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Service Manager

Service Manager

Hy-Tek IntralogisticsColumbus, OH, US
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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 :

  • Maintenance Certification
  • Service Certification
  • Product Specialist
  • Expert Certification
  • Champion Certification

    • Knowledge, Skills and Abilities :

  • 7+ years’ experience as a service technician, mechanic or similar position is preferred.
  • 2+ years of management experience
  • Highschool diploma or equivalent is required. Technician education in automotive, heavy equipment mechanic, or equivalent experience is preferred.
  • Ability to work without direct supervision.
  • Ability to prioritize tasks with great attention to detail.
  • Demonstrate a high degree of communication when interacting with Hy-Tek customer base and team members.
  • Ability to complete several tasks simultaneously without error.
  • Capable of meeting client expectations / deadlines in a fast-paced environment.
  • Takes initiative and owns the resolution process to satisfy customer needs with little to no direction.
  • Must have a valid driver’s license.

    • Working Conditions :

  • Monday – Friday between the hours of 7am – 5pm.
  • Must be able to lift at least 75 pounds.
  • Must be able to bend, squat, and kneel to work on the Industrial Equipment.
  • This position spends most of the day in the warehouse setting.
  • Some travel to customer locations is required, so outside work may be mandatory.
  • Job requirements listed indicate the minimum level of knowledge, skills, and / or ability necessary to perform the job proficiently. This job description is not an exhaustive statement of duties, responsibilities, or requirements. Employees may be required to perform other job-related duties as requested by their supervisor, subject to reasonable accommodation.
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    Service Manager • Columbus, OH, US