Service Manager

Job Description

Job Description

Position Summary

The Service Manager is responsible for the overall leadership, performance, and profitability of branch service operations. This position directs all service personnel, oversees operational activities, manages customer relationships, and ensures the efficient execution of service programs. The Service Manager is accountable for achieving service revenue objectives, maintaining high levels of customer satisfaction, ensuring operational excellence, and supporting the continued growth of the business.

Essential Duties and Responsibilities

Leadership & Team Management

• Leads, manages, develops, and motivates service personnel to achieve service performance objectives, productivity goals, and customer satisfaction standards.
• Provides direct leadership and accountability for all branch service operations.
• Recruits, hires, trains, coaches, and evaluates service team members to ensure a high-performing workforce.
• Identifies employee development opportunities and coordinates training programs to advance technical and professional skills.

Operational Management

• Develops and implements service strategies, programs, and initiatives that support company objectives and operational excellence.
• Oversees daily service operations, including scheduling, dispatching, workload planning, customer communication, and work order management.
• Establishes and monitors service performance metrics, ensuring operational efficiency and continuous improvement.
• Maintains compliance with company policies, safety regulations, and operational procedures.

Customer & Business Development

• Serves as the primary point of contact for customer service escalations and ensures prompt issue resolution.
• Partners with sales personnel to strengthen customer relationships and identify opportunities to grow service, battery, and charger business.
• Maintains a strong understanding of market conditions, customer needs, and competitive activity and communicates relevant information to company leadership.
• Supports business growth efforts through exceptional customer service and operational support.

Inventory, Warehouse & Logistics

• Manages branch warehouse operations, inventory accuracy, and product availability, including batteries, chargers, parts, and service equipment.
• Oversees product pickup, delivery, installation, and customer support activities.
• Assist with service logistics to maximize technician efficiency and customer responsiveness.

Facilities & Asset Management

• Oversees branch facilities to ensure a safe, organized, and professional work environment.
• Ensures proper maintenance, condition, and utilization of service vehicles, equipment, and operational assets.
• Coordinates repairs and facility improvements as necessary to support operational effectiveness.

Financial & Administrative Responsibilities

• Manages departmental budgets, expenses, and operational resources to achieve profitability and performance goals.
• Monitors service revenue, labor utilization, inventory management, and operating costs.
• Prepares and reviews operational reports and performance metrics for company leadership.
• Maintains accurate documentation, records, and reporting related to service operations.

Qualifications

• Proven leadership experience in service operations management.
• Strong organizational, planning, and problem-solving skills.
• Excellent communication and customer relationship management abilities.
• Experience managing service personnel, inventory, and operational processes.
• Proficiency with service management software, scheduling systems, and Microsoft Office applications.
• Knowledge of battery, charger, motive power, industrial equipment, or related service industries preferred.

Physical Requirements

• Ability to occasionally lift and move products and materials as required.
• Ability to work in warehouse, shop, and customer environments.
• Ability to operate a motor vehicle and maintain a valid driver's license.

\nCompany Description

This is an opportunity to represent industry-leading power solutions in a growing market focused on reliability, resiliency, and critical infrastructure support. You'll work with established customers while helping expand the company's presence across key industries that rely on uninterrupted power.

Company Description

This is an opportunity to represent industry-leading power solutions in a growing market focused on reliability, resiliency, and critical infrastructure support. You'll work with established customers while helping expand the company's presence across key industries that rely on uninterrupted power.