Tahoe Tech Group — Now Hiring: Service Manager - North Tahoe Business Association

The service manager

One of the most important roles in any service business is the service manager. This is the person who connects our company to our clients. This is the person who keeps our technicians on task, focused on the most important priorities, and constantly improving. The service manager is a lot like a conscientious parent who keeps everything going.

Service Manager Daily Roles and Responsibilities:

Focus on making every work hour a profitable hour for the company.
Follow all company standards and procedures as currently documented.
Track all work billable or not for the entire technical team.
Provide an excellent example of customer service on all levels for the company.
Mentor Technicians on any aspect of their position.
Coordinate and schedule resources for service requests.
Manage activities of all technicians.
Manage the workflow of all service requests.
Work Service Requests as assigned according to the company workflow procedures.
Provide clients with one-to-one or one-to-many customer service as needed.
Review tech time cards to ensure they are being kept up to date in real time.
Review and manage the Service Request (SR) backlog as needed to ensure all SRs are correctly prioritized, scheduled and moved through the system as desired.
Check with each technician at the end of the day and note all issues requiring priority attention.

Service Manager Weekly Roles and Responsibilities:

Review, revise, and annotate the proposed invoicing for the past week.
Review all requests for Personal Time from technicians and ensure they are on the schedule.
Preview the upcoming weeks and schedule technicians to tasks as early as possible.
Coordinate any planned out-of-town services with the technician and the client.
Plan for the Monday Morning Meeting and draft an agenda.
Review time cards and submit for approval by the close of business on the last day of the work week.
Review time cards and see them all through the submission and approval process.
Monitor and support the progress of technicians written quarterly goals.
Prepare the tech schedule for the next week. Verify that technicians are aware of any changes from their normal schedule.

Service Manager Monthly Roles and Responsibilities:

Review and revise previous month’s Monthly Maintenance Checklist as needed.
Implement any system-wide changes to the Monthly Maintenance Checklist.
Monitor Monthly Maintenance progress and manage the process.
Plan and schedule Final Friday Training.
Review Monthly Tracking Sheet and proposed items to monitor progress and manage the process.
Create and review the Monthly Checklist for the next month.
Manage the SharePoint data and access to that data.
Schedule any short notice training for technicians as required.

Service Manager Quarterly Roles and Responsibilities:

Schedule Quarterly Reviews for each Technician in the second week of the quarter.
Prepare each Technician’s Quarterly Review including their new Quarterly Goals.
Plan and, if possible, schedule any training for the technicians.

Service Manager Yearly Roles and Responsibilities:

Review the year and summarize successes, and fails. Pay special attention to the goals agreed upon for the year.
Establish goals for the year ahead.
Participate in the annual company roadmap meeting.
If you have budget authority, prepare your department budget for the next year.