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DEX Imaging · 1 day ago

Enterprise Central Service Manager

Toledo, OH

Full-time

Onsite

Mid Level

3+ years exp

DEX Imaging is a company seeking a Service Manager to lead field service representatives in on-site services including installation, maintenance, and repair. The role involves managing scheduling, training, and support for service staff, ensuring customer satisfaction and efficient service delivery.

Business Development

Responsibilities

Develops methods, guidelines, and policies to facilitate efficient service delivery

Ensure all customer issues are satisfactorily resolved utilizing engineering, manufacturing, and other teams as needed

Provides input to strategic decisions that affect the functional area of responsibility

May give input into developing the budget

Capable of resolving escalated issues arising from operations and requiring coordination with other departments

Develop workflow for the field service team

Assist in goal setting, skill enhancement and performance reviews activities for field service staffs

Investigate and resolve any issues resulting from substandard performance

Ensure company policies and procedures are followed by the staff

Provide training to service staff as needed

Provide support and guidance to service staff to ensure timely and quality customer services

Diagnose errors or technical problems and determine proper solutions

Produce timely and detailed service reports

Documents service and installation actions by completing forms, logs, and records

Operate vehicle in a safely manner and use field automation systems

Follow all company’s filed procedures and protocols

Updates job knowledge by participating in educational opportunities; reading professional publications

Build positive relationships with customers

Diagnose and support entire machine systems and in assist customers within the field operation and adjustments

Support service teams in achievement of service goals

Assist in interviewing and hiring new professionals

Ensure that the resources are properly trained to meet service objectives

Oversees company vehicles, inventory and tools in proper working condition

Maintains knowledge on existing products and pursues additional technical and product knowledge by actively participating in the training programs of the dealership

Maintains communication with the customer and answers questions relative to the work being performed

Makes recommendations for additional work that needs to be completed