The Service Manager serves as the pivotal leader of the entire Branch Service Department, dedicated to ensuring the highest level of customer satisfaction. The role involves supporting all department personnel and fostering a culture of teamwork throughout the company.
The Service Manager serves as the pivotal leader of the entire Branch Service Department, dedicated to ensuring the highest level of customer satisfaction. The role involves supporting all department personnel and fostering a culture of teamwork throughout the company.
Essential Responsibilities & Expectations:
- Coaching and providing direction to Service Department employees
- Managing Work in Process according to assigned metrics
- Monitoring, enhancing, and maintaining employee performance
- Ensuring efficient job planning, accurate quoting, parts availability, and proper manpower allocation
- Effectively addressing and resolving customer objections and concerns
- Maintaining open communication with customers, updating them on repair statuses as needed
- Monitoring both customer satisfaction and employee morale, and initiating improvements as necessary
- Reducing customer downtime through precise and efficient job planning and execution
- Maintaining clear and effective communication within the company
- Coaching and developing divisional supervisors
- Dispatching technicians as needed
- Ensuring that technicians are aware of and progressing on their career paths and training requirements
Education
Required
High School or Equivalent or better.
Experience
Required
Service experience preferred. Experience using personal computers including Microsoft Word and Excel and basic typing skills are required for this position.