Service Manager, West

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