| Company: | Carr Business Systems
Melville, NY |
| Job Location: |
NEW YORK CITY - Suffolk County
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| Employment Type: | Full Time |
| Department: | New York City, New York |
| Benefits: | Full Benefits, PTO, plus 401k company match |
Description: |
PRIMARY PURPOSE OF JOB:
To oversee the operation of Service Department in NYC and ensure customer satisfaction while maintaining profitability and revenue goals. The service manager is responsible for providing leadership and mentoring the team—and insuring that all members of the team receive proper training and development.
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Duties: |
PRINCIPAL DUTIES AND RESPONSIBILITIES:
1. Resolve problems with supervisors/technicians as they pertain to technical and customer issues.
2. Meet or exceed team productivity goals on Global benchmarks including: gross calls per day, incomplete calls, call back rate, efficiency rating, average call duration, etc.
3. Resolve parts issues i.e., out of stock parts, borrowing from used or new equipment, parts purchases.
4. Assist with setups when problems arise or help is required. Check service calls and response time daily, evaluate trade in machines for disposition.
5. Compile service productivity reports, CPC reports, overall service performance reports i.e., call/day, parts usage.
6. Meet with other managers as to procedure changes, etc. Attend manager meetings, supervisor meetings.
7. Analyze service histories, meet with vendor reps as to modifications and problem machines, setup training schedules, check and approve expenses.
8. Meet with each technician to review performance and develop plans to improve performance. Discipline and career adjust as necessary.
9. Approve vacation time/personal time.
10. Perform other duties as assigned.
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Qualifications: |
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
1. High School diploma.
2. Five years in a service management role.
3. Computer literacy
4. Extensive specialized copier training
5. Strong organizational skills
6. A relatively high level of analytical ability is required in order to find solutions to human, technical or administrative problems.
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