Service Manager

The Service Manager will be responsible for planning, organizing, executing, and coordinating post-installation service engagement. This includes managing post-install project financials, logistics, and maintenance. The Service Manager will also coordinate service engagement with a contact center partner and communicate service status and milestones to stakeholders.

Requirements

• Manage post-install project financials: expense reporting of labor, freight, materials.
• Manage post install project logistics: labor, freight and materials.
• Maintain project fold with system design documentation, bill of materials, and scope of work for each project.
• Coordinate service engagement with contact center partner.
• Communicate service status and milestones to stakeholders.
• Deploy 3rd party contractors and ensure they comply with good workmanship practices, safety and security protocols.
• Establish clear understanding of expectations for service and maintenance.
• Maintain installed systems after project completion.
• Maintaining inventory levels and ensuring proper Return Material Authorization (RMA) procedure is followed.
• Ability to quickly and effectively answer service calls per the defined Service Level Agreement (SLA).
• Be Level 3 onsite support for post installation client issues.
• Provide basic onsite service training to end users or reseller customers.
• Train system integrators on basic troubleshooting and functionality of installed system.
• Provide expertise support for Field Sales and Customer Service agents.
• Respond to field technical issues and answer Level 3 technical calls in person or via phone or email.
• Repair, replace parts onsite to return products to operational status.

Benefits

• Comprehensive, family-friendly healthcare plans (medical, dental, vision).
• 401k retirement plan with a competitive match and plenty of financial support tools.
• Employee Assistance Plan to care for you and your family's mental and behavioral health, balance, and support.
• Financial protection for you and your family (life insurance and disability insurance)
• Rewarding and holistic wellness program.
• Training, professional development, and mentorship
• Full suite of voluntary insurance benefits for financial planning (auto, home, ID protection and legal)