Service Manager

Service Manager The Service Manager reports to the General Manager, and is responsible for the management, administration, growth, and profitability of the Service Department, including responsibility for the applicable sections of the corporate strategic plan. Initiative, decisiveness, tact, integrity, judgment, leadership skills and technical knowledge are essential to achieving departmental and corporate goals. Job-related contact can occur virtually with all demographic groups, with the majority of daily contacts being with Air Cybernetics, Inc. employees and departmental customers. Representative duties include: Planning, organizing, controlling, and coordinating all aspects of the Service Department. Training designated employees in proper servicing procedures, practices, and promotion of the Air Cybernetics, Inc. customer satisfaction guarantee philosophy. Scheduling jobs according to the expected complexity of the call against the experience and ability of the available technicians. Working with the Accountant and the General Manager on the collection of problem accounts. Negotiating credit when necessary to build the customer base. Overseeing open account customers when credit limit has been exceeded. Working with other Department Managers, the Owner-Team and the General Manager in support of the corporate goals, mission and vision. Resolving customer complaints in a timely, efficient and cost-effective manner, projecting a professional and customer-friendly attitude. Working with suppliers on issues pertaining to parts performance, reliability, pricing and availability. Providing annual performance appraisals for all Service Department employees. Performing related management-level duties as directed by the General Manager. Managing equipment, special tools, vehicles and parts needs for the Department. Managing the necessary administrative records and controls to protect the interests of the corporation and the customer, to include prompt and accurate invoicing. Implementing quality control procedures for the Service Department to ensure optimal customer service, efficient use of equipment and time, and meeting of departmental strategic and budgetary goals.