Service Manager
Established in 1955, The Cook & Boardman Group is the nation’s premier provider of architectural doors and frames, door hardware and related building specialty products in addition to complete systems integration services. We provide solutions for commercial and multi-family residential building applications. With more than forty convenient locations throughout the United States, we are uniquely positioned to provide the best entry and IT solutions for new construction, renovation and upgrade projects. We offer local service with a national presence.
Description
Summary
The Service Manager shall oversee the day-to-day operations of the service department. The Service Manager will supervise Service Supervisors, Service Engineers, Specialists, and Associates and provide support, guidance, and mentorship to their subordinates in all matters relating to their duties, technical and non-technical, and making decisions to correct irregularities in the service process. In addition, the Service Manager will perform as a top escalation point of contact within the Service Department.
Essential Functions
• Work with Service Coordinators regarding scheduling and dispatch of tickets in their territory.
• Delegate and direct service tasks; monitor the progress of all current and pending tickets;
• Oversee all services and workspaces in the shop and the field;
• Respond to and resolve service tickets;
• Consistently deliver incredible customer service experiences by offering knowledge and advice and answering questions and concerns;
• Act as the highest local source of information for all service, inventory, and product-knowledge concerns and work process mailers (for both employees and customers);
• Manage and update tickets for invoicing;
• Communicate and maintain good relations with customers;
• Monitor employee work and provide frequent progress reports to improve employee satisfaction and efficiency;
• Follow and abide by all industry standards, regulations, and laws;
• Help train new employees in company procedures, including safety and work processes;
• Stay current on industry standards and any innovations, materials, tools, and/or processes that can benefit the company.
• Manage at minimum a team of 2
• Other relative duties as assigned
Minimum Qualifications
• High school diploma or equivalent;
• 3 + years of experience in the physical security/IT field;
• Obtain and maintain relevant certifications;
• Experience in configuring access control and surveillance systems;
• Excellent external and internal communication skills;
• Solid organization, attention to detail, and multi-tasking skills;
• Success at managing a wide array of tasks and projects and an ability to thrive in a fast-paced work environment.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk, hear and see. The employee frequently is required to stand; walk; use hand to finger, handle or feel; and reach with hands and arms.
Work Environment
This job operates primarily in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. May occasionally require driving to project sites.
Qualification Requirements
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EOE Minorities/Females/Disability/Veterans; VEVRAA Federal Contractor
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.
The Cook & Boardman Group is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job-related requirements. If you are a qualified individual with a disability or a disabled veteran and are unable or limited in your ability to use or access our website, you may request a reasonable accommodation to express interest in a specific opening. You can request reasonable accommodation by calling 336-768-8872 x2 or by sending an email to [email protected]. For employment or internship application purposes - If you contact us in relation to your employment prospects, we will use your personal information to consider you for current and future employment opportunities and to contact you with respect to employment opportunities at CBG that you have expressed an interest in.
• By selecting the Careers link you will be directed to a third-party recruitment services website, currently Jobvite.com (“Recruitment Provider”). Your use of the Recruitment Provider’s services is governed by the Recruitment Provider terms of service and privacy policy available through the Recruitment Provider’s website. For employment consideration we may collect and process: Identifiers. Such as a real name, alias, postal address, telephone number, unique personal identifier, online identifier, Internet Protocol address, email address, account name, or other similar identifiers, requirement for any sponsorship, applicable background checks, including criminal background checks, and drug testing (we will send you a request for your authorization), and any other information you include on your application, your resume, or that you provide to us during the hiring process. Professional or employment-related information. Such as current or past job history, performance evaluations, applicable coursework, certifications, or other role specific questions.
Construction
Other
Full-time