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Service Manager

Position Summary:

Reporting directly to the RM and serving as member of the Regional Operations Management Team, the position of Service Manager is established to direct, plan, organize and control all activities of the Service Department within the defined region, and to ensure the productive, efficient and safe activities of field (and shop if applicable) services. The key objectives of this position are to maximize employee safety, field engineer productivity and utilization, quality customer service, and cost control.

Key Duties and Responsibilities:

The SM is ultimately responsible for the workflow & success of the delivery of service to our customers.

  • Work well in a team oriented environment.
  • Maintain professional composure at all times.
  • Participate in an on-call rotation for after-hours ER dispatches.
  • Follow all company standards and procedures as currently documented.
  • Focus on making every work hour profitable for the company.
  • Provide an excellent example of customer service on all levels for the company.
  • Work in and maintain customer provided on-line portals.
  • Manage field resources and assign PM and service/repair work based on skill set.
  • Manage & direct service coordinators/dispatchers for effective dispatching.
  • Manage work flow of all service requests.
  • Mentor Engineers on all aspects of their position.
  • Review and manage the service request backlog as needed to ensure all requests are correctly prioritized, scheduled and moved through the system efficiently.
  • Review tech time cards to ensure they are being kept up to date in real time.
  • Track all work billable or not for the entire engineer team.
  • Review, revise and annotate the proposed invoices for service rendered.
  • Review all requests for personal time from engineers and ensure they are on the schedule.
  • Review time cards and see them all through the submission and approval process.
  • Plan and schedule any training for the engineers.
  • Schedule and deliver annual performance evaluations for service personnel.

Special Requirements:
Up to 25% travel is required.

Work Environment:

The work environment characteristics described herein are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For the most part, the work environment includes ambient room temperatures, well lit work areas and traditional office equipment as found in a typical office environment. The performance of this position may occasionally require exposure to the warehouse area where certain areas of the warehouse require the use of personal protective equipment such as safety glasses and hard hats.

Physical Demands:

The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Conformance Statement:

In the performance of their respective duties and responsibilities all employees are expected to conform to the following:

  • Perform quality work within deadlines with or without direct supervision.
  • Interact professionally with other employees, customers and suppliers.
  • Work effectively as a team contributor on all assignments.
  • Work independently while understanding the necessity for communicating and coordinating workefforts with other employees and organizations.


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