The Service Manager has a passion for the trades and will oversee the delivery of high-quality services, manage a team of service coordinator/analyst(s), and maintain excellent customer relationships. The ideal candidate will have strong communication skills, problem-solving and decision-making abilities, and proven experience in a service-oriented role. The Service Manager learns and utilizes best practices to achieve success, operates well in high functioning diverse teams to deliver results, and does so in a way that embraces Waldinger's values and the expectations of the customer. This position will assist the Regional Operations Manager in managing day-to-day operations, driving for results, and striving for continuous improvement in service delivery.
Key Areas of Responsibility
Customer Relations: Work with the team to maintain strong internal and external customer-focused relationships and assist in handling escalated customer issues ensuring timely resolution.
Operational Efficiency: Maintains accurate records of service activities including work orders, outstanding preventative maintenance, quotes, and repair proposals.
Leadership: Mentors direct reports to ensure they have the knowledge and skills necessary to execute daily to the established service level expectations.
Key Competencies for Success
Drives for performance and mitigates issues and concerns timely to leadership.
Assists Technicians and Coordinators with technical problem-solving and resource allocation; includes delivery of materials and supplies to expedite job completion.
Demonstrates strong collaboration skills and reliably follows through on their promises.
Customer Centric
Must maintain strong relationships with customers ensuring that they are satisfied with the services they receive and provide ongoing support when needed.
Prepare regular reports on service performance metrics such as response times, customer satisfaction, outstanding work, and service levels.
Coordinate training opportunities for service staff to enhance safety, technical skills, product knowledge, and customer service capabilities.
Operational Excellence
Able to consistently work under pressure, multitask, and prioritize effectively.
Monitors the financials of service projects by adhering to any service contracts, billing requirements or budgets, allocating resources, and mitigating risks.
Provides gap coverage for team when needed in planning and scheduling to optimize resource allocation.
Monitor service workflow and processes to identify areas for improvement and efficiency gains.
Assists and confirms pricing of maintenance contracts and repair proposals.
Proficiency in software and tools for service management and reporting.
Follows the established best practices to achieve better results, reduce risks, improve efficiency, increase stakeholder satisfaction, and enhance reputation.
We Offer:
Paid holidays
Health, dental and vision insurance
Growth potential with a stable company
Paid vacation
Health club reimbursement
Wellness plan with lifestyle spending account
401k with company match and profit-sharing
Continuing education and advancement opportunities
Tuition reimbursement
Term, AD&D and Dependent Life insurances
Prepaid Legal
The Waldinger Corporation is a full-service mechanical, electrical, sheet metal and service contractor operating under a people-first approach. The Waldinger Corporation has branches throughout the Midwest United States and has built a reputation of success since 1906.
The Waldinger Corporation is an EOE, including disability/vets.
The Waldinger Corporation participates in E-Verify.