Service Manager (Roseland, US)

Service Manager (Roseland, US)

Fulfill an important role in the organization to increase overall profitability of the Service Department, while motivating and assisting the Field Service Technicians to be successful in their role. Accomplish AMI Branch objectives by managing staff and evaluating activities to meet these overall company objectives. The Service Manager reports to the Branch General Manager (BGM) or Branch Leader

Job Responsibilities

  • Direct overall responsibility for profit and loss of the Branch Service Department, and achieving branch operational and service goals.
  • Effective communication that creates a collaborative environment with all parties that the Service Team interacts with, including; Clients, Subcontractors, Branch, Support, and associated Corporate Team personnel.
  • Maintains staff by recruiting, selecting, orienting, and training employees; maintaining a safe, secure, and legal work environment; developing personal growth opportunities.
  • Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.
  • Establishes strategic goals by gathering pertinent service information; identifying and evaluating trends and options; choosing a course of action; defining objectives; evaluating outcomes in line with overall branch and corporate direction.
  • Works with BGM to establish financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
  • Maintains quality service by enforcing quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; recommending system improvements.
  • Maintains professional and technical knowledge by attending educational workshops or training; reviewing professional publications; establishing personal networks; bench-marking state-of-the-art practices; participating in professional societies.
  • Assists with Branch and Service Department related quarterly inventory counts and procedure.
  • Contributes to team effort by accomplishing related results as needed. • Creates a positive work environment for all parties. 
  • Creates effective solutions to meet or exceed client’s expectations through collaborative planning with all necessary and/or related departments within the AMI organization
  • Works with BGP to understand and participate in overall company corporate goals and ensures these goals and objectives are managed into the Service Department.
  • Provide leadership that creates an environment of unity with all inner-office personnel. Service Management requires many facets of the business to operate in harmony including: service dispatch and tracking, project management, technical support, client solution requests and planning.
  • Follows Servicemax expectations by managing dispatching and completes full life cycle of service delivery
  • Additional duties as assigned

Accountabilities and Performance Measures

  • Improves tech efficiency, call time statistics, and profitability as measured on performance metrics
  • Maintains high customer satisfaction ratings that meet and/or exceed company standards
  • Completes required training and development objectives within the assigned time frame

Organizational Alignment

  • Reports to the Branch General Manager (BGM)
  • Works closely and collaboratively with the Administrative Assistant, Project Manager, and Technical Services Team.
  • Works closely and collaboratively with the sales and account teams supported
  • This position will be assigned to support a specific AMI Branch

Qualifications 

  • Performance Management, Service Management, Coaching, Supervision, Quality Management, Budgets, Developing Standards, Highly Effective Communication Skills, Foster Teamwork, Handles High Pressure, Giving Feedback
  • Bachelor’s degree and/or at least five years of management experience. Required to be familiar with the concepts, practices, and procedures of the organization and must have demonstration ability to lead and direct employees
  • PC proficiency

Requirements and Working Conditions

  • This position requires direct management from the branch of responsibility
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