Service Manager

Position Title: Service Manager

Position Type: Full-Time

Position Status: Salary; Exempt

Department: Service

Reports To: Senior Vice President of Operations

Job Summary: The Service Manager is accountable for the overall performance of the Service Department. The Service Manager will hire, ensure personnel are trained, and manage the Field Service Engineer (FSE) team, Service Sales Representative, and Service Support Operations Manager to meet defined objectives. The Service Manager will participate in the development of the budget plan, submitting revenue and expense projections, and capital requirements. Responsibilities will be specifically focused on achieving the plan objectives while maintaining FSE utilization and customer satisfaction. The Service Manager will oversee the Service Coordinator and Service Assistant at the corporate headquarters and ensure customer Invoicing, FSE Expense Reports, Field Service Reports (FSR’s) and Preventive Maintenance (PM) Checklists are processed in a timely fashion to meet objectives. The Service Manager will operate a customer-focused organization to ensure customer satisfaction.

Essential Functions:

  1. Leads the service team, which includes hiring, developing, motivating, and administering performance standards to achieve optimal utilization of all service staff.
  2. Keeps FSE’s technical qualifications, training, and skills current, in addition to ensuring FSE’s vendor qualification compliance.
  3. Ensures the establishment and maintenance of an overall company schedule for PM requirements of booked service contracts.
  4. Works directly with the Service Coordinator to receive incoming customer equipment service and preventive maintenance requests, gathers and assesses basic system and problem description information and direct calls and correspondences to appropriate in-house or outside personnel (FSE’s, Service Sales Representative, or Service Support Operations Manager) for support and necessary service activity to meet or exceed customer requirements.
  5. Acts as the Service Management System and Inventory/Service Management System database administrator for the service department, taking accountability for accurate daily entry and completeness of service records, customer information, Service Contract, and Service Contract Renewal entries.
  6. Utilizes the Service Management System database to schedule, track and monitor FSE servicing activities and FSR
  7. Reviews and ensures accurate daily entry of customer billing information and pricing, including labor, travel, parts, shipping and expenses, on submitted FSR’s and PM Checklists being processed for invoice.
  8. Develops, presents, and follows to completion time and material service quotations and estimates in the absence of the Senior Vice President, Service Sales.
  9. Develops, implements, and trains service personnel to policies and procedures.
  10. Performs service personnel performance evaluations at established intervals and develops individual and team goals.
  11. Submits budget projections for revenue and expense and collaborates with executive management to develop financial goals for the service department.
  12. Collaborates with executive management to develop and maintain service business growth and service delivery quality standards.
  13. Responsible for Servicing aspects of new product introduction activities (opportunity review, assessment, planning, implementation).
  14. Accountable for applicable Quality Management System (QMS) document maintenance, establishing processing controls, process monitoring/measurement, performing analysis, key performance indicator (KPI) maintenance, and reporting activities.
  15. Ensures departmental conformance/compliance to applicable QMS and regulator requirements.
  16. Takes necessary actions to ensure QMS continuing suitability, adequacy, and effectiveness.

Additional Responsibilities:

  1. Assists administration with service-related organizational issues, as needed.
  2. Keeps executive management and both in-house and external service team members.
  3. As deemed necessary by management.

 

Skills/Attributes:

  • Effective Verbal & Written Communication
  • Grammatical, Reading & Comprehension Skills
  • Data Base Entry & Keystroke Accuracy
  • Basic Logic/Troubleshooting Skills
  • Ability to Plan & Organize Activities
  • Professional Presence
  • Self-Motivated
  • Confidentiality
  • Ethical Business
  • Practices Cost/Budget Analysis
  • Attention to Accurate Details
  • Computer Literacy
  • Microsoft Office Proficiency
  • Basic Math Aptitude
  • Effective Time Utilization
  • Customer Relations
  • Team Oriented
  • Integrity
  • Leadership Abilities
  • Telephone Etiquette

Physical Requirements:

Must be able to lift a minimum of 40 pounds, requires ability to ambulate frequently, and requires occasional bending, stooping, and reaching above the head.

Education/Training Requirements:

High School Diploma or Equivalent Associates of the Arts Degree in Business or 2yr Technical College Degree Baccalaureate Degree

Certification/License:

Not applicable.

Preferred Experience:

  • Previous management/leadership experience.
  • Previous experience managing budgets.
  • Previous experience as a Field Service Engineer.
  • Prior Salesforce software knowledge/experience.

Please submit your resume and cover letter to info@uni-med.com.

Universal Medical is an at-will employer located in Washington, MO.