Service Manager

The ideal candidate will provide and maintain excellent customer service and be the frontline service contact for our external customers.

Responsibilities

1. Defining and managing service level agreements with customers.
2. Managing external service providers.
3. Assigning tasks to technicians throughout each workday that are based on SLAs, technician availability, and the technician’s skills.
4. Reviewing both tactical and longer-term metrics for their team and handling performance that is outside of the defined thresholds.
5. developing and implementing service procedures and maintaining customer relationships.
6. Delegating and directing service tasks, monitoring the progress of current projects, and managing service team members to ensure the team's objectives and sales goals are met.
7. Handling customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure repeat customers.
8. Assisting with or performing administrative tasks, such as managing and updating invoices, processing new orders, and tracking inventory.
9. Setting up and maintaining a service desk and evaluating its efficiency.
10. Resolving service desk problems and improving service methods to increase the service desk's productivity and customer service.
11. Monitoring department issues and client complaints to create methods to lessen recurring issues.
12. Auditing work and customer service to ensure the company's high standards, efficiency, and productivity goals are met.
13. Maintaining strong relationships with manufacturers, dealers, and sales representatives.
14. Helping to train new employees in company procedures.
15. Maintaining a strong working knowledge of industry regulations, restrictions, and laws, ensuring the company's adherence to these regulations, and remaining current on the industry's standards and new innovations, materials, tools, and processes.

Qualifications

1. 15+ years’ experience with solar inverter background in service and leading the team.
2. Excellent leadership, communication, sales, and customer service skills.
3. Computer literacy and good organizational skills.
4. Strong creative thinking and problem-solving skills.
5. The ability to work under pressure and handle stress.