Service Manager

Service Manager

A Service Manager plays a pivotal role in overseeing technical service operations and managing a team of technicians while ensuring high-quality customer service. They are responsible for effectively communicating with the Service Coordinator and Service Administrator to coordinate daily service activities, including work order assignment, staff scheduling, and performance monitoring. Their skills and duties will encompass technical problem-solving, customer relations, and maintaining operational efficiency. Service Managers strategically plan department goals, track performance metrics, and implement improvement strategies. They bridge communication between service technicians, sales teams, and customers, ensuring smooth workflow and maintaining high service standards. Additionally, this individual will manage department budgets, assist with the procurement of necessary equipment and parts, as well as ensure compliance with industry regulations, making them critical to Delval's service excellence and customer satisfaction.

The list below includes many of the duties, but this list is not all-inclusive :

• Manage, mentor, and develop service technicians.
• Assist the Service Coordinator & Service Administrator on work schedules and responsibilities.
• Conduct performance evaluations.
• Customer Service Orientation and training.
• Jointly support and resolve workforce concerns with Human Resource Manager.
• Work with Human Resources to recruit, hire, and retain qualified Technicians, Welders / Mechanics.
• Promoting a safety-first culture.
• Oversee all aspects of the service group of the assigned office.
• Coordinate with manufacturers on warranty, technical support, and startup of new equipment.

Physical Demands :

Must be comfortable sitting, standing, kneeling, climbing (ladders and stairs), balancing, carrying, stooping, lifting, and being in confined spaces. Must have an active range of motion / strength from spine to ankles. Employee must be able to drive in a car for up to six + hours per day, if needed. Employee must be able to stand on feet for up to 8 hours per day if needed.

Requirements :

5 years + of service / technical management experience. Commercial and Industrial Boiler technical knowledge. Direct experience with the types of products that Delval sells, services, and supports is preferred. Advanced diagnostic, repair, and problem-solving abilities. Able to be clear, efficient, and professional in communication with co-workers, and customers to ensure smooth operations. Able to fluently speak, read, write, and comprehend English. Must have a clean driving record and the ability to pass necessary background checks to gain access to many facilities.