Service Manager

**Qualifications**
- College/University Degree
- 4+ years’ proven experience in a Service Management position
- 2+ years’ Project Management experience
- Comprehensive Industry Knowledge
- Exceptional Communication, Conflict Management and Negotiation skills
- Driver’s License and vehicle

**Competencies**

To perform the job successfully, an individual should demonstrate the following competencies:

- Business Ethics - Treat people with respect; Keep commitments; Inspire the trust of others; Work with integrity and ethically; Uphold organizational values; Maintain confidentiality; Ensure punctuality. Maintain awareness and compliance of Company Policies & Procedures.
- Communications - Express thoughts clearly in written form; Articulate verbal thoughts understandably; Demonstrate active listening skills; Comprehend information heard; Use appropriate communication methods; Keep others informed. Maintain positive leadership; Maintain high level of Customer Service within department.
- Conflict Resolution - Maintain calm under pressure; Encourage respectful dialogue; Confront difficult situations without bias; Act within realistic timeframe for resolution; Resolve conflicts through fair negotiation.
- Consistency - Follow through as promised; Confirm people know each other's expectations; arrive to and complete meetings on time; Meet with direct reports in-person or by phone regularly; Change decisions rarely; Show initiative when undertaking tasks; Ability to take, interpret and follow instructions; Maintain control of Service Department and Customer Service while delegating responsibilities.
- Do More with Less - Save money without lowering quality of service; Perform within approved budget; Develop profitable new revenue streams; Identify new ways to lower costs; Identify efficiencies.
- Managing Multiple Priorities - Manage multiple commitments and/or projects; Plan and utilize time efficiently; Respond to changing customer needs; Resolve conflicts to deliver on schedule; Complete work in order of customer priorities. Balance organization, project management, coordination, and prioritization.
- Problem Solving - Identify problems in a timely manner; Gather and analyze information skillfully; Develop alternative solutions; Resolve problems in early stages; Work well in group problem solving situations.
- Teamwork - Contribute to a positive team effort; Balance team and individual responsibilities; Listen attentively and openly to others' views; Give and sincerely accept feedback; Help the team stay focused on key objectives; resolve team conflict before it escalates; place the team's success above own interests.
- Troubleshooting - Anticipate problems; Demonstrate critical thinking skills; Communicate with customers as promised; Use diagnostic tools efficiently and effectively; identify, test, and implement logical solutions.
- Knowledge Advancement & Learning - Attend required training sessions on a regular basis; Strive to learn new products and technologies on own time; Identify and help/teach other technicians when needed; Accept and implement new technology concepts and methods according to company standards and approval processes; Question and Resolve inconsistencies in work according to company standard operating procedures; Achieve training as required.
- Always do the right thing.

**Position Overview**
- Effectively manages Service Department team members, setting clear objectives, evaluating progress, and instilling a high-performance culture with focus on teamwork, service excellence and ownership for resolving customer issues quickly and professionally
- Offer extensive working knowledge of industry standards and practices, including product details and company services offered
- Offer exemplary customer service, including fostering and maintaining customer relationships
- Maintain flow of communication regarding objectives, targets and goals to team
- Remain aware of new product developments and provide tactical direction to the company on customer service and support challenges.
- Quoting and/or purchasing product for Service Department and Customers
- Management of timesheets and expense reports for Service team
- Oversee completion and billing utilization for Service Department
- Development of marketing, networking, and sales within the Service Department
- Assists with or performs administrative and/or technical tasks or repairs when required
- Knowledge of industry regulations, restrictions, and laws, and ensures Service Department adherence
- Management of Service Department team members and evaluations of team, individual and department efficiencies. Meeting and/or exceeding targets and results.
- Resolves Service Department issues and improves current methods to increase productivity and customer service
- Monitors department issues and client complaints to define patterns and work to lessen recurring issues
- Regular audits of work performance (utilization, completion, RHEM,