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.
Requirements
Customer & Service Intake
- Receive and manage service requests via phone, email, text, and service platforms
- Capture and route technical support inquiries and service needs
- Schedule on-site service with customers
- Communicate scope, timelines, and expectations for site work
- Ensure customer requirements for training, compliance, and site access are met
Resource Planning & Coordination
- Dispatch field service personnel where required
- Ensure technicians and software personnel understand job scope and expectations
- Coordinate internal resources across Field Service, Software, and Training teams
- Align staffing with customer timelines and project priorities
Project & Service Execution
- Manage and coordinate larger upgrade and service projects
- Support installation planning, including labor and parts requirements
- Add labor estimates to quotes as needed
- Track project milestones and ensure delivery against timelines
- Provide backlog updates and service visibility when required
Spare Parts & Logistics
- Oversee spare parts requests and coordination with customers
- Schedule field service visits for installation and replacements
- Track parts deliveries and ensure site readiness
- Minimize delays through proactive logistics planning
Technical Support Coordination
- Create and manage cases in Salesforce Service Cloud and route to appropriate technical support teams
- Ensure effective handoffs between customer issues and support teams
- Coordinate escalation and dispatch of field personnel when on-site support is required
- Facilitate communication between support teams and field resources
Highlights
Manages the team’s capacity, workload and workforce planning. Able to address personnel issues and development needs while fostering a culture of accountability, safety, and customer focus.
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