SERVICE MANAGER

Equipment Depot; Dayton (OH); On-site; USD 70,000 - 90,000; Full time

Job summary

Equipment Depot in Dayton, OH is seeking a Service Operations Manager to oversee day-to-day service operations and lead a high-performing, customer-focused team. You will ensure seamless collaboration across service staff and technicians and drive consistent service standards across locations.

You will partner with the Operations Manager to develop short- and long-term plans, manage performance reviews, handle customer requests professionally, and implement Service Automation systems to improve

Responsibilities

• Communicates and promotes Equipment Depot vision within their team.
• Inspires and motivates team members to perform at a higher level.
• Ensures team maintains positive attitude and urgency to exceed customer expectations.
• Monitors and ensures service KPIs related to efficiency, productivity, and customer satisfaction are met.
• Handles disciplinary issues involving personnel when necessary.
• Collaborates with Operations Manager to develop short- and long-term plans and goals for locations.
• Addresses customer requests, concerns and complaints promptly and professionally.
• Conducts performance reviews as required for all reports.
• Identifies organizational trends and develops action plans with Operations Manager.
• Oversees wage administration for direct reports and provides feedback/recognition.
• Supports recruitment and development of the service organization including training assessments.
• Assists in implementing and using the Service Automation system.

Job description

Position Summary

Manages the day-to-day service operations at the local level (service support team and technicians will report directly to this individual). Will be required to assemble and lead a high-performing, customer-focused team. Ensures that his/her people work as a team to provide a hassle-free experience for our customers. Effectively drives change within his/her organization to ensure one consistent way of doing business with other Equipment Depot locations. Achieves business objectives (as measured by Key Performance Indicators) by improving the skills and professionalism within our service operation. Improving the efficiency of his/her service organization will be a key responsibility.

Essential Functions Statement(s)

• Communicates and promotes the Equipment Depot vision and mission within their team.
• Is a positive role model. Inspires and motivates others to perform at a higher level. Treats others with respect.
• Ensures that his/her team performs with a positive attitude and a great sense of urgency in order to exceed customer expectations. Will earn the trust and respect of people both within and outside his/her organization.
• Ensures that service KPI’s (relating to efficiency, productivity, and customer satisfaction) are consistently met.
• Will be required to handle disciplinary issues involving personnel if/when they occur.
• Works with his/her Operations Manager to develop and implement short- and long-term strategic plans, objectives and goals for each location under his/her responsibility, along with a plan of action about how to achieve them.
• Handles customer requests, concerns, and complaints in a prompt and professional manner.
• Completes performance reviews as/when required for everyone within his/her organization.
• Works with his/her Operations Manager to identify trends within the organization or business environment and develop plans to address.
• Wage administration for direct reports.
• Provides feedback/recognition for reports in job functions.
• Assists in the recruiting and development of his/her service organization including training assessments of the service support team.
• Assists in the implementation and use of the Service Automation system.
• Present and maintain a professional image/manner in performing the role.