Service Manager

The Service Manager serves in a leadership capacity, supporting execution of the company’s strategy, overseeing and aligning the service team’s efforts to achieve company profitability goals, meeting performance targets, supporting sales efforts, and drive exceptional customer satisfaction. This role supports existing business, cultivating new business and ensuring the efficient operation of the service region. The Service Manager plays an essential role in promoting and executing initiatives that align with the company’s strategic objectives and vision.  

1.    Oversee Service Operations (70%)

·       Manage the administrative and operational functions of the Service Department, ensuring efficient and effective operations.

·       Drive total revenue and margin for services by ensuring service projects are completed safely, in accordance with company quality standards, on time, and within budget.

·       Ensure timely invoicing to support customer satisfaction and company goals.

·       Analyze service productivity and profitability, recommending and implementing changes to improve efficiency, customer satisfaction, and financial performance.

·       Ensure compliance with customer policies and standards, company policies, industry standards and regulations, and recommend changes.

2.    Team Leadership and Development (10%):

·       Collaborate with HR and the leadership teams to recruit, develop, and retain service talent.

·       Conduct regular team check-ins and one-on-ones.

·       Conduct annual performance reviews and scheduled check-ins with direct reports.

·       Facilitate development and career growth opportunities for staff.

3.    Service Strategy Implementing (5%)

·       Implement regional vision and strategic plans for the service department in collaboration with the regional sales personnel and leadership teams, aligning with the overall company objectives.

·       Exemplify a deep understanding of the company’s policies, products, services, and competitive offerings.

·       Research and understand regional customers, markets, products, and services.

·       Communicate the company’s service strategy to the service and sales team, ensuring alignment with company goals and operational excellence.

·       Review and communicate service reports for targets, pipelines, and forecasting with the Director of Service.

4.    Customer Communication and Relationship Management (5%)

·       Promote customer satisfaction by collaborating with the sales team and maintaining proactive communication with customers.

·       Proactively address customer concerns and issues to foster long-term relationships.

5.    Inventory and Resource Management (5%):

·       Ensure adequate inventory of tools, vehicles, and resources for productive service operations.

·       Collaborate with other service locations to optimize technician and resource utilization.

·       Implement and support systems to manage stock of minor materials and non-inventory consumables.

6.    Other Duties as Assigned (5%)

·       Perform other duties as required.

·       Keep current on company platforms, training, expenses, and calendars.

• Proven record of results through strategic planning, operational leadership, and cross functional coordination.Strong supervisory and leadership skills.
• Extensive experience with DC solutions, including product installation, maintenance, repair, warranty, and end-of-life.
• Proven achievement in technical installations, including building support at multiple levels within complex customer accounts.
• Extensive experience in Engineering, Furnishing, and Installing (EF&I) services, including surveying, engineering, specifying, and quoting service work.
• Detailed knowledge of electrical codes, safety codes, and industry standards, such as Telcordia, IP72202, and TP76300.
• Broad understanding of the DC Power Industry as it relates to the primary markets the company supports. (Telecom, Data Center, Renewables, and Utility)

Experience managing service operations, including budgeting, expense control, and profitability analysis.

WORKING ENVIRONMENT: Primarily office environment with frequent visits to customer sites and regional APS locations as needed.

Must be able to read, write, speak, and understand spoken English.