Service Manager - Service Operations

Reporting directly to the President, the Service Manager will; •Oversee the day-to-day operations of IOS service and ensures that customers' support needs are responded to in a timely and professional manner. Customer satisfaction will be the main focus and goal of all service activity. •Be responsible for achieving BTA benchmarks of technician productivity, callbacks, reschedules, inventory turns, and profitability targets. •Ensure that the IOS service department is current and proficient on all products and new technologies for total document solutions offerings.
REQUIREMENTS
•Ensure customer satisfaction by taking proactive steps to problem solve as necessary. •React to customer complaints and bring to resolution in a timely manner. •Utilize customer relations skills to maintain a highly professional image of our service organization •Identify cost savings mechanisms throughout the organization and make recommendations for implementation. •Track and monitor technicians’ productivity regarding: Calls per Day, Callback %, Reschedule %, 1st Call Efficiency, and Parts usage. •Process month end reports regarding parts usage, technician productivity, shop activity and man-hours required to support, internal network support and product installations. •Oversee the parts ordering, receiving, distribution, and transfer process. •Schedule all shop activity for new machine installations and delivery. •Delegate new installations that require networking to the appropriate staff members. •Approve Bi-monthly time sheets and expenses submitted by service employees. •Determine service department training needs and schedule all necessary training with our vendor partners. •Responsible for the human resource functions of hiring, firing, and performance management to include coaching, and progressive disciplinary actions. •Handle employee relations issues within the Technical Support area, utilizing Human Resources as appropriate. •Promote teamwork within the Service Department and the Company.