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Service Manager

Location
Boston, Massachusetts
Posted
3 Sep 2022

The Regional Service Manager is responsible for providing leadership and direction to assigned regional service staff and implementing action plans. The Service Manager manages the overall execution and performance of the field service staff and ensures branch goals and objectives are met. Goals and objectives are aligned with the Regional Service Director and the National Services Organization in terms of supervising employees to ensure schedules are maintained and service responses proceed according to plans, contracts, MSA, schedules and cost estimates. The regional Service Manager will work in accordance with the organization's office policies and procedures, keeping in mind the overall core values of Allied Universal Technology Services.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

  • Supervises the activities and performance of all service customer engagements and retention for all service work. Provides technical support, expertise, leadership, and accountability for service technician staff and customers in assigned geographic area or location.
  • Plans, organizes, manages, schedules, and controls all daily service activities.
  • Supports the Service Director in all hiring, recruiting, retention and training needs for service staff.
  • Supports the Service Director in building and maintaining an effective service organization committed to customer and employee satisfaction and profitable growth.
  • Establishes goals and development plans for all direct reports. Evaluates employee performance and works with the Service Director on salary management.
  • Supervises performance of field service staff and responds to escalated issues in field and internally escalates issues as needed.
  • Communicate management directives to field staff and ensure compliance (WFS, Safety, etc.)
  • Coordinate and liaise with all departments related to service activities.
  • Works with installation team on Install-to-Service turnovers.
  • Develops manpower schedules and loading to ensure contract compliance and prompt service delivery and SLA/Metric Compliance.
  • Follows up on customer satisfaction issues and drives resolution.
  • Engage company resources to resolve customer issues outside of service contract scope.
  • Promotes the securing of MAC and new service contracts.
  • Firstline support & guidance for newer and all technical staff.
  • Responsible for maintaining effective customer communications and to ensure contractual obligations are fulfilled while quickly resolving customer complaints concerning service issues, thereby minimizing customer concerns, and enhancing customer relations.
  • Ensure that fair and effective performance measures are assigned, and that employees are motivated to achieve and / or exceed their assigned goals and objectives utilizing sound management tools and practices.

QUALIFICATIONS: T

  • High school diploma or equivalent is required; Associate's or bachelor's degree preferred
  • 3 - 5 years of experience in Engineering, Project Management or as a Sr. Field Technician (techniques & tools)
  • An equivalent combination of education or experience will be considered.
  • Multiple Industry and Manufacturer Certifications are preferred.
  • Possession of valid state issued driver's license required
  • Proficient with MS Office Suite (Teams, Excel, Outlook, PowerPoint, Project, SharePoint, and Word)
  • Ability to establish and maintain effective working relationships with both internal and external customers.
  • Must be able to manage multiple tasks while meeting strict deadlines.
  • Must be detail-oriented and organized.
  • Strong, planning and reporting skills.
  • Possess excellent verbal, written communication and follow-up skills.
  • Strong analytical and decision-making abilities.
  • Self-motivated with the ability to motivate and influence others.
  • Possess the ability to remotely troubleshoot technical electronic and software-based issues.
  • Ability to manipulate, navigate and utilize electronic web-based service tools to manage all facets of service delivery/productivity/efficiency.

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Details

  • Job Reference: 703137125-2
  • Date Posted: 3 September 2022
  • Recruiter: Allied Universal
  • Location: Boston, Massachusetts
  • Salary: On Application