Technical Service Manager

Technical Service Manager

We are seeking a Technical Service Manager to support the daily operations of our client's Service Department. This role serves as a central point of contact between customers, technicians, service companies, equipment dealers, vendors, and internal teams.

The ideal candidate is organized, technically minded, customer-focused, and comfortable troubleshooting issues while coordinating multiple service needs in a fast-paced environment.

• Monitor equipment startups and warranty service calls.
• Maintain accurate service status and asset tracking information in internal systems.
• Coordinate service activities and ensure technicians and service partners have the information and resources needed.
• Train service companies and equipment dealer sales and service personnel.
• Assist with scheduling, dispatching, and coordinating service needs.

• Serve as a primary contact for customers regarding service inquiries, scheduling, status updates, and follow-ups.
• Communicate professionally with customers and service partners by phone, email, text, and service portals.
• Troubleshoot equipment and service issues with end users and technicians.
• Field service-related calls from consultants, general contractors, HVAC companies, electricians, plumbers, dealers, installers, and end users.
• Work closely with Service Managers, technicians, Sales, Culinary, and other internal departments to ensure smooth workflow and timely resolution of issues.
• Assist with identifying and resolving customer concerns while maintaining a high level of customer service.

• Maintain accurate service documentation and records.
• Utilize Microsoft Dynamics 365 Service Hub to track service activity, trends, and customer feedback.
• Assist in analyzing service trends and operational efficiency.
• Identify opportunities to improve service processes and customer satisfaction.
• Ensure information is accurately documented and communicated across departments.

• High school diploma or equivalent required.
• 2+ years of administrative, technical support, or service coordination experience.
• Experience working in a service-oriented environment strongly preferred.
• Trade school, technical education, or hands-on experience with electrical appliances or equipment.
• Associate or bachelor's degree is preferred but not required.
• Experience with scheduling, dispatching, or service management systems.

• Strong organizational and multitasking abilities.
• Excellent verbal and written communication skills.
• Strong customer service and problem-solving skills.
• Comfortable troubleshooting technical issues and communicating solutions.
• Proficiency with Microsoft 365, Excel, Outlook, and CRM/ERP systems.
• Experience with Dynamics 365 is a plus.
• Ability to prioritize multiple requests and work effectively in a fast-paced environment.
• Strong attention to detail and accuracy.
• Multilingual skills are a plus.

• Primarily office-based with collaboration across multiple departments and service partners.
• May occasionally require after-hours, weekend, or holiday calls.
• Ability to sit and stand for extended periods.
• Ability to occasionally lift up to 50 lbs., including files, small parts, oven stones, and similar items.
• Good vision and manual dexterity for regular computer use.

If you're a customer-focused, organized professional with strong technical problem-solving skills, we'd love to hear from you! Apply today for consideration.