Service Manager Job Description template
Duties of a Service Manager include providing excellent customer service, resolving complaints, ensuring all service requests are fulfilled, managing staff, and handling payroll and bonuses. Typically, a servant-leader must be a good communicator, problem solver, and manager of people. A Service Manager should also be creative, innovative, and able to multitask.
Service Manager Responsibilities
- Maintain customer database and pipeline
- Analyze and predict service needs
- Identify opportunities for proactive service
- Manage customer account, pipeline, and business development activities to achieve profitability targets
- Create and maintain customer relationships
- Integrate service practices into overall business process and company culture
- Establish protocols for complaint management, escalation, and resolution
- Meet with customer prospects and assist with closing sales
- Work closely with technicians and other service staff to achieve agreed upon goals
- Perform ongoing monitoring of customer accounts to identify early warning signs, resolve issues, and generate new sales
- Maintain accurate records and reports
- Perform other duties as assigned
Objectives
- Oversee, develop, manage, and motivate ongoing service operations
- Maintain a relationship between the company and its service department
- Provide training, direction, and feedback
- Implement new approaches and strategies
- Implement and monitor quality assurance controls
- Define and implement policies and procedures
- Create and implement tools, procedures, and systems
- Ensure company standards are upheld
- Interface with other departments as necessary
Service Manager Skills Needed
- Bachelor’s degree in business administration or related field
- 2+ years experience in service management
- Experience managing and directing service technicians
- Knowledge of repair and maintenance of all HVAC products including installation and repair of heating, ventilation, and air conditioning equipment
- Excellent customer service skills