AddressJOB TITLE:Service Manager
JOB DESCRIPTION: Infinity Support Services is seeking a Service Manager to oversee our customer and client relations, ensuring exceptional service delivery and client satisfaction. The Service Manager will lead a team responsible for maintaining high standards of service across all interactions, managing service agreements, and driving customer retention and growth. This role requires strong leadership, communication skills, and a deep understanding of industry practices.
Salary: $75,000 to $90,000
Benefits: Company car, mobile phone, and laptop provided
REPORT TO: Director of Operations
LOCATION: Bendigo
MAIN DUTIES/RESPONSIBILITIES:
Team Leadership:
- Effectively manage and lead a team of service technicians and advisors to achieve service excellence and sales goals.
Customer Service Excellence:
- Ensure the delivery of exemplary service, handling client concerns promptly and professionally, and promoting additional services as appropriate.
Service Agreement Management:
- Oversee adherence to service delivery agreements and company goals, ensuring all commitments are met.
Operational Efficiency:
- Streamline service operations, optimize workflow, and improve efficiency to enhance customer service levels.
Regulatory Compliance:
- Maintain knowledge of industry regulations, restrictions, and laws; ensure service operations comply with all regulatory requirements.
Maintenance Management:
- Coordinate routine preventive maintenance activities, manage inventory of supplies and spare parts, and oversee maintenance schedules.
Vendor Coordination:
- Collaborate with internal and external vendors to ensure timely service delivery and maintain vendor relationships.
Staff Development:
- Work with HR to recruit, train, and develop service team members, fostering a positive work environment and professional growth.
Reporting and Documentation:
- Maintain accurate records of service activities, expenditures, and customer interactions; prepare and analyze reports as needed.
KEY WORKING RELATIONSHIPS:
- Director of Operations
- HR Manager
- Technical Support Team
- Customer Service Team
- External Service Providers
QUALIFICATIONS/REQUIREMENTS:
- Minimum 2 years of experience in a managerial role in a service-oriented industry.
- Proven leadership skills with the ability to motivate and develop a high-performing team.
- Strong understanding of customer service principles and practices.
- Excellent communication, interpersonal, and problem-solving skills.
- Proficiency in computer systems and applications.
- Ability to work collaboratively in a fast-paced environment and manage multiple priorities effectively.
ADDITIONAL SKILLS:
- Experience in managing service agreements and vendor relationships.
- Knowledge of regulatory requirements and industry standards.
- Strategic thinking and ability to implement process improvements.
- Detail-oriented with strong organizational skills.
APPLICATION PROCESS:
Interested candidates should submit a resume and cover letter outlining their qualifications and experience relevant to the role of Service Manager at Infinity Support Services.
