Overview: The Service Manager will directly support the organization by managing the work quality and efficiency of the Inside Service Team and Field Service Technicians. Direct Reports include the Inside Service Manager, Service Team Leader, and Assistant Field Service Managers for Central, West, and North locations.

RESPONSIBILITIES:

• Make decisions, in conjunction with the Director of Operations, regarding the strategic direction for the Inside and Outside Service Teams.
• Establish, communicate and follow-up on departmental processes and procedures.
• Create efficiency within the department through strong capacity management, process improvement and root cause analysis.
• Drive efficiency with TechSee and other technological tools as developed by RbA corporate or suggested/approved by our team.
• Communicate effectively with cross-functional departments to improve our customer experience.
• Monitor department standards and implement plans to improve departmental productivity and service. This includes regular ride alongs with service techs, written follow up reporting, and follow up.
• Handle escalated customer complaints IMMEDIATELY and urgently provide dispute resolution and get jobs completed and collected. Keep senior leadership informed DAILY on progress of escalated complaints.
• Work with Inside Service Manager to create a cohesive and seamless service process and signature service approach; assure that same service tech is returning to customers home if needed.
• Work with Assistant Field Service Mangers to manage all service parts tool kits for each service technician and implement a system to assure they are always full.
• Work with Assistant Field Service Mangers to manage the location, value, accuracy, and maintenance of the service parts inventory in the warehouse. This includes inspection of parts/materials as they arrive to the warehouse locations.
• Approach every situation with a commitment to our Signature Service Statement and a service ethic that demonstrates that we will always provide outstanding service.
• Keep department KPIs in front of employees regularly, acting on underperforming KPIs and employees that need assistance.
• Must be able to use performance management techniques for departmental and employee management.
• Must have good customer service skills and can communicate well verbally and written with staff and customers.