Service Manager

Job Description

A Service Manager oversees a service department, managing staff, operations, and customer relationships to ensure efficient service delivery and customer satisfaction. They are responsible for training and motivating service personnel, while also developing and implementing service strategies and monitoring performance metrics.

Key Responsibilities of a Service Manager:

Team Management: Supervising service representatives, providing coaching and feedback, and ensuring effective team performance; strong ability to motivate and guide teams.

Customer Relations: Managing customer interactions, addressing complaints, and building lasting relationships; excellent verbal and written communication skills; ability to quickly identify and resolve customer issues; a deep understanding of customer needs and expectations.

Service Delivery: Overseeing service processes, ensuring adherence to service level agreements (SLAs), and managing service tickets.

Process Improvement: Identifying areas for improvement in service delivery, developing new strategies, and implementing process changes.

Financial Management: Managing service budgets, ensuring cost-effectiveness, and overseeing revenue generation.

Training and Development: Providing training to service staff on new procedures, customer service techniques, and product/service knowledge.

Performance Monitoring: Tracking service metrics, analyzing data, and identifying trends to improve service quality; ability to analyze data and identify trends to improve service.

Communication: Serving as a liaison between the service department and other internal teams, ensuring effective collaboration.

Vendor/Supplier Liaison: Serve as representative of IWT to our portfolio of vendors and suppliers ensuring that IWT meets training and certification requirements while also ensuring our vendor/suppliers provide reasonable support and resources to IWT. This may include serving on professional board and consulting panels.

Skills and Qualities:

Time Management: Effective time management and prioritization skills.

Conflict Resolution: Ability to de-escalate tense situations and find solutions.

Empathy: Understanding and responding to customer needs with empathy.

Systems Experience Desired: Google for Work, IBM AS400, SalesForce, Microsoft Office, ADP Total Source.

Strong emphasis on accuracy and attention to detail. Detail-oriented with a high

level of accuracy.

Strong organizational skills and ability to prioritize tasks and meet deadlines.

Ability to work independently and as part of a team.

Excellent communication and interpersonal skills, both written and verbal.

Must pass background check and credit check if an offer of employment is made and accepted.

Requirements:

Business degree, associates minimum

10 years of experience in a technical service environment

Full-time