Service Manager
Details
All-Ways Elevator, Inc., is looking to hire the right candidate to become a part of our rapidly growing company. We are a local, family owned and operated, full-service Elevator Company specializing in installations, both commercial and residential, maintenance and service on existing equipment, as well as modernization and repairs. We pride ourselves on being a quality run business that truly exemplifies professionalism, craftsmanship, customer service and satisfaction. We are looking for someone who holds true to these qualities. This opportunity will provide many elements for the right individual to utilize their strengths and experience.
Key Responsibilities
- Manage the Service Department and ensure all calls are entered and handled properly daily
- Oversee the elevator shut down list daily and monitor status of returning the elevator to service
- Ensure the completion of all maintenance tickets on a monthly basis
- Proof employee time sheets prior to submitting to payroll
- Coordinate with Field Supervisors regarding time off for field employees
- Approve monthly ON-CALL list for technicians and ensure it is sent out in a timely, accurate manner and manage rolling changes as needed
- Review incoming approved work orders and direct support staff in the procurement of necessary materials
- Manage technicians’ routes and adjust for new technicians and added elevators
- Proof technicians’ daily schedules and its logistics and ensure they are ready for assignment by 3:00 each day
- Confirm if delivery truck is needed for schedules and inform Warehouse Manager by 3:00 daily for following day’s delivery assignments
- Have knowledge of and manage all after hour calls to ensure all calls have either been entered into Company software and clients have been contacted
- Manage the 24/7 service to clients, adjust schedules as needed, inform all necessary parties to ensure customer needs are met
- Review billing of all service calls and repairs and communicate with Accounting Department
- Supervise the purchasing of parts, assign work activities and repairs, monitor work flow to ensure repairs are completed in an efficient and cost-effective manner
- Enforce a transparency policy within the Service Department; ensuring clients are always aware of the status of their elevator and communication lines remain open
- Oversee Code Compliance Coordinators so that jurisdiction related inspections and repairs are completed on time
- Receive follow up tickets and determine if covered by contract or not, and facilitate accordingly
- Coordinate with the Sales Department to ensure repair proposals are being sent out timely
- Identify, report and handle customer complaints or concerns quickly and professionally to maintain excellent customer relationships and ensure longevity of customers
- Direct support staff and sub-contractor(s) who may be required to complete work on behalf of the Company to ensure that all work is performed in a safe and professional manner and in accordance with Company guidelines, contract terms, and insurance requirements
- Running reports and analyzing service call history and taking appropriate next steps
- Work with Field Supervisors to ensure Tool Box Talks are completed weekly
- Work closely with Department Heads and other staff regarding scheduling, quality of work and customer service. Communicate to appropriate parties any problem areas and work to find immediate resolution and maintain the Company’s high level of quality, integrity and customer service
- Identify, report, and assist in the resolution of Employee concerns/complaints
- Conduct performance evaluations, reviews of support staff and field employees
- Perform all aspects of Service Manager responsibilities and other related tasks as the Company deems necessary and/or assigns
Qualifications / Required Skills
- Previous employment in the service industry is a must. We want to see experience in a related field working for a company who provides full service – you must be familiar with a similar or comparable environment
- Exceptional customer service skills
- Three to five years’ Management experience in a fast-paced setting
- Proven ability to identify issues and provide solutions quickly
- Ability to multitask with attention to detail with a high level of accuracy
- Need to be an excellent communicator, execute quickly, delegate tasks, follow up and prioritize
- Proven ability to meet the project demands and deadlines
- Proficient in Microsoft Office applications
- Ability to work independently through self-motivation, as well as being a collaborative team player
- Must be well spoken and exemplify exceptional writing and proofreading skills
- High School Diploma
- Must have a Clean/Valid Driver’s License
* Resume and work experience references must be submitted in order to be considered for this position
* Benefits Package including Health Insurance Benefits, 401K & Paid Time off
* Compensation based on experience
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