Service Desk Manager-USA-CRP
Electronic Security Systems Service Manager - Virtual What part will you play?
The ESS Service Manager manages the service department team and handles customer service interactions, reports, and repairs. The service manager ensures excellent customer service, maintains strong relationships with customers and third-party vendors and ensures repeat customers.
The specific duties of a Service Manager include formulating strategy, improving performance, procuring resources and securing compliance. You should be ready to mentor your team members, find ways to increase quality of customer service and implement best practices across all levels. Project site conditions, project schedules, and personnel issues change constantly and daily throughout the life of a project. The Service Manager must be adept at planning, and adapting the plan as needed to manage the installation and integration processes in dynamic conditions.
Ultimately, we’ll trust you to help us remain compliant, efficient and profitable during the course of business.
ESS systems such as: Lenel, Genetec, S2, Avigilon, AMAG, GE, Honeywell, Bosch, and DMP.
What will you be doing?
Effectively manages team members, including technicians and advisors, to ensure team objectives and sales goals are being carried out
Displays extensive working knowledge of industry standards and practices, including product details and company services offered
Offers exemplary customer service, including maintaining customer relationships and ensuring repeat customers by upselling products and services and taking care of any customer concerns or complaints quickly and professionally
Assists with or performs administrative tasks
Develops working knowledge of industry regulations, restrictions, and laws, and ensures service department adheres to all regulations
Sets up and maintains service desk, including managing service desk team members and evaluating desk efficiency
Resolves service desk problems and improves current service desk methods to increase productivity and customer service
Monitors department issues and client complaints to define patterns and work to lessen those recurring issues
Regularly audits work being done and customer service being provided to ensure all standards are met and that repair work is carried out effectively, correctly, and thoroughly
Oversees team members performing inspections, preparing reports, and doing repairs; if necessary, carries out these job duties personally to ensure highest quality of work
Proven work experience as Service Manager or similar role
Knowledge of organizational effectiveness and operations management
Experience budgeting and forecasting
Familiarity with business and financial principles
Excellent communication skills
Leadership ability
Outstanding organizational skills
What do we require from you?
Previous Service Experience
Comprehensive Industry Knowledge
Management Experience
Strong Customer-Facing Skills
Strong Written and Verbal Communication
Self-Motivated
Troubleshooting and Creative Problem-Solving
Experience deploying access control systems and CCTV related systems