Service Manager

We are seeking an experienced Service Manager to oversee our customer service department responsible for repair radar systems for air traffic control domestically and internationally. This role involves managing repair center activities, leading a team of staff members, and implementing strategies to improve both repair and customer service processes. The ideal candidate will possess proven customer service experience and strong management skills and be able to balance operational efficiency with high-quality customer service.

Key Responsibilities:

• Manage Repair Center Operations:
• Oversee daily operations, ensuring repairs and services are completed efficiently and in a timely manner.
• Lead the repair center team to meet established schedules and resolve technical or operational challenges.
• Implement planning strategies to effectively manage human and equipment resources to departmental efficiencies

Customer Service Management:

• Develop and implement customer service policies ensuring a high level of customer satisfaction while also delivering to corporate financial goals
• Manage customer support representatives, providing coaching and establishing performance metrics and goals.
• Address customer complaints, track resolutions, and recommend product or service improvements based on feedback.

Integrated Logistics Support

• Deliver maintenance and support to U.S. Government customers in accordance with program specific integrated logistics support plans, including:
• Tracking and reporting disposition of serial numbers
• Monitoring compliance with warranty requirements (e.g., repair times, etc.) 
• Ensuring packaging and shipping requirements are followed
• Arranging inspection in accordance with program requirements

Performance Monitoring and Reporting:

• Track and analyze team performance, providing regular reports on key metrics such as service request volume, response time, and customer satisfaction.
• Coordinate cross-functional efforts to address complex customer concerns and streamline communication between teams.

Technical Support and Process Improvement:

• Oversee support strategies for technical product lines, ensuring the team adheres to performance standards.
• Identify operational weaknesses and opportunities for improvement, and assist in developing and implementing solutions.
• Documentation and Compliance:
• Maintain up-to-date departmental manuals and technical information to ensure consistent operations.
• Ensure the repair center meets all regulatory and technical standards

Qualifications:

• Hands-on experience with commercial electronic equipment
• Service Now Experience 
• Leadership experience managing a team
• 8+ years of experience
• Associates Degree or Higher Preferred
• Integrated Logistics Support experience preferred