Service Manager

Job Title: Service Manager Department: Service

Reports to: General Service Manager Last Updated: 5/2022

Job Summary:

Yale Appliance a leading retailer in Massachusetts is currently seeking a highly skilled individual to oversee the service department in our Norton Operations Center. The Service Manager plays a crucial role in supporting the General Service Manager in overseeing the day-to-day operations of the service department. This position ensures the delivery of efficient and effective appliance repair and maintenance services to our valued customers.

Responsibilities:

• Managing service technicians' and Regional Service Managers schedules and workloads to maximize efficiency and productivity.
• Supervise and guide the activities of Regional Service Managers to maintain high performance standards.
• Provide support in tracking and analyzing service performance metrics, identifying areas for improvement, and implementing necessary changes.
• Handle customer inquiries and promptly resolve service-related issues to ensure exceptional customer satisfaction.
• Offer continuous support and mentorship to foster professional growth and enhance managerial capabilities.
• Ensure strict adherence to safety protocols and industry standards to uphold the highest level of service quality and safety for both customers and technicians.
• Collaborate closely with the General Service Manager to optimize resource allocation and streamline operational processes.
• Assist in the training and development of service technicians to enhance their skills and knowledge.
• Support the General Service Manager in budgeting and forecasting activities, contributing valuable insights and recommendations for departmental improvements.

Qualifications:

• 3 to 6 years supervisor experience
• 3 to 6 years of experience servicing high end appliances (i.e., Sub Zero, Wolf, Thermador)
• Basic electricity and plumbing knowledge
• Possess good communication skills
• Self-motivated, multi-tasking and a team player
• Proven leadership qualities
• PC literate in Microsoft Office applications Excel and Outlook
• English communication skills (verbal & written)
• Customer service skills including listening and reasoning skills
• Empathy, diplomacy, and de-escalation skills
• Organizational and follow-up skills
• Valid driver's license and clean driving record

We offer an exciting work environment in a growing & forward-thinking company, with a comprehensive benefits package.