Service Manager

Description This position is responsible for assisting in the operations department. An individual in this position will be expected to perform additional job-related responsibilities and duties throughout the facility as assigned and or as necessary. ESSENTIAL FUNCTIONS: An individual must be able to successfully perform the essential functions of this position with or without a reasonable accommodation. Retention of 95% of current and future service contract base through contract management, customer visitation, customer satisfaction surveys, customer lead generation, and support of Sales/Service OPS. Includes regular customer account site visits, meetings, and reporting as required by contract. Establishes and creates Service Contract work plan and preventative maintenance schedule and maintenance tasking using the Field Service Management System (FS) to fulfill assigned account commitments. Development of MOPS, SOPS, procedures, and other documentation required to ensure proper execution of installations and services. With Service Coordinator and Support team, help manage the execution of all Service Agreement plans for all assigned service customers providing outstanding customer satisfaction and retention. Works with coordinators to plan manpower skills and availability, documentation, workload balance and resolves schedule conflicts. Works closely with sales on coordinating proposals, sales leads and request for proposals. May support and provide assistance to service salespeople in job take-off, product application, estimating, customer demonstration and performing site surveys and audits. For selected customers, manages the assigned accounts in their entirety. Identifies adds, upgrades, and escalations to assigned agreements to meet customer needs and improve system efficiency. Lead Service Agreement renewals on assigned accounts. Reviews estimates, budgets and financial performance of individual service agreements and portfolio. Updates estimates, and budgets based upon performance analysis. Transitional champion of bringing completed construction jobs into a service agreement execution including participating and/or leading new Service Agreement kick off meeting. Support of Customer Support team including dispatching, invoicing, and service work order management and reporting. Leads quality assurance activities meeting with Service Agreement customers with assigned Sales Representative, as applicable. Ensures customer expectations are met and resolves customer issues in a timely, effective, and professional manner. Manages Service Agreement profitability through achieving plan gross margin levels, billing and collections, and effective cost containment procedures. Involved in estimating reviews of Service Agreements and other proposals before and after proposals and bookings Assists in revenue and staffing forecasting activities. Develop a performance-based culture, both team and individual, to assure continuous improvement and alignment with enterprise vision, mission, and objectives. Drive employee engagement, training, and development in the key areas of safety, quality, and productivity. Provide direct oversight for the field team including supervisors and technicians. Develop and manage the department budget. Ensure regulatory compliance across a range of federal, state, and local agencies. Ensure that all quality and safety standards, specifications and policies are met, drive continuous improvements, and collaborate with the team to drive efficiencies. Develop a culture based on open/honest dialogue and involvement with all team members that demonstrates the value of their input and engagement in improving performance. Drive a culture of high performance and accountability in employee and site safety as well as other aspects of the business. Requirements KNOWLEDGE & SKILLS REQUIRED: Minimum Associate degree in electronics, mechanical systems, computer technology, air conditioning or similar field however an