Job Description

Job Summary / Mission

The Service Manager's focus is to maintain a high level of customer service. The Service Manager is responsible for ensuring timely and efficient resolution of customer issues, regional personnel management, and development, and supporting the Regional and Group goals as a member of the Service Solution Management Team.

Department: Service Solutions

Report to: Director of Service Solution

Key Responsibilities

· Participate in the DMS (daily management system) and participate and support problem-solving activities for the service and remote support departments.

· Manage personnel and processes.

· Represent the company by traveling to key customer sites to manage critical issues with all Frontmatec products.

· Develop standards for and participate/coach proper customer entrance/exit meetings.

· Build and maintain positive and lasting relationships with our customers to understand their needs, preferences, and expectations.

· Collaborate with various departments and clients on problem solving

· Manage department activities to AOP (annual operating plan)

· Oversee the onboarding of new field service & remote support technicians with the field service and remote support supervisor.

· Monitor the productivity of the Service & Remote Support Team.

· Support and optimize procedures between the company's various departments in accordance with the company's overall strategic plan.

· Manage the field service and remote support supervisors.

· Manage the processes of job planning, scheduling, and the coordination of training plans for field service and remote support jobs and personnel

· Participate to the development of the CRM

· Coordinate with Human Resources for the recruitment, hiring, onboarding, and, if necessary, the termination of all Service Technicians.

· Workforce planning oversight and deciding priorities when needed.

· Perform mid-year and annual reviews of all direct reports along with setting annual goals.

· Monitor and maintain the health and safety of all employees - provide training opportunities regarding updated laws, codes, and guidelines as necessary.

· Supervise and follow up on plans and budgets, including economic reporting and reporting of actual results of completed projects as they relate to the After Sales Service Department.

· Support and work with the company’s Engineering, Production, & QA Departments in order to secure the product quality – as well as follow up on QA cases.

Required Knowledge, Skills, and Abilities:

Key Competencies

· Advanced planning and organizing skills with the ability to handle multiple assignments

· Strong communication skills

· MS Office proficiency

· Data gathering and analysis.

· Problem analysis and solving

· Presentation skills

· Facilitation skills

· Coaching skills

· Adaptable

· Team player

Education and experience

· Bachelor's degree in a related field or equivalent work experience.

· Proven experience in departmental management, client management, or related roles.

· Strong organizational skills with the ability to multitask and prioritize tasks effectively.

· Excellent communication and interpersonal abilities to build and maintain strong relationships with clients and team members.

· Problem-solving and critical-thinking skills to address challenges and make informed decisions.

· Proficiency in using various computer software and tools for documentation and reporting.

· Knowledge of relevant industry regulations and best practices is an advantage.

Working conditions

· This job requires the ability to sit, stand or walk for long periods of time

· This job requires the ability to climb a ladder

· This job requires the ability to lift 50 lbs.

· This position requires the ability to travel to customer locations foreign and domestic (up to 35%)

· This job may require evening and weekend hours.

· When at a customer you may encounter working conditions that are hot, cold, wet and in a slaughtering / butchering environment.

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