Service Manager - Field

Job Summary

The Service Manager role is responsible for the management of daily operations and employees within a robust service department. This role collaborates with leadership to develop local market service strategy, and align branch and corporate initiatives, to encourage growth of current business and cultivate new customers.

• Responsible for building strong relationships with customers with face-to-face interaction, as well as building strong working alliances with internal departments or facilities to ensure proper management of the service life-cycles.

• Provide regular direction and coaching to field-based employees to ensure timely service to customers, increased service revenue, and implementation of best practices and optimization of efficient department workflows

• Develop department KPIs, and drive team performance through KPI and profit & loss performance reporting; implement operational process improvements that are aligned with strategic priorities

• Develop and manage project plans in support of the sales and technical service life-cycle, including delegating responsibilities to technical service, and operations staff and holding staff accountable for executing on project deliverables.

• Manage service assets including technician fleet vehicles, tools, parts inventory, and the resolution of inventory variances

• Partner with relevant branch and company departments to develop a successful and healthy Service Department through designing and executing on a team and customer-focused culture by finding the knowledge and skills to bridge operational gaps, creating optimal workflows, and aligning internal processes

• Responsible to ensure our service technicians are compliant with company and regulatory standards (i.e. x-ray compliance, rental equipment reporting, etc.)

• Communicate organization information through department meetings, one-on-one meetings, co-travel, email, and regular interpersonal communication; resolve employee concerns in an effective, prompt, and consistent manner and promote an inclusive environment where different employee perspectives are valued

• Oversee, and effectively lead, branch and team directed change management activities

• Comply with Company and department policies and standards; performs other duties as assigned

• Accountable for team staffing and managing direct reports to include development, performance management, goal setting, and other managerial duties

• Ensures direct reports are aware of and follow ethical business practices and Company’s Code of Conduct to maintain a supportive and productive working environment.

• Bachelor's Degree in Business or related area or equivalent education and/or experience

• 6 years experience in a related industry such as service or warehouse, or in a leadership/management role and

• 2 years management or leadership experience gained through increasingly responsible and mentoring peers within a service department

• Driver's License Required

• Office:
  This position primarily operates in a professional office environment in which team members occupy desks in assigned areas or at meeting/collaboration spaces within the building. The building's primary work areas consist of desks, chairs, computers, and other office equipment and devices for professional services.

• Primary Traveling:
  This position requires traveling to customer locations and providing services and support to customers.

• 60% This position requires traveling to customer locations and providing services and support to customers.

Compensation

The potential compensation range for this role is $85,000 - $105,000. The final offer amount could exceed this range based on factors such as candidate location (geographical labor market), experience, and skills.