Service Manager

  • location: Exton, PA
  • type: Permanent
  • salary: $50,000 - $60,000 per year
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job description

Service Manager

job summary:
JOB SUMMARY: The Service Manager is responsible for communication/coordination with customers and other departments for troubleshooting/service/repairs of hardware, for communication/coordination with customers and other departments for platinum maintenance and support upgrades. The candidate must have a strong desire to leverage their technical, critical thinking, administrative and communication skills to maintain the highest product and service quality and to support other departments to ensure success.

JOB SPECIFIC STANDARDS:

Essential Functions:

· Manage the processing of Zendesk tickets in the Production queue according to the Service Level Agreement

· Work with clients to gather all the pertinent information to assess the situation

· Schedule service calls for troubleshooting/service/repair of hardware

· Create service documentation and provide to the scheduled technician and the client

· Confirm with the technician and the client the day prior to the scheduled service

· Support the on-site technician

· Complete and upload the service documentation

· Follow through with the client

· Delegate tickets as needed and follow through to ensure timely resolution

· Maintain the Production queue to ensure the client is being kept up to date - tickets shall be updated daily

· Follow all internal procedures

· Request necessary hardware for repair from Procurement

· Establish network of subcontractors for on-site repair

· Identify skill set needed for the situation

· Coordinate, communicate and schedule to bring resolution

Secondary Functions:

· Support the Project Operations Manager and VP of Finance on process improvement efforts within Service Call and Zendesk process for hardware

· Assist with Service Calls on an as needed basis

SKILLS AND ABILITIES:

· Possesses a strong knowledge of computer applications such as Windows Operating Systems, Windows Server, enterprise web and client applications and Microsoft Office Suite

· A/V and IT systems integration, networking, Microsoft servers, IT infrastructures

· Ability to read and interpret wiring diagrams, system design drawings and architectural drawings

· Strong verbal and written communication skills

· Client-friendly attitude, strong customer service skills

· Skilled at managing relationships with customers in high stress situations

· Strong technical, analytical, creative, troubleshooting and systematic problem-solving skills

· Client Management Skills - ability to provide clients with solutions and support required

· Must be able to multi-task and prioritize calmly and rationally

· Ability to provide excellent support through all phases of the service cycle, i.e. documenting, monitoring and tracking issues to ensure timely resolution

· Ability to prioritize, organize and follow through on support issues until they are resolved

· Ability to communicate and work together with other departments to solve problems

EDUCATION AND EXPERIENCE:

· AVIXA CTS certification preferred or required within six months of employment.

· IT and networking technology background required.

· 5+ years related experience in Audio-Visual systems installation in commercial and/or residential environments.

· Management experience required.

· Crestron control systems experience preferred.

· BIAMP programming experience preferred.

· Experience with software applications.

· Must have a valid driver's license

· Experience with installations and project management

· Experience with service calls

· Experience with Zendesk ticketing system.

· Travel Requirement - less than 10% PHYSICAL CAPABILITIES:

· The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

· While performing the duties of this job, the employee is frequently required to stand, walk, speak, listen, and use hands. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, depth perception, and ability to adjust focus.

 
location: Exton, Pennsylvania
job type: Permanent
salary: $50,000 - 60,000 per year
work hours: 8 to 5
education: High School
 
responsibilities:
JOB SUMMARY: The Service Manager is responsible for communication/coordination with customers and other departments for troubleshooting/service/repairs of hardware, for communication/coordination with customers and other departments for platinum maintenance and support upgrades. The candidate must have a strong desire to leverage their technical, critical thinking, administrative and communication skills to maintain the highest product and service quality and to support other departments to ensure success.

JOB SPECIFIC STANDARDS:

Essential Functions:

· Manage the processing of Zendesk tickets in the Production queue according to the Service Level Agreement

· Work with clients to gather all the pertinent information to assess the situation

· Schedule service calls for troubleshooting/service/repair of hardware

· Create service documentation and provide to the scheduled technician and the client

· Confirm with the technician and the client the day prior to the scheduled service

· Support the on-site technician

· Complete and upload the service documentation

· Follow through with the client

· Delegate tickets as needed and follow through to ensure timely resolution

· Maintain the Production queue to ensure the client is being kept up to date - tickets shall be updated daily

· Follow all internal procedures

· Request necessary hardware for repair from Procurement

· Establish network of subcontractors for on-site repair

· Identify skill set needed for the situation

· Coordinate, communicate and schedule to bring resolution

Secondary Functions:

· Support the Project Operations Manager and VP of Finance on process improvement efforts within Service Call and Zendesk process for hardware

· Assist with Service Calls on an as needed basis

SKILLS AND ABILITIES:

· Possesses a strong knowledge of computer applications such as Windows Operating Systems, Windows Server, enterprise web and client applications and Microsoft Office Suite

· A/V and IT systems integration, networking, Microsoft servers, IT infrastructures

· Ability to read and interpret wiring diagrams, system design drawings and architectural drawings

· Strong verbal and written communication skills

· Client-friendly attitude, strong customer service skills

· Skilled at managing relationships with customers in high stress situations

· Strong technical, analytical, creative, troubleshooting and systematic problem-solving skills

· Client Management Skills - ability to provide clients with solutions and support required

· Must be able to multi-task and prioritize calmly and rationally

· Ability to provide excellent support through all phases of the service cycle, i.e. documenting, monitoring and tracking issues to ensure timely resolution

· Ability to prioritize, organize and follow through on support issues until they are resolved

· Ability to communicate and work together with other departments to solve problems

EDUCATION AND EXPERIENCE:

· AVIXA CTS certification preferred or required within six months of employment.

· IT and networking technology background required.

· 5+ years related experience in Audio-Visual systems installation in commercial and/or residential environments.

· Management experience required.

· Crestron control systems experience preferred.

· BIAMP programming experience preferred.

· Experience with software applications.

· Must have a valid driver's license

· Experience with installations and project management

· Experience with service calls

· Experience with Zendesk ticketing system.

· Travel Requirement - less than 10% PHYSICAL CAPABILITIES:

· The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

· While performing the duties of this job, the employee is frequently required to stand, walk, speak, listen, and use hands. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, depth perception, and ability to adjust focus.

 
qualifications:
JOB SUMMARY: The Service Manager is responsible for communication/coordination with customers and other departments for troubleshooting/service/repairs of hardware, for communication/coordination with customers and other departments for platinum maintenance and support upgrades. The candidate must have a strong desire to leverage their technical, critical thinking, administrative and communication skills to maintain the highest product and service quality and to support other departments to ensure success.

JOB SPECIFIC STANDARDS:

Essential Functions:

· Manage the processing of Zendesk tickets in the Production queue according to the Service Level Agreement

· Work with clients to gather all the pertinent information to assess the situation

· Schedule service calls for troubleshooting/service/repair of hardware

· Create service documentation and provide to the scheduled technician and the client

· Confirm with the technician and the client the day prior to the scheduled service

· Support the on-site technician

· Complete and upload the service documentation

· Follow through with the client

· Delegate tickets as needed and follow through to ensure timely resolution

· Maintain the Production queue to ensure the client is being kept up to date - tickets shall be updated daily

· Follow all internal procedures

· Request necessary hardware for repair from Procurement

· Establish network of subcontractors for on-site repair

· Identify skill set needed for the situation

· Coordinate, communicate and schedule to bring resolution

Secondary Functions:

· Support the Project Operations Manager and VP of Finance on process improvement efforts within Service Call and Zendesk process for hardware

· Assist with Service Calls on an as needed basis

SKILLS AND ABILITIES:

· Possesses a strong knowledge of computer applications such as Windows Operating Systems, Windows Server, enterprise web and client applications and Microsoft Office Suite

· A/V and IT systems integration, networking, Microsoft servers, IT infrastructures

· Ability to read and interpret wiring diagrams, system design drawings and architectural drawings

· Strong verbal and written communication skills

· Client-friendly attitude, strong customer service skills

· Skilled at managing relationships with customers in high stress situations

· Strong technical, analytical, creative, troubleshooting and systematic problem-solving skills

· Client Management Skills - ability to provide clients with solutions and support required

· Must be able to multi-task and prioritize calmly and rationally

· Ability to provide excellent support through all phases of the service cycle, i.e. documenting, monitoring and tracking issues to ensure timely resolution

· Ability to prioritize, organize and follow through on support issues until they are resolved

· Ability to communicate and work together with other departments to solve problems

EDUCATION AND EXPERIENCE:

· AVIXA CTS certification preferred or required within six months of employment.

· IT and networking technology background required.

· 5+ years related experience in Audio-Visual systems installation in commercial and/or residential environments.

· Management experience required.

· Crestron control systems experience preferred.

· BIAMP programming experience preferred.

· Experience with software applications.

· Must have a valid driver's license

· Experience with installations and project management

· Experience with service calls

· Experience with Zendesk ticketing system.

· Travel Requirement - less than 10% PHYSICAL CAPABILITIES:

· The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

· While performing the duties of this job, the employee is frequently required to stand, walk, speak, listen, and use hands. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, depth perception, and ability to adjust focus.

 
skills: JOB SUMMARY: The Service Manager is responsible for communication/coordination with customers and other departments for troubleshooting/service/repairs of hardware, for communication/coordination with customers and other departments for platinum maintenance and support upgrades. The candidate must have a strong desire to leverage their technical, critical thinking, administrative and communication skills to maintain the highest product and service quality and to support other departments to ensure success.

JOB SPECIFIC STANDARDS:

Essential Functions:

· Manage the processing of Zendesk tickets in the Production queue according to the Service Level Agreement

· Work with clients to gather all the pertinent information to assess the situation

· Schedule service calls for troubleshooting/service/repair of hardware

· Create service documentation and provide to the scheduled technician and the client

· Confirm with the technician and the client the day prior to the scheduled service

· Support the on-site technician

· Complete and upload the service documentation

· Follow through with the client

· Delegate tickets as needed and follow through to ensure timely resolution

· Maintain the Production queue to ensure the client is being kept up to date - tickets shall be updated daily

· Follow all internal procedures

· Request necessary hardware for repair from Procurement

· Establish network of subcontractors for on-site repair

· Identify skill set needed for the situation

· Coordinate, communicate and schedule to bring resolution

Secondary Functions:

· Support the Project Operations Manager and VP of Finance on process improvement efforts within Service Call and Zendesk process for hardware

· Assist with Service Calls on an as needed basis

SKILLS AND ABILITIES:

· Possesses a strong knowledge of computer applications such as Windows Operating Systems, Windows Server, enterprise web and client applications and Microsoft Office Suite

· A/V and IT systems integration, networking, Microsoft servers, IT infrastructures

· Ability to read and interpret wiring diagrams, system design drawings and architectural drawings

· Strong verbal and written communication skills

· Client-friendly attitude, strong customer service skills

· Skilled at managing relationships with customers in high stress situations

· Strong technical, analytical, creative, troubleshooting and systematic problem-solving skills

· Client Management Skills - ability to provide clients with solutions and support required

· Must be able to multi-task and prioritize calmly and rationally

· Ability to provide excellent support through all phases of the service cycle, i.e. documenting, monitoring and tracking issues to ensure timely resolution

· Ability to prioritize, organize and follow through on support issues until they are resolved

· Ability to communicate and work together with other departments to solve problems

EDUCATION AND EXPERIENCE:

· AVIXA CTS certification preferred or required within six months of employment.

· IT and networking technology background required.

· 5+ years related experience in Audio-Visual systems installation in commercial and/or residential environments.

· Management experience required.

· Crestron control systems experience preferred.

· BIAMP programming experience preferred.

· Experience with software applications.

· Must have a valid driver's license

· Experience with installations and project management

· Experience with service calls

· Experience with Zendesk ticketing system.

· Travel Requirement - less than 10% PHYSICAL CAPABILITIES:

· The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

· While performing the duties of this job, the employee is frequently required to stand, walk, speak, listen, and use hands. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, depth perception, and ability to adjust focus.


Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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