Service Manager

Service Manager - Sonny's Enterprises Inc.

Responsible for the day to day operations and profitability of the Service Department. Ensures the department is resolving service calls in a timely manner and reducing repeat visits. Works closely with other team members to ensure continuous improvements with the Service Deliverables. Service Manager’s responsibilities comprise providing quality services to its clients by ensuring that his/her team is completely satisfied with the services provided.

He/she gives instructions to his/her team members and assists them in developing and planning a workflow.

• Manages the service personnel who perform on‑site routine services including installation, maintenance, and repair.
• Oversees the scheduling and assignment of jobs to employees in the Service Department according to their skills and knowledge.
• Oversees the training of field service representatives. Handles service contracts and directs support services.
• Reviews work orders for completeness and accuracy prior to customer billing.
• Develops methods, guidelines, and policies to facilitate efficient service delivery.
• Ensures all customer issues are satisfactorily resolved utilizing engineering, manufacturing, and other teams as needed.
• Provides input to strategic decisions that affect the functional area of responsibility. May give input into developing the budget.
• Capable of resolving escalated issues arising from operations and requiring coordination with other departments.
• Responsible for the financial performance of the department and achievement of desired metrics.
• Responsible for recruiting, hiring and retaining talented employees and effectively developing department personnel.
• Communicates effectively with customers and resolves billing disputes.
• Looks for opportunities to gain additional business from existing customers and establish relationships with new customers. Exhibits outstanding communication skills and cooperates with other departments.
• Promotes teamwork, maintains a positive attitude and supports the concept of one face to our customers.
• Develops, communicates, enforces and monitors effective Service Department processes to ensure customer satisfaction and improve operational efficiency.
• Uses data to perform root‑cause analysis. Focuses on customer or financial impacts to the business.
• Responsible to develop and mentor Field Service Teams for career development.
• Works independently with minimal supervision.
• Maintains company property in good working condition.
• Supports virtual teams (Service Techs located in different cities across the United States).
• Other responsibilities and duties as assigned by management.

• Experience managing a team of 10+ Service Techs.
• 3+ years of prior management experience requirements.
• High mechanical aptitude, preferably with experience as a Technician previously.
• Excellent people management skills, ability to motivate and manage remote staff.
• Ability to plan and execute on said plan on a daily, weekly, and ongoing basis.
• Self‑motivated person with a positive attitude.
• Requires outstanding analytical and organizational skills.
• Ability to manage a P&L.
• Bachelor’s Degree highly preferred, high school diploma required.

Sonny's Enterprises is the world's largest manufacturer of conveyorized car wash equipment, parts, and supplies. We are the industry leader, recognized and awarded by the International Car Wash Association for innovating new technologies to advance the industry with products proudly designed and built in the USA. Our culture thrives on finding new and better ways to accelerate what’s next. We embrace change and the opportunity it produces to maximize the potential of our most valuable resource — our PEOPLE!

We invite you to explore our opportunities and grow your career with us.

We offer 100% employer paid medical plan. Other optional benefit programs are available to our employees and their families which include: 401(k) match, additional medical plans, dental, vision, flex spending account, short‑term and long‑term disability & life insurance coverage.

Equal Opportunity Employer

Sonny’s is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status and any other legally protected status under federal, state, or local anti‑discrimination laws.

Mid‑Senior level

Contract

Other

Motor Vehicle Manufacturing