Service Manager

TITLE: Service Manager DEPARTMENT: Service REPORTS TO: Chief Information Officer JOBS REPORTING TO POSITION: Service Engineers Help Desk Coordinator Parts Person Delivery/Setup Personnel JOB SUMMARY Responsible for managing the overall administrative support effort for the Service Division. Ensures that all service calls are answered and dispatched to the appropriate technician to provide the highest level of customer service possible. JOB QUALIFICATIONS Experience: 5+ years management experience in a team environment Skills: Managerial / Administrative Skills Strong Computer Skills Analytical Skills Strong Communication Skills, Both Verbal and Written Team Leadership Skills Ability to Manage Multiple Priorities in a Fast-Paced Environment TEAM CONCEPTS The following principles are representative of the ideals and behavior required of all UTEC employees: Harmoniously work with others to promote teamwork. Assist team members in developing and achieving goals for improving productivity and skill levels. Assist Supervisors by reporting any problem areas concerning Safety, Security, or Regulatory or Disciplinary infractions. Resolve any problems at the individual level, when applicable, through positive interactive communications. Assist other departments in routine/special assignments. JOB RESPONSIBILITIES The following job responsibilities are intended to reflect the major responsibilities of the job, but do not describe the minor duties or other responsibilities that may be assigned from time to time. Requirements are representative of minimum levels of knowledge, skills, and/or abilities. Incumbent will be required to satisfactorily perform all essential functions of the job, with reasonable accommodation considerations for those individuals covered under the Americans with Disabilities Act (A.D.A.) RESPONSIBILITIES Identify cost savings mechanisms throughout the organization and make recommendations for implementation. Encourage sale of preventive maintenance agreements in the course of business. Ensure customer satisfaction by taking proactive steps to problem solve as necessary. React to customer complaints and bring to resolution in a timely manner. Handle customer correspondence. Prepare monthly reports regarding customer accounts. Utilize customer relations skills to maintain a highly professional image of our service organization. Manage the processing of field service work order tickets. Review and reports status of quotas for technicians. Approve expenses submitted by service employees. Process month end accounting reports related to the service division, including reports regarding billing of parts, billable hours, warranties, etc. Oversee the preparation of maintenance agreement proposals. Oversee the service billing process. Maintain pricing updates and reports. Oversee the parts ordering, receiving, distribution, and transfer process. Maintain existing computer files of new equipment and maintenance agreements. Supervise Service Administrators. Present Service Administration Division issues to Management. Handle employee relations issues within the Service Administration Division, utilizing Human Resources as appropriate. Responsible for the human resource functions of hiring, firing, and performance management to include coaching, and progressive disciplinary actions. Provide input monthly to employee newsletter regarding the service division. Track any incentive contests being conducted within the service division. Promote teamwork within the Division and the Company. Oversee that Sharp Platinum Level Service is obtained yearly. Provide leadership and instill high company morale for all employees. ESSENTIAL PHYSICAL-MENTAL FUNCTIONS AND ENVIRONMENTAL CONDITIONS Able to effectively communicate, both orally and in writing. Able to sit and/or stand 2 hours continuously, up to 8 hours per day. Able to understand, relate to, and apply concepts on a continuous basis. Able to remember multiple tasks / assignments given to self and others over long periods of time continuously.