Service desk manager [h1.location_city]

Job Description

Job Description

The preferred candidate will be responsible for providing scheduling, communication and support for the service department. The candidate should possess excellent problem solving skills when interacting with customers and technicians. A tremendous emphasis is placed on follow through and a positive attitude. Responsibilities include dispatching both emergency requests as well as ongoing maintenance work both in shop and field. Your ability to work effectively under pressure is a must.

Essential Duties

• Answer phones and receive requests for service, quotes and installation.
• Confirm with customer scheduling of work.
• Track progress, check repair status of Technicians to ensure the timely servicing of customer orders.
• Schedule, assign work to Field and Shop Service Technicians.
• Opens and update work orders.
• Analyze customer problems and prepare reports and problem logs as requested.
• Assists in time card entries, reviewing, closing and invoicing work orders.
• Maintains customer files.
• Manages daily KPI’s and P&L’S.
• Works hand in hand with parts and sales managers to create a customer friendly environment.
• Communicates with the credit department to ensure financial needs are met.
• Maintain a professional and proper personal appearance at all times adhering to company policy.
• Flexible to work after hours when needed to meet customer needs.
• Maintain confidentiality relative to pricing, promotion, distribution, inventory, customer lists and financial reports.
• Performs related duties as assigned.

Requirements Qualifications

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and ability required.