Area Service Manager

This role is responsible for the supervision of field service technicians, performance evaluation, coaching & mentoring, development of individual training plans, discipline, reward & recognition, timesheet review and approval, and vacation/personal time approval. A particular focus of this position is to ensure that work plans are sufficient to effectively meet customers' demands and effectively complete the backlog of service work timely and efficiently.

The ASL is responsible for monitoring and improving all aspects of the field technicians' execution of job processes such as; quality of service delivery, understanding of and compliance with service processes, delivery of the Trusted Advisor brand promise, field parts inventory management, and technical competency. The ASL is the first level account/customer support on matters related to service delivery, such as the quality and timeliness of the service delivered

• Review and approve technicians' work hours, overtime, vacation, and personal time
• Collaborate with the scheduling team to ensure that technician resources are being used effectively to meet customers' expectations and complete all work in a safe and timely manner
• Evaluate field technicians' ability to safely deliver a quality service product
• Develop personal and technical training plans for each technician
• Coach and mentor service technicians with the goal of improving customer service & communication skills
• React to customer feedback regarding the quality or timeliness of the service delivery
• Drive behavior and processes to improve the effectiveness of the field service organization as determined by the following KPIs: technician productivity, First Visit Fix Rate, Windshield/Wrench Time