Service Manager

The Service Manager is responsible for overseeing a company’s service department, managing customer interactions, ensuring quality customer support, and maintaining customer relationships by leading a team of service technicians and dispatcher, developing service procedures, and monitoring service metrics to identify areas for improvement, ultimately aiming to deliver exceptional customer service and build customer loyalty; key duties include hiring and training staff, resolving customer complaints, and analyzing customer feedback to drive service quality improvements.

Job Responsibilities

Team Management: Hire, train, and supervise service staff, including customer service representatives and technicians.
Customer Relationship Management: Handle customer inquiries, complaints, and concerns to ensure timely resolution and customer satisfaction.
Service Delivery Oversight: Monitor service operations to ensure adherence to established service standards, including response times and quality of service.
Policy Development: Establish and implement service procedures and policies to streamline operations and improve customer experience.
Performance Monitoring: Track key service metrics such as customer satisfaction ratings, resolution rates, and response times to identify areas for improvement.
Quality Assurance: Conduct quality audits to assess service delivery and identify areas for improvement.
Budget Management: Manage the service department budget, including cost control and resource allocation.
Management Software Management: Maintain ServiceTrade software, invoices, timecards, inventory, deficiency quotes, and customer portal information.
Customer Feedback Analysis: Analyze customer feedback to identify trends and implement necessary changes to improve service quality.
Collaboration: Work with other departments within the company to ensure seamless service delivery and customer satisfaction.

Job Requirements

Excellent communication and interpersonal skills
Strong problem-solving and decision-making abilities
Leadership and team management skills
Customer service focus and ability to build strong customer relationships
Fire Alarm technical experience and knowledge of industry regulations and best practices
Proficiency in data analysis and reporting