Technical Services Manager

POSITION: Service Manager, reports to Branch Manager

OBJECTIVES

• Implement our Technical SOP in order to increase profitability while maintaining a high-level of customer satisfaction.
• Administer and maintain NowCare agreements.
• Create a harmonious and team oriented environment through communication and involvement with all members of the Technical Services team and fair and equitable distribution of workload among staff.
• Recruit, train and maintain an adequate service staff to accommodate workload while reducing the amount of overtime hours being used.
• Track Service Technical staff goals to insure they all are met by the next review period.
• Ability to solve problems quickly.
• Dispatch technical staff to service calls.

PERFORMANCE AND ACCOUNTABILITIES

• Follow up and meet with clients to insure we are providing them with the best service.
• Use AMU to train and discuss plans on maintaining a well-trained technical staff
• Insure all Service Technical staff are OSHA 10 certified or better.
• Assist Project Manager in providing technical staff to complete installations
• Review work orders on a timely basis and provide to admin staff for invoicing.
• Insure Company Fleet of vehicles provided to technical staff are safe and maintained on a regular basis.
• Maintain warehouse and insure we have adequate supply of spare parts in stock.
• Provide training plan for each Field Service Technician.
• Work with corporate office on special requests related to service department.
• Insure branch has On-Call after-hours and weekend emergency Field Service Technician rotation plan.
• Provide assistance with quarterly inventory
• Provide annual reviews for all Field Service Technicians and all other employees under your direction.
• Review Technical Staff efficiency reports with Branch Manager.

QUALIFICATIONS

Highly motivated to insure the success of the company.

• Must have a valid driver's license.
• Software or Network Certifications are a plus.
• Excellent planning & organizing skills.
• Able to work in a pressurized environment and meet deadlines.
• Flexible, high energy, and able to adapt to the changing needs of the business.
• Computer competent in Microsoft Word & Excel. MS Project a plus.
• Ability to write routine reports and correspondence and speak effectively to customers and staff.