We are a perimeter security company providing exceptional customer service and we adhere to the highest possible standards, where outstanding customer service is expected. We are company that puts the customer first every time.
As a Service Manager, you will play a crucial role in Managing, coordinating, optimizing and advancing all service operations. Your duties and responsibilities include:
- Overseeing all members of the service team, including the service dispatcher, field service team members and other members involved in service operations.
- Help develop, implement and monitor service KPIs.
- Assure that all customer calls are answered or returned in a timely manner.
- Scheduling and Dispatching:
- Efficiently schedule and dispatch technicians/crews to designated locations based on predetermined schedules, customer requests, or immediate needs.
- Communication Hub:
- Serve as a central communication hub, relaying essential information such as work orders and messages between work crews, field inspectors, and supervisors.
- Team Coordination:
- Utilize email, telephones and text messages to effectively communicate with team members, ensuring seamless collaboration and timely response to service requirements.
- Problem Resolution:
- Engage in discussions with Service Team members or customers to address and resolve problems, respond to service requests, and coordinate equipment-related inquiries.
- Scheduling Management:
- Prepare daily work schedules, ensuring optimal utilization of resources and adherence to timelines
- Work Order Management:
- Take charge of the preparation and distribution of work orders for crews, as well as receiving work orders from field teams.
- Territory Communication:
- Manage and facilitate communication within assigned company territories, fostering a cohesive and responsive service environment.
- Record Keeping:
- Maintain organized records, including work requests, customer inquiries, completed work orders, charges for services, expenses, and inventory information.
*Insert Mgmt team and Qc/Trainer coord. language*
Key Performance Indicators (KPIs):
1. Response Time to Customer Calls:
- Target: Ensure all customer calls are answered or returned within 30 minutes.
- Measurement: Call logs and customer feedback.
2. Work Order Completion Time:
- Target: Complete 90% of work orders within the scheduled time frame.
- Measurement: Work order records and completion times.
3. First-Time Fix Rate:
- Target: Achieve a first-time fix rate of 80% or higher.
- Measurement: Service reports and follow-up service requests.
4. Service Team Productivity:
- Target: Increase service team productivity by 10% within the first six months.
- Measurement: Number of completed work orders per technician, productivity reports.
5. Cost Efficiency:
- Target: Reduce service operation costs by 5% annually without compromising quality.
- Measurement: Financial reports, expense tracking, and inventory management.
6. Communication Efficiency:
- Target: Maintain a communication response rate of 95% within the first hour of inquiry.
- Measurement: Communication logs (email, phone, text) and response time tracking.
7. Service KPI Monitoring:
- Target: Develop, implement, and review service KPIs quarterly.
- Measurement: KPI reports and performance reviews.
Job Type: Full-time
Pay: $70,000.00 - $75,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Day range:
Shift:
License/Certification:
- Driver's License (Required)
Ability to Commute:
- Mechanicsville, VA 23116 (Required)
Ability to Relocate:
- Mechanicsville, VA 23116: Relocate before starting work (Required)
Work Location: In person