Manager Service

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Lead the Scheduling and Dispatch teams to deliver exceptional service to customers and internal stakeholders, ensuring compliance with service level agreements (SLAs).

Monitor daily metrics, holding teams accountable for meeting plan targets, customer satisfaction, and productivity goals.

Oversee the department's budget, ensuring cost-effective operations and adherence to financial targets.

Implement and monitor quality control processes to ensure high standards of service execution.

Identify opportunities for process improvements and implement changes to enhance efficiency and customer satisfaction.

Supervise the case management workflow for the departments, ensuring effective troubleshooting and timely responses to inbound requests.

Develop, modify, and document Standard Operating Procedures (SOPs) to maintain operational efficiency.

Prepare and present weekly performance reports to management, highlighting key metrics and team achievements. Utilize data to make informed decisions and adjust strategies as needed.

Serve as a power user of all relevant software and processes, assisting in the training of employees on the use of necessary tools and programs.

Provide support to field operations to optimize planning and execution.

Collaborate with management to develop processes for new products and services.

Serve as a subject matter expert on company project teams.

Handle escalations by customers and internal stakeholders as necessary. QUALIFICATIONS:

Creative and skilled leader with a proven record of exceeding targets for a high transaction, national service organization.

Ability to obtain, analyze, and interpret large amounts of data.

High level of proficiency in MS Office, JDE, Tableau, IFS Field Service Management or other Field Service Management software.

Well-developed business acumen to effectively guide/influence the priority of various stakeholders while delivering exceptional service to customers.

Strong problem solving, analytical, planning and organizational skills.

Excellent verbal, written and presentation skills to effectively present information and respond to questions from customers, managers and groups of employees. EDUCATION AND TRAINING:

Bachelor's Degree in Business Administration, Engineering, or equivalent work experience. EXPERIENCE:

A minimum of 2 years of experience in a service, scheduling or logistics management role.

Extensive knowledge of tools and techniques for planning service work.

Strong understanding of relational databases. INTERACTION:

This position will interact with all levels of the organization.

COMMUNICATION AND COGNITIVE ABILITIES:

Passion for delivering results.

Willingness/enthusiasm for accepting responsibility and accountability; an "ownership mentality".

Strong work ethic.

Independent worker.

Ability to deal effectively with ambiguity.

High-energy individual.

Ability to foster strong relationships with colleagues/customers.

Recognized as a source of expertise and possessing a distinct point of view.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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