Service Manager

Technical Equipment Sales • Cincinnati, OH

3d

About The Position

The Service Manager is responsible for overseeing the technical service operations of the company, ensuring customer satisfaction through timely, efficient, and high-quality service and support. This role includes managing Service Technicians, coordinating installation and maintenance of equipment, handling service scheduling, and acting as a key liaison between customers, vendors, sales teams, and technical support.

Requirements

• 7+ years in supervisory field service management position or related field required.
• Problem solving skills and attention to detail with technical aptitude is required.
• Extensive experience in all aspects of customer/supplier relationship management.
• Strong understanding of customer and market dynamics and requirements.
• Strong project management skills and track record for developing staff.
• Intermediate to advanced level skills in software associated with Microsoft Suite and other related business programs required.
• Exhibit excellent teamwork skills.

Responsibilities

• Direct supervision of field service technicians, service coordinators and parts personnel covering KY/IN/OH/WV/West. PA.
• Manage staff and service schedule daily to ensure resources are effectively utilized.
• Ensure that the technician has a full description of his next task, including new installations.
• Ensure tools and parts that are needed for the tasks are sent before the technicians’ arrival.
• Responsible for the recruiting, management, performance and development of direct-reporting staff.
• Prepare action plans by individuals, as well as by team, for effective customer support.
• Design and implement customer support programs that enable the company to achieve a recognized market leadership position.
• Responsible for annual reviews of Field Service technicians, Service Coordinators and Parts personnel.
• Engage with senior management to develop the financial and strategic goals of the department.
• Visit customers on a regular basis to strengthen relationships with company.
• Implement and track key metrics such as department utilization, first-time fix, response to down machines, performance on new machine installations, etc.
• Ensure closed work orders are billed accurately and in a timely manner.
• Seek growth opportunities with additional value-added parts program additions (ex. PM programs).
• Represent company at annual vendor Service management meetings.
• Provide timely feedback to senior management regarding performance.
• Delegate authority and responsibility with accountability and follow-up.
• Set example for Service teams in areas of personal character, commitment, organizational skills, and work habits.
• Conduct regular coaching and counseling with Parts and Service teams to generate knowledge-based skills required to enhance customer satisfaction.
• Ensure customer commitments are executed as planned to guarantee complete customer satisfaction.
• Take ownership of customer-related problems and coordination with service and other departments when necessary for resolution to assure customer service satisfaction.
• Stay abreast of vendor products and new technology and disseminate information to Parts and Service teams.
• Develop and maintain partner relationships with our machine tool vendors and other third-party vendors.
• Maintain contact with all Customers in the market area to ensure high levels of client satisfaction.
• Adhere to all company policies, procedures and business ethics codes and ensure that they are communicated and implemented within the team.
• Participate in meetings, seminars, and training sessions to stay apprised of new developments in the field.
• Integrate department activity into the services CRM system (Salesforce.com)
• Perform such other related tasks or duties as the company may assign in its discretion.

Benefits

• Competitive starting salary
• Market competitive comprehensive health benefits including a zero premium medical plan offering, vision, dental, and company paid life insurance
• 3+ Weeks’ Vacation to Start
• 10 Company Paid Holidays
• 401(k) retirement plan with company contribution
• Tuition reimbursement
• Employee appreciation events and perks
• Employee Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 101-250 employees