Service Manager
Phoenix, AZ, United States10h ago
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Key details
- Location
- Phoenix, AZ, United States
- Work style
- Onsite
- Level
- Senior
- Experience
- 3–6 yrs
- Function
- Operations & Strategy
- Focus area
- other
- Posted
- 10h ago
Skills
access controlcustomer serviceinvoicing
About the role
The Service Manager shall oversee the day-to-day operations of the service department. The Service Manager will supervise Service Supervisors, Service Engineers, Specialists, and Associates and provide support, guidance, and mentorship to their subordinates in all matters relating to their duties, technical and non-technical, and making decisions to correct irregularities in the service process. In addition, the Service Manager will perform as a top escalation point of contact within the Service Department.
Essential Functions• Work with Service Coordinators regarding scheduling and dispatch of tickets in their territory.• Delegate and direct service tasks; monitor the progress of all current and pending tickets;• Oversee all services and workspaces in the shop and the field;• Respond to and resolve service tickets;• Consistently deliver incredible customer service experiences by offering knowledge and advice and answering questions and concerns;• Act as the highest local source of information for all service, inventory, and product-knowledge concerns and work process mailers (for both employees and customers);• Manage and update tickets for invoicing;• Communicate and maintain good relations with customers;• Monitor employee work and provide frequent progress reports to improve employee satisfaction and efficiency;• Follow and abide by all industry standards, regulations, and laws;• Help train new employees in company procedures, including safety and work processes;• Stay current on industry standards and any innovations, materials, tools, and/or processes that can benefit the company.• Manage at minimum a team of 2• Other relative duties as assigned
Minimum Qualifications• High school diploma or equivalent;• 3 + years of experience in the physical security/IT field;• Obtain and maintain relevant certifications;• Experience in configuring access control and surveillance systems;• Excellent external and internal communication skills;• Solid organization, attention to detail, and multi-tasking skills;• Success at managing a wide array of tasks and projects and an ability to thrive in a fast-paced work environment.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this role, the employee is regularly required to talk, hear, and see. The employee is frequently required to stand, walk, use hands to handle or feel objects, and reach with hands and arms. This role requires frequent lifting of items weighing 5–25 pounds and occasional lifting of up to 50 pounds. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.
Work Environment
The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this job. This position operates in both a professional office setting and a warehouse environment. The role routinely uses standard office equipment, including computers, phones, photocopiers, filing cabinets, and fax machines. Occasional travel to project sites may be required. Warehouse conditions include proximity to forklifts and other heavy machinery and the use of various tools and hardware. Employees may be subject to frequent heavy lifting and exposure to variable weather conditions, including extreme heat and cold. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.
Qualification Requirements
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed in this job description are representative of the knowledge, skills, and/or abilities required to fulfill the essential functions of the role. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions in accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws.
Essential Functions• Work with Service Coordinators regarding scheduling and dispatch of tickets in their territory.• Delegate and direct service tasks; monitor the progress of all current and pending tickets;• Oversee all services and workspaces in the shop and the field;• Respond to and resolve service tickets;• Consistently deliver incredible customer service experiences by offering knowledge and advice and answering questions and concerns;• Act as the highest local source of information for all service, inventory, and product-knowledge concerns and work process mailers (for both employees and customers);• Manage and update tickets for invoicing;• Communicate and maintain good relations with customers;• Monitor employee work and provide frequent progress reports to improve employee satisfaction and efficiency;• Follow and abide by all industry standards, regulations, and laws;• Help train new employees in company procedures, including safety and work processes;• Stay current on industry standards and any innovations, materials, tools, and/or processes that can benefit the company.• Manage at minimum a team of 2• Other relative duties as assigned
Minimum Qualifications• High school diploma or equivalent;• 3 + years of experience in the physical security/IT field;• Obtain and maintain relevant certifications;• Experience in configuring access control and surveillance systems;• Excellent external and internal communication skills;• Solid organization, attention to detail, and multi-tasking skills;• Success at managing a wide array of tasks and projects and an ability to thrive in a fast-paced work environment.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this role, the employee is regularly required to talk, hear, and see. The employee is frequently required to stand, walk, use hands to handle or feel objects, and reach with hands and arms. This role requires frequent lifting of items weighing 5–25 pounds and occasional lifting of up to 50 pounds. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.
Work Environment
The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this job. This position operates in both a professional office setting and a warehouse environment. The role routinely uses standard office equipment, including computers, phones, photocopiers, filing cabinets, and fax machines. Occasional travel to project sites may be required. Warehouse conditions include proximity to forklifts and other heavy machinery and the use of various tools and hardware. Employees may be subject to frequent heavy lifting and exposure to variable weather conditions, including extreme heat and cold. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.
Qualification Requirements
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed in this job description are representative of the knowledge, skills, and/or abilities required to fulfill the essential functions of the role. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions in accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws.