Service Manager (Heavy Equipment)

Introduction

Welcome to the role of Service Manager! In this role, you will be responsible for managing the delivery of service operations and ensuring customer satisfaction. You will lead a team of customer service professionals to provide exceptional service and solutions to our clients. You will be expected to build and maintain customer relationships, collaborate with sales and product teams, and develop and implement strategies to improve customer experiences. With your strong customer-centric focus and leadership abilities, you will be a key player in ensuring the success of our organization. We look forward to the amazing contributions you will bring to this role!

Job Responsibilities

Develop and implement service policies, procedures and standards

Monitor and maintain quality of service

Coordinate and supervise the daily activities of service personnel

Work closely with customers to ensure satisfaction

Handle customer complaints

Develop and manage service budgets

Develop and implement training programs for service personnel

Ensure compliance with applicable laws and regulations

Develop and implement strategies to maximize customer satisfaction

Monitor customer feedback and use it to improve service

Monitor and report on service performance Analyze data to identify areas of improvement

Develop and maintain relationships with external vendors and suppliers

Ensure adherence to safety standards and regulations

Bachelors degree in business or related field

At least 5 years of experience in service management or a related field

Extensive knowledge of customer service principles and practices

Excellent communication and interpersonal skills

Proven ability to develop and maintain relationships with customers, vendors, and staff

Ability to lead, motivate, and mentor a team

Strong problem-solving and decision-making skills

Proficient with Microsoft Office Suite and other relevant software

Ability to handle multiple tasks and work under pressure

Strong organizational skills and the ability to meet deadlines

Knowledge of safety and security protocols

Ability to develop and implement service policies and procedures

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