POSITION TITLE: Manager of Service & Maintenance                                    FLSA Status: Exempt

POSITION SUMMARY:

The Manager of Service & Maintenance plays a vital role in overseeing all activities within the service department, ensuring alignment with strategic goals under the guidance of Senior Leadership. This position entails managing assigned staff, planning, and executing service calls, and prioritizing the four key aspects of service management: Customer Service, Task Management, Technical Knowledge, and Communication. The Manager, along with their team, will adhere to uniform processes tailored for the department, addressing all tasks promptly and with a focus on excellence.

KEY RESPONSIBILITIES

Team Leadership:

• Provide leadership and oversight for service department operations, supporting service representatives and coordinating workflow as needed to ensure smooth daily execution.
• Provide training and development opportunities for staff, while effectively managing and assigning tasks to meet deadlines.

Client Collaboration:

• Collaborate with internal and external resources to establish clear guidance on client expectations.
• Maintain up-to-date client files and internal systems in accordance with Cima’s standard protocols and SOPs

Compliance and Process Management:

• Always ensure rigorous compliance with Cima’s processes and operating standards.
• Instill in the team a commitment to serving customer needs daily with warmth and friendliness.
• Champion Cimas core values in all aspects of work

ESSENTIAL DUTIES

Work Order Management:

• Efficiently manage the daily process of individual work orders, ensuring timely delivery of

client requirements and profitable outcomes throughout the lifecycle.

Quote Approval:

• Review and approve all quotes before team members submit them to clients, ensuring accuracy and adherence to contracted rates within Cima’s defined parameters.

Data Management:

• Ensure the team accurately updates all platforms, including 3rd party and Cima’s CRM, within defined SLAs and expectations.

Escalation Resolution:

• Oversee the resolution of escalations and proactively identify plans to prevent future occurrences.

Vendor Management:

• Maintain a comprehensive vendor list, collaborating with others to identify high-quality partners in areas of need. Must be proficient in negotiating skills when identifying and working with vendors.

Meeting Schedule:

• Maintain a structured schedule, including daily team huddles, weekly one-on-one meetings with team members, and weekly meetings with Leadership as required.

Key Account Management:

• Collaborate with leadership in preparing Quarterly Business Reviews (QBRs) for key accounts.

KPI Development and Reporting:

• Contribute to the development of department KPIs, measuring and reporting them to the

leadership at a specified cadence.

Employee Management:

• Conduct employee reviews, administer Performance Improvement Plans (PIPs), and handle disciplinary actions as needed in alignment with HR.

COMPETENCY/SKILLS

• Must be proficient with computer software’s by having a working knowledge of databases and reporting tools such as Microsoft Word, Excel, ERP’s and PowerPoint. 
• Must be comfortable working with and learning various customer platforms as needed.
• Strong attention to detail, well organized and responsive.
• Performs work with a sense of urgency.
• Skilled in negotiating with vendors.
• Ability to work collaboratively with a team as well as independently, capable of meeting deadlines and delegating as necessary.
• Ability to quickly learn and develop new skills.
• Ability to establish meaningful relationships with internal and external stakeholders.
• Strong Written and Oral Communication Skills
• Ability to demonstrate composure under pressure.
• Strong customer service orientation and knowledgeable on how to provide outstanding customer service.

QUALIFICATIONS/REQUIREMENTS:

• 1-3 years of sign maintenance experience.
• Prior experience in leading and/or training a team.

PHYSICAL REQUIREMENTS

While performing the duties of this job, the employee is regularly required to sit for long periods of time; use hands to finger, handle controls (keyboard, phone); and talk or hear. Occasional standing, walking, stooping is required. Occasional lifting and/or moving up to 10 pounds.

Cima Network is an Equal Opportunity employer. In compliance with federal law, all persons hired will

be required to verify identity and eligibility to work in the United States and to complete the required

employment eligibility verification form upon hire.