Service Manager

Service Manager

Miner Ltd, an OnPoint Company, is an industry-leading service and equipment solutions provider with branch-based operations across the country. OnPoint Group has been awarded the Best Managed Companies Award by Deloitte and WSJ for three years running, as well as having been named to the Inc. 5000 Fastest Growing Companies list for eight consecutive years! We believe in challenging the status quo and finding a better way for our customers, which is how we have grown into the company we are today.

Miner drives down the cost of warehousing and materials management operations saving our customers revenue and time by understanding their business, finding efficiencies in their operation, providing faster systems repairs and delivering expertly executed scheduled maintenance. For more than 20 years, Miner has consistently delivered professional emergency maintenance service, equipment analysis and proactive preventative maintenance solutions to companies throughout North America.

Miner solutions leave their customers more time to focus on their core business – not on the business of maintenance and materials management.

The Service Manager will be responsible for providing leadership to the support staff including field service technicians.

Key

Job Responsibilities:

• Communicate job expectations, plans, monitors, and appraises job results.
• Maintain quality service by establishing and enforcing organization standards.
• Monitor personnel requirements and maintain staff by recruiting, selecting, training, coaching, counseling, and disciplining employees.
• Initiate, coordinate, monitor and enforce systems, policies and procedures.
• Facilitate corrections to employees within processes, when necessary.
• Resolve personnel and service problems by analyzing data, investigating issues, identifying solutions, and recommending action.
• Initiate and foster a spirit of cooperation and teamwork within and between departments.
• Complete production plans by scheduling and assigning personnel.
• Achieve positive work results by establishing priorities, monitor work progress, revise schedules, resolve problems, and report results through daily/weekly meetings and reports.
• Maintain safe, clean and organized work environment.
• Educate and direct personnel on the use of all control points, equipment and resources.
• Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, benchmarking state-of-the-art practices, and participating in professional societies.
• Facilitate mentor training for technicians as they train apprentices.
• Facilitate the training of new employees.
• Manage multiple forms of communication (phone calls, text, email, etc.) simultaneously.
• Develop thorough knowledge of the Company's operating standards, policies, directives, and safety instructions pertaining to the assignment.
• Monitor technician reports.
• Other duties as assigned by supervisor.

Key Performance Measurements:

• A score card that reflects performance in areas such as safety, completion time for projects, customer satisfaction, and issue resolution.
• Management of team goals including attitude; diligence; contributions; and willingness & ability to learn new skills and information.
• Growth of existing customer services utilized.
• Driving key business initiatives as the customer needs change.
• Other key metrics prescribed by Miner Ltd. leadership, resulting in positive customer and Company impact.

Requirements:

• Experience managing service personnel.
• Strong management skills.
• Excellent interpersonal skills and a collaborative management style.
• Excellent verbal, analytical, organizational, writing and presentation skills.
• Proven ability to thrive in a fast paced, technology driven service environment.
• Ability to work with individuals from diverse backgrounds and with diverse needs and across remote offices.
• Extensive skills in Microsoft Office Products.
• Exceptional organizational skills.
• Must be results-oriented and demonstrate the ability to work independently and in a team environment as well as to lead and/or participate in cross-functional teams.
• Possess innovative leadership,…