The Service Manager is responsible for all areas of providing service to the customers in their market. Specifically, the service manager spends the majority of his/her time working in the service department, with the company’s customers via phone and in person, overseeing the dispatch function , and dealing with the field service supervisors and technicians. Coverage of the department is their top concern to maintain a high level of customer service. The Service Manager is responsible for ensuring timely and efficient scheduling of technicians, resolution of customer complaints, proper billings, scheduling and completion of PM’s and installations and communication with other departments as needed.
This individual m ust be able to analyze many variables and choose the most effective course of action given the particular situation. They m ust be able to resolve problems, handle conflict and make effective decisions under pressure. They m ust relate and interact with co-workers, customers, subagents and factory personnel. Customer demands can produce some stressful situations, but these are considered occasional rather than the rule.
Essential Job Functions
Non-essential Job Functions
- A liaison between customers and the service they seek. Evaluate individual customer service issues, create and implement solutions.
- Assist dispatchers with scheduling service calls. Learn to match job with appropriate technician, urgency of call, and location of call. Consider truck inventory and customer preference.
- Monitor technician productivity.
- Technician payroll; monitoring, processing, reporting and sending documents to HR
- Periodically review work orders from technicians. Note work performed, parts installed, time spent on the job, as well as travel time.
- Monitor after hour on-call schedule. Make sure back-up technician procedure is in place.
- Oversee vehicle maintenance and repairs , inspect company vehicles periodically.
- Hold monthly, or more often if needed, meetings with staff. Discuss f inancial g oals, service bulletins, technician efficiency, potential new customers, new programs, manufacturer changes and any other pertinent topics .
- Hold monthly safety meetings on a pre-assigned safety topic , d iscuss and document attendance.
- Monitor OSHA compliance and ensure proper procedures are followed by all employees
- Conduct or oversee all performance appraisals for the staff of their department.
- Recognize individual and general training deficiencies and discuss with the training department to rectify the situation.
- Oversee the shop and its procedures and implement changes to improve: check out procedures for specialized equipment, procedure for monitoring and maintaining shop supplies.
- Travel as required
- Be alert to activities that waste supplies, time and utilities.
- Read and follow company Employee Handbook and safety rules.
- Maintain a positive upbeat image at all times.
- Other duties as needed.
- Requires sitting, standing, bending and reaching.
- May require lifting up to 50 pounds.
- Requires manual dexterity sufficient to operate a computer and other standard office machines.
- Requires normal range of hearing and vision.
Familiarity with commercial kitchen equipment Relevant technical training, licenses and/or certifications (CFESA, EPA, NATE, or HVAC) Commercial cooking equipment repair experience needed
- Must have a High School Diploma or Equivalent · May require lifting up to 50 pounds.
- Must be able to pass a Background & Drug Screening · Requires normal range of hearing and vision.
To apply please email your resume and salary requirements to email@example.com or fax Attn HR 602.507.6051
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