Milner - Raleigh, NC

posted 5 days ago

Full-time - Mid Level
Raleigh, NC
Computer and Electronic Product Manufacturing

About the position

As a Service Manager, you'll be the face of our company, embodying our commitment to provide exceptional customer service while managing a specific region. You'll handle product escalations, deliver technical support, and assist field technicians with product-related challenges. In addition, you'll offer valuable aid to our warehouse setup crew.

Responsibilities

  • Manage and streamline field operations to ensure a high-quality customer experience.
  • Monitor and strive for continual enhancement of financial and productivity metrics.
  • Detect, troubleshoot, and enhance contracts yielding low profits.
  • Supervise team schedules and ensure adherence to state and local rules.
  • Attend customer meetings to discuss service performance or sales opportunities.
  • Address disciplinary concerns and facilitate the company's performance improvement process.
  • Carry out field inspections, including verifying Total Call Process, firmware, and calibration.
  • Organize and participate in technician field development programs.
  • Schedule training sessions for new and older models and assist with in-house technician training.
  • Collaborate with the dispatch team on call scheduling, assist with service call triage, remote remediation, and manage escalated hardware/network-related service calls.
  • Mentor new technicians and provide necessary support.
  • Facilitate team meetings, gather and distribute technical information.
  • Oversee technician supplies and offer necessary cleaning materials and PPE.
  • Identify improvement areas and coordinate with service leadership for planning and execution.
  • Cultivate professional relationships with both internal and external customers.
  • Offer sales support by notifying sales team about problems or sales leads.
  • Uphold professional demeanor.
  • Assist the Inventory Manager in entering part/supply information for new models while managing supplies for older products.
  • Manage Car Stock and conduct regular physical inventory.
  • Actively seek ways to minimize parts cost and manage the parts budget.
  • Perform other duties as designated by management.
  • Plan all computer-based training courses relevant to the brand of units being serviced.
  • Arrange for attendance at all management-determined classroom training.
  • Show measurable progress in technical abilities, troubleshooting techniques, and productivity.
  • Review and approve timesheets and expenses.
  • Manage and approve overtime, vacation, sick, and personal time.
  • Monitor and adjust car stock levels.
  • Assist with territory alignment and maintenance.
  • Conduct annual/quarterly/monthly staff reviews.

Requirements

  • High School Diploma or equivalent.
  • Certification and Training on a full line of manufacturer's devices.
  • General knowledge of Microsoft Suite and e-Automate.
  • Broad understanding of hardware/connectivity technology and terminology.
  • Valid driver's license and clean driving record.
  • Reliable transportation unless a company vehicle is provided.
  • Comprehensive understanding of network connectivity to print and scan features.
  • Proven record of successfully servicing and troubleshooting business equipment with minimal supervision.
  • Ability to provide field training for team members.
  • Prior leadership experience.

Benefits

  • Employee must complete required courses as described by Human Resources for all employees.
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