Senior Service Manager

Responsibilities of the Senior Service Manager:

• Provide input and assist in the evolution of the service organization and structure to achieve operational efficiencies and cost savings.
• Supervise all field service personnel.
• Identify training requirements and oversee the development of training for field service personnel.
• Coordinate and schedule all field service activities and resources to meet customer installations and maintenance schedules.
• Lead the development & implementation of the necessary processes to support field service activities.
• Provide feedback to product management and product development on ways to design future systems that will improve serviceability, customer satisfaction, and/or lower service costs.
• Coordinate with the Project managers and sales team that proper documentation exists on the configuration of all installed systems.
• Ensure service level agreements and contractual obligations are met and monitored.
• Work with customers regarding field complaints and problems
• Own and drive field service customer-satisfaction metrics
• Mentor and maintain a superior level of customer service excellence.
• Assist the sales team in selling of repairs and maintenance contracts.
• Run a profitable group and meet the monthly quota set by the DOM.
• Maintain technical knowledge to assist customers as needed and have access to reference materials to ensure appropriate completion of all work.
• Provide technical support to customers and service staff.
• professionally build customer relationships through solution-oriented communications, service, and telephone support.
• Coordinate a prompt, efficient, and timely flow of paperwork.
• Oversee invoicing procedures with accounting.
• Assist the sales team with the warranty claim process.
• Domestic and global international experience desired
• Ability to work with engineers to plan for engineering changes and new releases.
• Proven ability to hire, train, coach, and manage an effective field service team/maintenance organization.
• Ability to evaluate, select, and manage potential field service partners / sub-contractors.
• Ability to thrive in a dynamic environment and successfully manage multiple priorities and projects with critical deadlines.
• Extremely professional in terms of appearance and presentation skills
• Excellent written and verbal communication skills – succinct and highly articulate
• Exceptional project management skills
• Well-developed analytical skills
• Passionate about our customers, solution, and team
• Ability to expand in new regions – set up logistics, hire service personnel, and provide training.
• Deep cross-functional experience desired
• Coordinate with the Accounting Department to ensure timely invoicing to customers.
• Collaborate with engineering, project management, and management groups to resolve escalated problems.
• Comply with all safety policies, practices, and procedures.
• Lead positive team efforts to achieve departmental and company goals.
• All other duties as assigned by the supervisor.

Requirements of the Senior Service Manager:

• A (2) year Associate Business Degree / (2) year Technical Degree or equivalent experience in a related field or equivalent combination of education and experience