Service Manager

Job Description

Essential Duties and Responsibilities :

• Support and embrace the Hy-Tek vision, mission, and values.
• Mentor, train and guide Field Service Technician’s (FST). This may include but is not limited to Hy-Tek standards and procedures.
• Work with direct manager to improve group standards, processes and procedures to promote efficiency and best in class client services.
• Responsible for completing performance reviews, approving time off requests, and other administrative tasks.
• Be aware of and practice all rules regarding personal and job site safety.
• Review and verify that all work completed by the team is accurate and meets Hy-Tek standards and procedures.
• Installs new products or enhances existing ones and may provide training and best practices for customers.
• Responsible for managing all service staff.
• Responsible for handling complex customer needs as required.
• Present a professional image and communicate effectively with all customers.
• Manages field service personnel to provide effective on-site support and technical assistance with various products or equipment.
• Plans and oversees installation, troubleshooting, and maintenance of products / equipment to ensure proper function and maximize uptime.
• Oversees the scheduling and training of field service technicians to OEM standards. Handles service contracts and directs support services.
• Develops methods, guidelines, and policies to facilitate efficient service delivery. Reviews service reports to monitor service performance and enhance customer satisfaction.
• Ensures all customer issues are satisfactorily resolved, utilizing engineering, manufacturing, and other teams as needed.
• Responsible for managing direct reports in the day-to-day performance of their jobs.
• Responsible for all other duties as assigned.

Training :

Knowledge, Skills and Abilities :

Working Conditions :