Service Manager

Socket.dev; Birmingham (AL); On-site; USD 65,000 - 90,000; Full time

Job summary

Socket.dev is seeking a Service Manager to support service technicians and administration across daily operations in Birmingham, Alabama. The role involves supervising technicians and dispatchers, aiding in troubleshooting, and delivering timely service proposals to customers.

You will coordinate scheduling, coaching, and billing inquiries, while ensuring high-quality service and customer satisfaction. Strong computer skills and reliable teamwork are essential.

Qualifications

• High school diploma or equivalent
• Basic math skills
• 5+ years heavy equipment technician experience
• Proficient with computers including Microsoft Office / Windows
• Good interpersonal skills and reliability

Responsibilities

• Oversee daily functions of service technicians, shop technicians, and dispatchers
• Assist technicians with troubleshooting and repairs
• Schedule field visits and coaching for technicians
• Review and deliver service proposals to customers
• Communicate with customers to resolve problems and solutions
• Monitor processes to ensure high quality service and customer satisfaction
• Coordinate with management, accounting, CSS, and customers on billing concerns
• Maintain positive communication with service staff and management

Job description

Description

The position of Service Manager is to support all Service Technicians and Service Administration in all aspects of their work duties.

• Oversee daily functions of service technicians, shop technicians, and dispatchers.
• Assist technicians with troubleshooting and repairs.
• Oversee the daily workload with the dispatchers and assist in scheduling.
• Review and deliver service proposals to customers in a timely manner.
• Communicate with customers as required for problems/solution resolution.
• Continuously monitor dept processes to ensure high quality service and customer satisfaction.
• Schedule customer visits to review quality of repairs/PM’s.
• Work with management, accounting, CSS, and customers on billing concerns.
• Maintain positive communication with service staff and management.
• Schedule field visits with techs to provide coaching and assistance when necessary.
• Utilize resources including technical support from the manufacturer website to resolve repair issues on a same day basis.
• Manage the completion of all service bulletins/campaigns.
• Follow up with all customers on scheduled times and/or discuss additional concerns with quotes and turnaround times.

Requirements

Education and Experience

• High school diploma or equivalent and knowledge of basic math skills.
• Minimum 5 years heavy equipment technician experience.
• Valid driver’s license.
• Efficient with computers and Microsoft Office / Windows software
• Good interpersonal skills, team player, and reliable.

Physical Requirements

• Must be able to multi-task (phone, computer, customers etc.)
• Must be able to lift up to 50 lbs. occasionally and only if required
• Be available to work flexible schedules (Monday – Friday) and overtime if required