Service Manager

Position Overview
We are looking for an experienced, highly organized, and customer-focused Service Manager to oversee the daily operations of our service department.

The Service Manager will be responsible for managing service requests, supervising and coordinating technicians, overseeing scheduling and dispatching, resolving customer concerns, and ensuring that all service calls are handled efficiently and professionally.
The ideal candidate should have strong leadership, communication, problem-solving, and organizational skills. This position requires someone who can take ownership of service operations, make decisions independently, manage multiple priorities, and ensure that customers receive timely and reliable service.

Key Responsibilities
Service Operations & Management
- Oversee the daily operations of service department.
- Manage incoming service requests and ensure they are handled promptly and efficiently.
- Monitor open service tickets, pending repairs, and unresolved customer issues.
- Ensure service calls are properly documented, updated, and followed through until completion.
- Prioritize urgent service requests and manage escalations.
- Identify operational issues and implement improvements to increase efficiency and customer satisfaction.
- Ensure service department processes and procedures are consistently followed.
- Coordinate with technical support team regarding troubleshooting, equipment errors, and repair recommendations.

Technician Management & Coordination
- Oversee technician scheduling and dispatching.
- Assign service calls based on technician availability, location, and technical requirements.
- Follow up with technicians regarding service updates, diagnoses, parts recommendations, and repair status.
- Ensure technicians provide accurate and complete service rundowns.
- Address scheduling conflicts, technician delays, and other service-related challenges.

Customer Service & Escalation Management
- Serve as the main point of contact for complex or unresolved service issues.
- Provide customers with timely updates regarding service appointments, repairs, and pending parts.
- Maintain strong customer relationships through clear communication and consistent follow-ups.
- Take ownership of difficult service situations and ensure proper follow-through.

Reporting & Administrative Responsibilities
- Maintain accurate service records, customer information, and ticket updates.
- Monitor service department performance, including open tickets, response times, and pending repairs.
- Prepare service updates and reports for management as needed.
- Identify recurring service issues and recommend solutions to improve operations.

Qualifications
- Minimum of 2 years of experience in service management, service coordination, dispatching, technical support operations, or a similar role.
- Previous experience supervising or managing a service team is strongly preferred.
- Excellent verbal and written English communication skills.
- Strong leadership, decision-making, and problem-solving abilities.
- Ability to handle customer escalations and difficult situations professionally.
- Strong organizational skills with the ability to manage multiple service requests and priorities.
- Ability to work independently, take initiative, and make sound decisions.
- Customer-focused mindset with strong relationship management skills.

Why Join Us?
Stable Company: We have been in business for over a decade and continue to grow.
Leadership Opportunity: Take on a key management role and help oversee and improve our service department.
Career Growth: Work with an established company that values initiative, leadership, and long-term professional development.
Long-Term Opportunity: We are looking for a reliable and dedicated individual who wants to build a lasting career with our company.

Work Requirements
Since this is a remote position, applicants must have:
- Reliable high-speed internet connection.
- Reliable power supply; backup power is strongly preferred.
- Noise-canceling headset for professional call quality.
- Dedicated workspace with minimal background noise.
- Comfortable using email, CRM/service management systems, and other online tools.
- Ability to manage a team and coordinate service operations remotely.

How to Apply
Please submit the following:
1. Updated Resume – Highlight your experience in service management, team leadership, customer service, dispatching, and technical service operations.
2. Introduction Video or Vocaroo Voice Recording – Briefly introduce yourself and explain your experience managing service operations, handling customer escalations, and leading a team.
3. Recent Internet Speed Test Screenshot – Must show both download and upload speeds.
Applications without the required information may not be considered.

Ready to Join Our Team?
If you are an experienced, organized, and results-driven professional who enjoys leading teams, solving problems, and ensuring excellent customer service, we would love to hear from you!

Apply now and take the next step in your career as our Service Manager!