Service Manager

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Full Time Orlando, FL, US

Job Title: Service / Account Manage

Department:Service

Reports To:Division Vice President

FLSA Status:Exempt

Position Summary
:

The Service / Account Manager is responsible for managing customer relationships while coordinating day-to-day service operations to ensure timely, efficient, and high-quality service delivery. This role serves as the primary point of contact for assigned customer accounts, overseeing service requests from initiation through completion while working closely with field technicians, customers, and internal departments. The Service / Account Manager is responsible for scheduling resources, maintaining accurate service records, supporting revenue growth through service opportunities, and delivering an exceptional customer experience that promotes long-term customer retention.

Essential Duties and Responsibilities:

• Serve as the primary point of contact for assigned customer accounts and maintain professional relationships through responsive communication and exceptional customer service.
• Receive, review, and coordinate incoming service requests while ensuring complete and accurate documentation of customer needs, equipment information, and job details.
• Create, manage, and maintain service work orders from initiation through completion.
• Schedule and dispatch field technicians based on availability, technical expertise, geographic location, workload, and service priority.
• Monitor daily service schedules and adjust technician assignments as necessary to maximize efficiency, productivity, and customer satisfaction.
• Communicate scheduling updates, service expectations, job details, and customer requirements to technicians and internal stakeholders.
• Provide customers with appointment confirmations, estimated arrival windows, service updates, and timely communication regarding work status.
• Prepare service quotations, estimates, and repair recommendations in accordance with company policies and pricing guidelines.
• Review completed work orders to ensure labor, materials, documentation, and customer information are accurate prior to billing.
• Maintain customer account information, equipment history, maintenance schedules, and service documentation within company software systems.
• Coordinate emergency service requests and prioritize work assignments to meet customer and operational requirements.
• Identify opportunities to promote preventative maintenance agreements, additional services, and long-term customer support solutions.
• Follow up with customers after service completion to ensure satisfaction and resolve outstanding concerns.
• Work collaboratively with technicians, management, vendors, and other departments to support efficient service operations and continuous process improvement.
• Monitor technician utilization, service response times, work order status, and customer satisfaction while supporting departmental performance goals.
• Maintain confidentiality of customer and company information while adhering to company policies, procedures, and safety standards.
• Perform other duties as assigned.

Communicates Effectively: Is effective in a variety of communication settings: one-on-one, small and large groups, or among diverse styles and position levels;
Attentively listens to others;
Adjusts to fit the audience and the message;
Provides timely and helpful information to others across the organization;
Encourages the open expression of diverse ideas and opinions.

Collaborates:Works cooperatively with others across the organization to achieve shared objectives;
Represents own interests while being fair to…