Program) quotes.

Applicants must be authorized to work for any employer in the U.S. Norican Group is an Equal Opportunity Employer and provides fair consideration and equitable treatment in accordance with applicable nondiscrimination laws.

Requirements

• Bachelor's degree in Business or a similar field.
• Five years of management experience required.
• Advanced Microsoft Office skills.
• Experience with MS Project.
• Experience with CRM software.

Nice To Haves

• Microsoft Dynamics 365 preferred.

Responsibilities

• Ensure services are delivered efficiently and to a high standard while maintaining service quality.
• Develop and implement service procedures and policies that guide staff in providing quality support.
• Track service metrics, including response times and resolution rates, and identify areas for improvement.
• Stay informed about industry standards, regulations, and laws, and ensure the company complies with them.
• Hire, train, and supervise service professionals, providing ongoing development opportunities.
• Evaluate employee performance, provide feedback, and direct training initiatives to improve team efficiency and satisfaction.
• Cultivate a motivated and competent workforce focused on excellent customer service.
• Ensure customer expectations are met and foster strong client relationships.
• Act as the primary contact for resolving complex customer issues and complaints.
• Serve as a bridge between customers, the service team, and other company departments.
• Oversee the service department budget and ensure operations remain within financial parameters.
• Compile and analyze departmental performance data and provide comprehensive reports to upper management.
• Implement strategic initiatives and service improvements based on customer feedback and performance data.
• Support engineering and applications teams with OEM and EMP (Equipment Modernization Program) quotes.

Benefits

• Competitive health insurance options
• Employer-paid Short-Term and Long-Term Disability coverage
• Employer-paid life insurance
• Employer-paid critical illness and accidental coverage
• 401(k) with employer match
• Paid vacation and sick time
• Paid holidays
• Annual bonus opportunity

What This Job Offers

• Job Type: Full-time
• Career Level: Manager