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.

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