Service Manager

<strong>We&rsquo;ve spent the past 20 years pushing the boundaries of traditional business. Though we&rsquo;ve evolved from an equipment dealership into an IT and managed services provider, our goal remains the same: to provide world-class customer experiences for the companies who are often ignored by big enterprises. To do this, we need top talent, skilled specialists, and the hardest of workers looking to build successful careers at Impact.<br /><br /><a href="https://www.impactmybiz.com/careers/" target="_blank" rel="noopener noreferrer">Our Mission, Core Values &amp; Benefits</a><br /></strong>

Madison, WI

Impact

<div class="about-us-description ng-binding"> <div class="fusion-text"> <h4 class="fusion-responsive-typography-calculated" style="padding-left: 30px;" data-fontsize="24" data-lineheight="31.92px"><strong>Building the people who build the business.<br /><br />We&rsquo;ve spent the past 20 years pushing the boundaries of traditional business. Though we&rsquo;ve evolved from an equipment dealership into an IT and managed services provider, our goal remains the same: to provide world-class customer experiences for the companies who are often ignored by big enterprises. To do this, we need top talent, skilled specialists and the hardest of workers looking to build successful careers at Impact.&nbsp;</strong></h4> </div> <div class="fusion-text"> <h4 style="padding-left: 30px;"><strong>Whether you&rsquo;re looking for a fresh start, a career change or the chance to use your experience to make a difference, you&rsquo;re welcome at Impact. With 700 employees and 18 locations spread across the Midwest and West Coast, we are committed to empowering each individual with education, training and the support needed to compete and succeed, and change the way our customers do business.</strong></h4> <h4 style="padding-left: 30px;"><strong>The world of technology shows no signs of slowing down, and neither do we. Think you can keep up? Apply today!</strong></h4> </div> </div> https://vizi.vizirecruiter.com/Impact-2824/index.html

keywords: digital office equipment,client experience,territory,technology,benefits,leadership,development,customer satisfaction,territory assignment,industry experience,management,soft skills

Regular Full-Time

Competitive Compensation and Benefits Package

Overview: The Service Manager is a qualified professional who possesses good leadership and management skills. The Service Manager is responsible for individual technician and team performance standards and is committed to achieving all service objectives while ensuring maximum client satisfaction The Service Manager is committed to a &ldquo;Total Call Process&rdquo; and service routine that ensures product performance and reliability. The Service Manager engages Impact Networking resources and support in a timely manner to minimize excessive service issues. Follows the Impact Service Escalation process. Continues to develop skills and experience, focused on career growth and successful attainment of expectations and standards.
Responsibilities: <br /> <ul> <li>Manages a team of 6-12 Service Technicians. Professional development of Service Technicians by providing individual direction, development, and career growth.</li> <li>Inspires and motivates service team to deliver consistent, high-quality service support and client satisfaction.</li> <li>Provides leadership and management direction focused on achieving productivity metrics (workload/copies per technician, quality calls, first call effectiveness, and response time targets</li> <li>Develops and maintains strategic parts inventory plans that meet individual performance standards including return for parts and car stock variance.</li> <li>Creates and promotes a team environment.</li> <li>Identifies opportunities for process improvement and develops detailed modifications that drive new initiatives.</li> <li>Drives client satisfaction by monitoring the Net Promoter surveys and successfully manages detractor opportunities and promotes responsive feedback.</li> <li>Promotes regular communication and feedback including team meetings and timely employee reviews/evaluations. Follows Impact service support procedures and guidelines.</li> <li>Monitors service call loads and directs resources to meet expected response targets. Assists with developing specialized geographic service territories.</li> <li>Reviews excess service reports/problem machine issues and works to solve performance issues.</li> </ul>
Requirements: <br /> <ul> <li>Requires minimum four years technical support and/or industry-related experience.</li> <li>Requires prior experience in problem isolation, diagnosis, and resolution.</li> <li>Requires knowledge and skills in the following areas: Mechanical &amp; Electronics.</li> <li>Requires completion of two-year degree in electronics, telecommunications, or related field or equivalent experience.</li> <li>Self-motivator with good management skills</li> <li>Strong written &amp; verbal communication skills.</li> <li>Strong organizational skills.</li> <li>Strong interpersonal skills.</li> <li>Excellent customer service skills including an ability to follow-up to ensure closure of issues.</li> </ul>