Service Manager, West

The Service Manager is responsible for end-to-end coordination and delivery of service operations, acting as the central point of contact between customers, field personnel, technical support, engineering, and back-office functions. In addition, this role provides direct line management for the service team, ensuring performance, development, and effective execution of all service activities. Customer & Service Intake Receive and manage service requests via phone, email, text, and service platforms Capture and route technical support inquiries and service needs Schedule on-site service with customers Communicate scope, timelines, and expectations for site work Ensure customer requirements for training, compliance, and site access are met Resource Planning & Coordination Dispatch field service personnel where required Ensure technicians and software personnel understand job scope and expectations Coordinate internal resources across Field Service, Software, and Training teams Align staffing with customer timelines and project priorities Project & Service Execution Manage and coordinate larger upgrade and service projects Support installation planning, including labor and parts requirements Add labor estimates to quotes as needed Track project milestones and ensure delivery against timelines Provide backlog updates and service visibility when required Spare Parts & Logistics Oversee spare parts requests and coordination with customers Schedule field service visits for installation and replacements Track parts deliveries and ensure site readiness Minimize delays through proactive logistics planning Technical Support Coordination Create and manage cases in Salesforce Service Cloud and route to appropriate technical support teams Ensure effective handoffs between customer issues and support teams Coordinate escalation and dispatch of field personnel when on-site support is required Facilitate communication between support teams and field resources #J-18808-Ljbffr Fastems