Service Manager

ALP Industries, Inc.; Rowley (MA); Hybrid; USD 70,000 - 95,000; Full time

Job summary

Lift Solutions is seeking a Service Manager to lead day-to-day service branch operations, coordinating with coordinators, sales staff, and customers to prioritize and execute the work. The role requires adaptability, strong communication, safety focus, and teamwork to deliver high-quality service.

The position involves staffing, scheduling, invoicing, time reviews, payroll, and providing 24/7 on-call support.

Qualifications

• Bachelor's degree in business administration, communications, or related field preferred.
• 2-5 years of work experience in an administrative/office management role.
• Strong written and verbal communication skills to produce reports and assign tasks.
• Flexibility to adjust to changing needs of the office.
• Strong interpersonal skills to interact with all employees.
• Proven leadership ability to manage challenges and oversee staff.
• Strong organizational and time management skills with prioritization.
• Self-starter with drive and initiative.
• Excellent communication and interpersonal skills.
• Proficiency with Microsoft Office suite.

Responsibilities

• Manage adherence to safety program and promote a safety culture.
• Develop and maintain solid customer relationships.
• Resolve issues with service delivery and invoicing.
• Define job expectations and perform pre-job reviews with technicians.
• Assist in collections on outstanding sales as needed.
• Provide 24/7 on-call technician and customer support.
• Forecast and report monthly sales and KPI performance.
• Ensure timely invoicing and entry of orders.
• Manage warranty claims and key account orders.
• Coordinate resources for large projects.
• Travel less than 5%.

Skills

Customer service

Leadership

Communication

Time management

Attention to detail

Microsoft Office

Education

Bachelor's degree in business administration

Tools

Microsoft Office

Job description

Looking to advance your career with a company that values skills? Lift Solutions has an opportunity for you. Lift Solutions provides end-to-end industrial lifting solutions. We offer OSHA compliance inspections, crane equipment, aftermarket services and parts for overhead cranes and other lifting equipment. Lift Solutions is committed to driving progress and efficiency. Our dedication to excellence and customer satisfaction ensures that every industry benefits from our expertise, state-of-the-art technology, and unwavering commitment to sustainability and safety.

The Service Manager is responsible day-to-day service branch operations by working with the coordinators, sales staff, and customers to prioritize and execute the work of the day. We are looking for an individual who is adaptive to a changing environment, good communication skills, strong interpersonal skills, has a safety mindset, and works well within a team.

Duties & Responsibilities

• Manage adherence to company safety program and promotes safety culture.
• Develop and maintain solid customer relationships.
• Resolve issues with service delivery and invoicing.
• Define job expectations (time, work to be completed) and perform pre-job review with technicians.
• Perform weekly GPS Audits.
• Assist in collections on outstanding sales as needed.
• Ensure Service team is delivering high level customer service (VOC) Management.
• Ensure proper staffing levels of service department administration and technicians to meet customer demand.
• Inventory and maintain company equipment including trucks, trailers, lifts, PPE and tools.
• Perform job performance auditing.
• Responsible for Escalation and a point for Urgent Service and after-hours dispatch.
• Work with Service and Inspection Coordinators to optimize scheduling and utilization.
• Review documentation (time entries, service reports) produced by technicians to ensure completeness and accuracy.
• Audit time entries and approves payroll.
• Process and approve Technician time in InspectAll and Paylocity payroll applications.
• Support customers and Sales department in quoting.
• Provide 24/7 on-call Technician and Customer support.
• Forecasting and reporting of monthly sales and KPI performance.
• Ensure Invoicing is done on time and within margin expectations.
• Ensure orders enter/exit order book in timely fashion.
• Manages warranty claims.
• Manages key account orders.
• Provide and coordinate resources for large projects.
• Less than 5% travel.

Requirements

Education & Qualifications

• Bachelor's degree in business administration, communications, or experience in a related field preferred.
• 2-5 years of work experience in an administrative/office management role.
• Strong written and verbal communication skills to produce reports, assign tasks, accept instructions.
• Flexibility to help them adjust to new tasks should company or office needs change.
• Strong interpersonal skills to interact positively with all employees.
• Leadership ability to manage challenges and oversee employees.
• Strong organizational and time management skills, and ability to prioritize.
• Must be a self-starter and driven.
• Excellent communication and interpersonal skills.
• Strong problem-solving skills and analytical abilities.
• Must be proficient with Microsoft Office suite.
• Attention to detail to ensure tasks are completed thoroughly and correctly.