Job Title: Service Manager
Company: Price Davis, LLC
Location: Iron Station, NC
About Us: Price Davis, LLC is a leading provider of foodservice equipment repair services. We are committed to delivering exceptional service and ensuring our customers' equipment operates at peak performance. We offer competitive compensation packages, comprehensive health benefits, and a positive work culture that promotes collaboration, innovation, and career advancement.
Job Summary: We are seeking a creative and detail-oriented Service Manager to join our service operations department. As a Service Manager, you will be responsible for managing our company’s service department and providing a high level of customer satisfaction. You will lead and oversee a team of service professionals to deliver outstanding service experiences while optimizing efficiency and productivity. Additionally, you will manage service contracts, track performance metrics, and handle all requests within deadlines.
Objectives of this Role:
- Lead and manage the service department, ensuring efficient service delivery and customer satisfaction.
- Build and maintain solid customer relationships, understanding their needs, and providing personalized service solutions.
- Develop and implement service strategies and procedures to enhance customer experience and meet service objectives.
- Monitor service metrics and analyze customer feedback to identify areas for improvement and implement corrective actions.
- Hire, train, and mentor service staff, fostering a high-performance culture and promoting professional development.
- Act as a point of escalation for complex customer issues, demonstrating good problem-solving skills, and resolving conflicts professionally and effectively.
- Foster a customer-centric culture within the service team, emphasizing empathy, professionalism, and effective problem-solving.
- Drive continuous improvement by identifying and implementing process enhancements to improve service delivery, efficiency, and customer satisfaction.
- Leverage technology and tools to streamline service operations and improve overall service quality.
- Establish a robust feedback loop with customers to gather insights and continuously improve service offerings.
- Work closely with sales, marketing, and product teams to align service strategies with overall business goals.
- Foster a culture of innovation within the service team, encouraging new ideas and approaches to improve service delivery.
Key Responsibilities:
- Lead and manage the service department, including staffing, training, and performance management of service personnel.
- Establish and oversee premium service standards and procedures to ensure consistent and efficient service delivery.
- Monitor and evaluate the service team's performance, providing regular feedback, coaching, and recognition to drive individual and team excellence.
- Ensure timely and accurate completion of service requests, work orders, and documentation, maintaining high attention to detail and quality.
- Monitor and analyze service metrics, such as response time, resolution rate, and customer satisfaction, and take proactive measures to drive continuous improvement.
- Collaborate with other departments to develop and implement strategies to improve customer satisfaction, increase service efficiency, and achieve business objectives.
- Prepare and present regular reports to senior management on service performance, key metrics, and improvement initiatives.
- Proactively identify opportunities for service improvement, recommending and implementing process enhancements, tools, or technologies.
- Stay updated on industry trends, best practices, and emerging technologies in the service field, continuously seeking opportunities to enhance knowledge and skills.
- Oversee the inventory of service parts and equipment, ensuring optimal stock levels and minimizing downtime due to shortages.
- Develop and implement customer education programs to help clients understand the maintenance and care of their equipment.
- Negotiate and manage service contracts, ensuring terms are met and renewals are handled efficiently.
- Implement and maintain quality assurance processes to ensure all service work meets company standards and customer expectations.
- Develop and execute plans to handle service-related crises, minimizing impact on customers and operations.
- Ensure accurate and up-to-date records of all service activities, including work orders, customer interactions, and performance metrics.
- Design and deliver training programs for service staff to keep them updated on the latest industry practices and technologies.
- Develop strategies to enhance customer retention and loyalty through exceptional service delivery.
Required Skills and Qualifications:
- Bachelor's degree in administration, management, hospitality, or a related field.
- 5+ years of experience in service management or a related role, with knowledge of service management principles, processes, and best practices.
- Demonstrated success in customer service, handling complaints, budget management, and effective marketing tactics.
- Proficiency in customer relationship management tools and software for tracking and monitoring service performance.
- Excellent communication and interpersonal skills, building rapport and maintaining positive relationships with customers and internal stakeholders.
- Detail-oriented with a high level of accuracy in data analysis and reporting.
- Exceptional problem-solving and decision-making abilities, with a customer-centric approach to resolving service-related challenges.
- A commitment to delivering outstanding customer service and a passion for exceeding customer expectations.
- Ability to manage multiple projects simultaneously, ensuring timely completion and adherence to quality standards.
- Proficiency in analyzing data and metrics to drive decision-making and continuous improvement.
- Demonstrated ability to deliver exceptional customer service and build long-term customer relationships.
- Ability to adapt to changing circumstances and handle unexpected challenges with ease.
- Commitment to maintaining a safe working environment and ensuring compliance with safety protocols.
Preferred Skills and Qualifications:
- Experience in implementing service improvement initiatives and managing service quality standards.
- Proven record of achieving service-related KPIs and customer satisfaction targets.
- Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment.
- Excellent leadership and people management skills.
- In-depth knowledge of foodservice equipment repair and maintenance, including familiarity with various types of equipment and their operational requirements.
- Strong understanding of financial principles, including budgeting, cost control, and financial reporting.
- Familiarity with service management software, CRM systems, and other relevant technology tools.
- Strong negotiation skills for managing service contracts and vendor relationships.
- Understanding of industry regulations and compliance requirements related to foodservice equipment repair.
Job Type: Full-time
Pay: $70,000.00 - $80,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Referral program
- Vision insurance
Education:
Experience:
- Service Management: 5 years (Required)
Ability to Commute:
- Iron Station, NC 28080 (Required)
Work Location: In person
