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Responsibilities
The Service Manager is responsible for end-to-end coordination and delivery of service operations, acting as the central point of contact between customers, field personnel, technical support, engineering, and back-office functions. In addition, this role provides direct line management for the service team, ensuring performance, development, and effective execution of all service activities.Job requirementsCustomer & Service IntakeReceive and manage service requests via phone, email, text, and service platformsCapture and route technical support inquiries and service needsSchedule on-site service with customersCommunicate scope, timelines, and expectations for site workEnsure customer requirements for training, compliance, and site access are metResource Planning & CoordinationDispatch field service personnel where requiredEnsure technicians and software personnel understand job scope and expectationsCoordinate internal resources across Field Service, Software, and Training teamsAlign staffing with customer timelines and project prioritiesProject & Service ExecutionManage and coordinate larger upgrade and service projectsSupport installation planning, including labor and parts requirementsAdd labor estimates to quotes as neededTrack project milestones and ensure delivery against timelinesProvide backlog updates and service visibility when requiredSpare Parts & LogisticsOversee spare parts requests and coordination with customersSchedule field service visits for installation and replacementsTrack parts deliveries and ensure site readinessMinimize delays through proactive logistics planningTechnical Support CoordinationCreate and manage cases in Salesforce Service Cloud and route to appropriate technical support teamsEnsure effective handoffs between customer issues and support teamsCoordinate escalation and dispatch of field personnel when on-site support is requiredFacilitate communication between support teams and field resources
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