Technical Service Manager

Technical Service ManagerWe are seeking a Technical Service Manager to support the daily operations of our client's Service Department. This role serves as a central point of contact between customers, technicians, service companies, equipment dealers, vendors, and internal teams.The ideal candidate is organized, technically minded, customer-focused, and comfortable troubleshooting issues while coordinating multiple service needs in a fast-paced environment.Responsibilities:Monitor equipment startups and warranty service calls.Maintain accurate service status and asset tracking information in internal systems.Coordinate service activities and ensure technicians and service partners have the information and resources needed.Train service companies and equipment dealer sales and service personnel.Assist with scheduling, dispatching, and coordinating service needs.Serve as a primary contact for customers regarding service inquiries, scheduling, status updates, and follow-ups.Communicate professionally with customers and service partners by phone, email, text, and service portals.Troubleshoot equipment and service issues with end users and technicians.Field service-related calls from consultants, general contractors, HVAC companies, electricians, plumbers, dealers, installers, and end users.Work closely with Service Managers, technicians, Sales, Culinary, and other internal departments to ensure smooth workflow and timely resolution of issues.Assist with identifying and resolving customer concerns while maintaining a high level of customer service.Maintain accurate service documentation and records.Utilize Microsoft Dynamics 365 Service Hub to track service activity, trends, and customer feedback.Assist in analyzing service trends and operational efficiency.Identify opportunities to improve service processes and customer satisfaction.Ensure information is accurately documented and communicated across departments.QualificationsHigh school diploma or equivalent required.2+ years of administrative, technical support, or service coordination experience.Experience working in a service-oriented environment strongly preferred.Trade school, technical education, or hands-on experience with electrical appliances or equipment.Associate or bachelor's degree is preferred but not required.Experience with scheduling, dispatching, or service management systems.Skills & CompetenciesStrong organizational and multitasking abilities.Excellent verbal and written communication skills.Strong customer service and problem-solving skills.Comfortable troubleshooting technical issues and communicating solutions.Proficiency with Microsoft 365, Excel, Outlook, and CRM/ERP systems.Experience with Dynamics 365 is a plus.Ability to prioritize multiple requests and work effectively in a fast-paced environment.Strong attention to detail and accuracy.Multilingual skills are a plus.Work Environment & Physical RequirementsPrimarily office-based with collaboration across multiple departments and service partners.May occasionally require after-hours, weekend, or holiday calls.Ability to sit and stand for extended periods.Ability to occasionally lift up to 50 lbs., including files, small parts, oven stones, and similar items.Good vision and manual dexterity for regular computer use.If you're a customer-focused, organized professional with strong technical problem-solving skills, we'd love to hear from you! Apply today for consideration.