The Service Manager is responsible for providing leadership in the Service Department, which includes coordinating the activities of their direct reports to provide service that meets our “Every step of the way” promise. This position is responsible for staffing, coaching and providing feedback to a team of Service & Warranty Support Representatives, while ensuring that the needs of customers are met in a timely, accurate, and professional manner. The Manager must have the ability to constantly and effectively monitor service volumes and workflow, manage customer satisfaction and identify process improvement activities to maintain service levels. The Service Manager should require no supervision and can be self-directed and self-motivated in the day-to-day operations. The position requires a high level of initiative and understanding of the big picture to assist in the company’s future growth.
KEY RESPONSIBILITIES and TASKS:
Ensures compliance with all company policies/procedures
Complete all appropriate paperwork including weekly reporting, and submit to designated management
Maintain broad knowledge of technical and operational practices of roles being supervised and identify areas for process improvement
Complete business-specific training and assessments and is expected to perform back office work a minimum of five hours per week to keep knowledge current
Efficiently answer all phone calls and email communications from both internal and external customers and work in partnership with other supervisors and managers to resolve customer conflicts and concerns
Work with other internal departments to provide input on issues and field concerns that could cause further warranty claims, company defamation or failure to meet our promise of “Every step of the way”
Work diligently and promptly to identify root causes and coordinate/initiate corrective actions to make recommendations and assist with implementation of process improvement opportunities and initiatives
Foster an environment of continuous improvement and development
Ensure the highest levels of productivity within the department by holding regular one-on-one meetings with employees to coach, manage performance, provide feedback, ensure proper employee development, and facilitate change management
Monitor and measure employee performance by monitoring phone and electronic etiquette of agents and providing feedback/coaching to agents for continual improvement
Maintain and/or improve customer relations by providing and encouraging great customer service with current or potential service providers and customers
Ensure customer inquiries related to billing, work order status, estimated time of completion, etc., are promptly and courteously handled providing follow-up as necessary
Provide and/or coordinate training as needed to customers, support reps, and the sales customer service department
Act as first point of contact for internal team members and external visitors to the company and answer questions related to department operating policies
Effectively communicate any changes to policies/procedures to departmental staff
Resolve internal or external conflicts promptly and involve management and HR when necessary/required
Provide field related claim information back to appropriate Supplier(s) (Refrigeration, hardware, etc.) for processing
Review timecards for SST’s and drive proper staff utilization to improve departmental productivity
Complete annual performance reviews and other staff evaluations as needed
Drive service leads to generate new business and customer accounts
Other duties may be assigned as needed
EDUCATION/EXPERIENCE:
High School Graduate, GED, Technical School Graduate or equivalent work experience
Must have strong customer service and interpersonal skills with a strong ability to communicate clearly and effectively through both verbal and written mediums
Demonstrated ability to read, write and communicate effectively to represent company management in a support capacity
Demonstrated ability to be self-directed and an independent problem solver
Strong talent management skills-including coaching, employee development, building effective teams and performance management with a strong ability to resolve conflict constructively
Ability to work in high-pressure situations and deal with conflict, ambiguity, and shifting priorities in a composed and competent manner
Strong organizational and time management skills – ability to manage multiple priorities and delegate when needed
Analytical and problem-solving skills for customer challenges, project work, and systems/process improvements; ability to utilize KPIs and data to manage daily operations
At least 2 years in supervisory or a mentoring role
2+ years’ experience in a Supervisory/leadership role in customer service or call center
3+ years’ experience with a technical product line requiring assembly or field installation preferred
5+ years technical field experience, with strong technical skills in refrigeration and control circuits preferred
SPECIFIC KNOWLEDGE, SKILLS, LICENSES, CERTIFICATIONS, ETC:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization and/or information exists
Proficient in troubleshooting refrigeration, wiring, control circuits and installation errors
Ability to read and interpret documents such as wiring diagrams, service manuals, maintenance instructions, construction blueprints and procedure manuals
Proficiency with Microsoft products and online based software
Ability to expand work hours to meet deadlines and workload fluctuations
Ability to travel as required
PHYSICAL EFFORT
Ability to sit behind a desk for 8 hours
Ability to work on a PC as required
Be on the phone for extended amounts of time
Employee may occasionally lift and/or move items up to 20 pounds
