Job Title: Service Manager

Branch: 301

Department: Service

Reports to (Title): Service Manager

Date: 09/03/2024

Company Overview: Milner, Inc. is a vibrant and innovative company that is committed to providing our clients with the best possible service and support. We believe in investing in our employees, prioritizing diversity and inclusion, and giving back to our communities. If you're looking for a dynamic and exciting career in the business technology solutions industry, we encourage you to consider joining our team.

Job Purpose: As a Service Manager, you'll be the face of our company, embodying our commitment to provide exceptional customer service while managing a specific region. You'll handle product escalations, deliver technical support, and assist field technicians with product-related challenges. In addition, you'll offer valuable aid to our warehouse setup crew.

Core Responsibilities: Success in this role hinges on your ability to perform each job responsibility satisfactorily. These duties reflect the essential knowledge, skills, and abilities required to undertake all responsibilities. Please note that the frequency of tasks, their percentage of total work time, and work duration might vary based on department, field assignments, and territorial jurisdiction.

Primary Duties and Responsibilities (75%):

• Manage and streamline field operations to ensure a high-quality customer experience.
• Monitor and strive for continual enhancement of financial and productivity metrics.
• Detect, troubleshoot, and enhance contracts yielding low profits.
• Supervise team schedules and ensure adherence to state and local rules.
• Attend customer meetings to discuss service performance or sales opportunities.
• Address disciplinary concerns and facilitate the company's performance improvement process.
• Carry out field inspections, including verifying Total Call Process, firmware, and calibration.
• Organize and participate in technician field development programs.
• Schedule training sessions for new and older models and assist with in-house technician training.
• Collaborate with the dispatch team on call scheduling, assist with service call triage, remote remediation, and manage escalated hardware/network-related service calls.
• Mentor new technicians and provide necessary support.
• Facilitate team meetings, gather and distribute technical information.
• Oversee technician supplies and offer necessary cleaning materials and PPE.
• Identify improvement areas and coordinate with service leadership for planning and execution.
• Cultivate professional relationships with both internal and external customers.
• Offer sales support by notifying sales team about problems or sales leads.
• Uphold professional demeanor.
• Assist the Inventory Manager in entering part/supply information for new models while managing supplies for older products. Manage Car Stock and conduct regular physical inventory.
• Actively seek ways to minimize parts cost and manage the parts budget.
• Perform other duties as designated by management.

Training (15%):

• Plan all computer-based training courses relevant to the brand of units being serviced.
• Arrange for attendance at all management-determined classroom training.
• Show measurable progress in technical abilities, troubleshooting techniques, and productivity.

Administrative Duties (10%):

• Review and approve timesheets and expenses.
• Manage and approve overtime, vacation, sick, and personal time.
• Monitor and adjust car stock levels.
• Assist with territory alignment and maintenance.
• Conduct annual/quarterly/monthly staff reviews.

EDUCATION REQUIREMENTS

• High School Diploma or equivalent.
• Certification and Training on a full line of manufacturer's devices.

Additional Qualifications Required:

• General knowledge of Microsoft Suite and e-Automate.
• Broad understanding of hardware/connectivity technology and terminology.
• Valid driver's license and clean driving record.
• Reliable transportation unless a company vehicle is provided.
• Comprehensive understanding of network connectivity to print and scan features.
• Proven record of successfully servicing and troubleshooting business equipment with minimal supervision.
• Ability to provide field training for team members.
• Prior leadership experience.

WORK ENVIRONMENT

• Exposures: Moderate Noise, Hazardous Material, Rare Extreme Heat/Cold.
• General office environment. May spend long hours sitting or standing.
• Some physical effort is required which may involve bending, reaching, stretching, or similar activities as well as lifting or moving items weighing up to 60 pounds
• May require travel: Frequent Local, Moderate Out of Town.

SPECIAL REQUIREMENTS

• Employee must complete required courses as described by Human Resources for all employees.
• This description presents the major responsibilities required for this job title. Individual positions may require the performance of additional duties as assigned.

BUDGET RESPONSIBILITIES

• Secure and maintain work environment, PC, Phone and other assigned equipment.