Service Manager
Apply NowCompany: Concept Machine
Location: Illinois City, IL 61259
Description:
SERVICE MANAGER
REPORTS TO: GENERAL MANAGER
LOCATION: CRYSTAL LAKE, ILLINOIS
OFFICE LOCATION - IN OFFICE NOT REMOTE
FLSA STATUS: FULL-TIME EXEMPT
POSITION SUMMARY
Our multi-state capital goods sales and service (distribution) business immediately needs a Service Manager.
SUMMARY OF THE POSITION
Performs a variety of complex support activities within the Field Service Department. Provides oversight and management-level support to field service calibration technicians. Assesses and responds to complex situations where standard procedures have failed to isolate or fix equipment issues. Is strategically and tactically responsible for the closure of all customer's escalated problems and issues within their region. Report reliability and quality problems to appropriate groups within the company. Uses prior experience to resolve non-standard problems. Ensures all training certifications and requirements are maintained in an up-to-date fashion. May train lower-level field service staff. Responsible for overseeing and organizing work performed by direct reports in each area or region.
CORE RESPONSIBILITIES
Manages a team of Field Service Technicians within an assigned territory.
Partners with the Service Dispatch team to ensure effective utilization of field personnel.
Recruits, hires, and manages, and facilitates training through orientation, onboarding, scheduled field visits, and training classes.
Owns all performance management, development, and coaching for all team members.
Recommends and executes hiring, compensation, and other decisions related to conditions of employment in conjunction with Human Resources.
Establishes daily service priorities for service teams within assigned territory in partnership with the Dispatch team.
Leads service team to achieve excellent customer satisfaction.
Coordinates with the Technical Manager to ensure Technician vehicles are properly stocked to achieve the highest possible first-time solution rate.
Reviews and approves expense reports of direct reports.
Establishes close working relationships with Territory Sales Managers, other Regional Service Managers, and other key departmental staff to ensure customer expectations and company service goals are met.
Establishes close working relationships with Concept family companies, to ensure shared adherence to customer expectations.
CORE COMPETENCIES
Demonstrates the highest level of detail orientation, organizational skills, and the ability to multi-task efficiently
Demonstrates a sense of urgency to attain and exceed desired results
Demonstrates a sense of confidentiality
Ability to leverage a variety of resources and work through others
Ability to balance simultaneous projects while meeting assigned project timelines
Advanced oral and written communication skills with the ability to write and edit business correspondence
Able to maintain a high level of confidentiality
Self-directed, detail-oriented, and flexible
Willingness to learn and perform any/all work duties
Forward-looking thinker, who actively seeks opportunities and proposes solutions
Other core competencies will be defined by your direct supervisor/manager
CORE EXPERIENCE AND EDUCATION
High School Diploma or GED and 10+ years of relevant experience, including supervision OR 5 years of relevant experience with a bachelor's degree.
Preferred a master's degree.
10-15+ years' experience in leadership and leading field service technicians.
Preferred 5-7 years of experience with people leadership.
Exceptional leadership, interpersonal communication, and relationship-building skills,
Ability to handle and prioritize multiple tasks, work under pressure, and meet all deadlines,
Exhibit a high level of professional conduct, integrity, and accountability,
Must have the ability to make recommendations to effectively resolve problems or issues, by using wise judgment that is consistent and partner with upper management and HR.
Proficient in Microsoft Office
Knowledgeable in Salesforce within the Field Service area.
Valid Driving license.
Ability to travel as needed for the role, estimated at 10-25%
REPORTS TO: GENERAL MANAGER
LOCATION: CRYSTAL LAKE, ILLINOIS
OFFICE LOCATION - IN OFFICE NOT REMOTE
FLSA STATUS: FULL-TIME EXEMPT
POSITION SUMMARY
Our multi-state capital goods sales and service (distribution) business immediately needs a Service Manager.
SUMMARY OF THE POSITION
Performs a variety of complex support activities within the Field Service Department. Provides oversight and management-level support to field service calibration technicians. Assesses and responds to complex situations where standard procedures have failed to isolate or fix equipment issues. Is strategically and tactically responsible for the closure of all customer's escalated problems and issues within their region. Report reliability and quality problems to appropriate groups within the company. Uses prior experience to resolve non-standard problems. Ensures all training certifications and requirements are maintained in an up-to-date fashion. May train lower-level field service staff. Responsible for overseeing and organizing work performed by direct reports in each area or region.
CORE RESPONSIBILITIES
Manages a team of Field Service Technicians within an assigned territory.
Partners with the Service Dispatch team to ensure effective utilization of field personnel.
Recruits, hires, and manages, and facilitates training through orientation, onboarding, scheduled field visits, and training classes.
Owns all performance management, development, and coaching for all team members.
Recommends and executes hiring, compensation, and other decisions related to conditions of employment in conjunction with Human Resources.
Establishes daily service priorities for service teams within assigned territory in partnership with the Dispatch team.
Leads service team to achieve excellent customer satisfaction.
Coordinates with the Technical Manager to ensure Technician vehicles are properly stocked to achieve the highest possible first-time solution rate.
Reviews and approves expense reports of direct reports.
Establishes close working relationships with Territory Sales Managers, other Regional Service Managers, and other key departmental staff to ensure customer expectations and company service goals are met.
Establishes close working relationships with Concept family companies, to ensure shared adherence to customer expectations.
CORE COMPETENCIES
Demonstrates the highest level of detail orientation, organizational skills, and the ability to multi-task efficiently
Demonstrates a sense of urgency to attain and exceed desired results
Demonstrates a sense of confidentiality
Ability to leverage a variety of resources and work through others
Ability to balance simultaneous projects while meeting assigned project timelines
Advanced oral and written communication skills with the ability to write and edit business correspondence
Able to maintain a high level of confidentiality
Self-directed, detail-oriented, and flexible
Willingness to learn and perform any/all work duties
Forward-looking thinker, who actively seeks opportunities and proposes solutions
Other core competencies will be defined by your direct supervisor/manager
CORE EXPERIENCE AND EDUCATION
High School Diploma or GED and 10+ years of relevant experience, including supervision OR 5 years of relevant experience with a bachelor's degree.
Preferred a master's degree.
10-15+ years' experience in leadership and leading field service technicians.
Preferred 5-7 years of experience with people leadership.
Exceptional leadership, interpersonal communication, and relationship-building skills,
Ability to handle and prioritize multiple tasks, work under pressure, and meet all deadlines,
Exhibit a high level of professional conduct, integrity, and accountability,
Must have the ability to make recommendations to effectively resolve problems or issues, by using wise judgment that is consistent and partner with upper management and HR.
Proficient in Microsoft Office
Knowledgeable in Salesforce within the Field Service area.
Valid Driving license.
Ability to travel as needed for the role, estimated at 10-25%