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
• Bachelor's 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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