Service Manager

Responsibilities and duties:

SERVICE:

• Review, development, management, and execution of Service contract.
• Provide overall leadership and direction to service team by setting role, performance expectations, and critical milestones.
• Monitor, identify level Service Staff technical knowledge & skills. Recommend & work on plans to strengthen their refrigeration know-how and grow their experience.
• Meet company and customer requirements, drive timely and clearly communicated decisions and schedules.
• Ensure focus on safety, reliability, cost, and schedule.
• Review, develop and enforce standardized processes and procedures for product issues in the refrigeration field.
• Work with customers to collectively solve system issues and continuously improve customer support levels.
• Provide senior management with solid recommendations for continual operations improvements based on cost benefit analysis.
• Directs, supervises, and manages the performance of the service staff.
• Works closely with internal departments to drive resolution to customer issues.
• Coordinates with other Departmental Managers and Supervisors to share manpower and scheduling.
• Administrative duties as applicable (expense reports, timesheets, etc.)
• To ensure that service department administration systems operate efficiently.
• To accurately evaluate service staff performance, to report on this performance monthly and to accurately forecast short term future business.
• Supervising/ ensure supervision of technicians who perform start-ups, service calls and preventative maintenance on refrigeration systems.
• Conduct regular site inspections.
• Meet with customers as needed.
• Perform other related duties as required.
  
  
  

Accountabilities:

Meets service schedule, deadline and perform the best service in a high and quality standard.

Qualifications:

Bachelors Degree in Engineering or equivalent in any related courses

Years of Experience:

Minimum 10 years related experience and/or training in a managerial role; and/or equivalent field

operations or engineering experience; or equivalent combination of education and experience.

Person Requirements:

• Demonstrate leadership operations and managerial experience.
• Good negotiation skills.
• Supervision skills.
• Strong computer proficiency and experience with AutoCAD software.
• Proven skills in customer and vendor interface.
• Ability to relate to others
• Negotiating skills
• Good motivator
• Time management
  
  
  

Communication and Interaction:

Internal: Staff, Supervisors, Managers

External: Clients, Supplier

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