Senior Service Manager

Prioritized Must Have Skills for the Senior Service Manager: 

#1. Proven leadership experience managing domestic and international service operations, with strong team coaching and mentoring abilities.

#2. Excellent customer relationship and communication skills to ensure high levels of satisfaction and service excellence.

#3. Strong project management and analytical skills to coordinate field service activities, resources, and performance metrics effectively.

#4. Solid technical understanding of service processes, maintenance operations, and cross-functional collaboration with engineering and sales teams.

 

Responsibilities of the Senior Service Manager:

The Senior Service Manager is directly responsible for the overall performance of the domestic and international service operations. He/she will manage, coach, support, and coordinate the day-to-day service and repair activities and deliver support to our national and international customer base and field technicians to meet customer service goals. He/she effectively manages all territory activities to ensure delivery of on-site support services by promoting and improving customer satisfaction. The Senior Service Manager promotes teamwork and fosters open and effective communications. He/she actively pursues revenue opportunities while controlling expenses and assigned assets. He/she maintains the existing maintenance base while promoting and pursuing additional contract maintenance, ancillary sales, and other revenue-producing opportunities. The Senior Service Manager must work effectively with other organizations and colleagues. The Senior Service Manager will work on an ongoing daily basis to achieve established goals and processes for the Service group.

 

• Provide input and assist in the evolution of the service organization and structure to achieve operational efficiencies and cost savings.
• Supervise all field service personnel.
• Identify training requirements and oversee the development of training for field service personnel.
• Coordinate and schedule all field service activities and resources to meet customer installations and maintenance schedules.
• Lead the development & implementation of the necessary processes to support field service activities.
• Provide feedback to product management and product development on ways to design future systems that will improve serviceability, customer satisfaction and/or lower service costs.
• Coordinate with Project managers, sales team that proper documentation exists on the configuration of all installed systems.
• Ensure service level agreements and contractual obligations are met and monitored.
• Work with customers regarding field complaints and problems
• Own and drive field service customer-satisfaction metrics
• Mentor and maintain a superior level of customer service excellence.
• Assist the sales team in selling of repairs and maintenance contracts.
• Run a profitable group and meet the monthly quota set by the DOM.
• Maintain technical knowledge to assist customers as needed and have access to reference materials to ensure appropriate completion of all work.
• Provide technical support to customers and service staff.
• professionally build customer relationships through solution-oriented communications, service, and telephone support.
• Coordinate a prompt, efficient, and timely flow of paperwork.
• Oversee invoicing procedures with accounting.
• Assist the sales team with the warranty claim process.
• Domestic and global international experience desired
• Ability to work with engineers to plan for engineering changes and new releases.
• Proven ability to hire, train, coach and manage an effective field service team/maintenance organization.
• Ability to evaluate, select and manage potential field service partners / sub-contractors.
• Ability to thrive in a dynamic environment and successfully manage multiple priorities and projects with critical deadlines.
• Extremely professional in terms of appearance and presentation skills
• Excellent written and verbal communication skills – succinct and highly articulate
• Exceptional project management skills
• Well-developed analytical skills
• Passionate about our customers, solution and team
• Ability to expand in new regions – set up logistics, hire service personnel and training.
• Deep cross functional experience desired
• Coordinate with the Accounting Department to ensure timely invoicing to customers.
• Collaborate with engineering, project management, and management groups to resolve escalated problems.
• Comply with all safety policies, practices and procedures.
• Lead positive team efforts to achieve departmental and company goals.
• All other duties as assigned by supervisor.

 

Requirements of the Senior Service Manager:

• A (2) year Associate Business Degree / (2) year Technical Degree or equivalent experience in a related field or equivalent combination of education and experience

 

Other Key Requirements:

• 100% in-office role, no remote candidates.
• No sponsorships or visa holders.  No Corp-to-Corp.