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Service Manager

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Job Details
Job Order Number
Company Name
FE Moran Security Solutions
Physical Address
Champaign, IL 61820
Job Description

The position of Lead Service Manager is critical to establish and execute team goals ensuring that service work is successfully executed, billable service work is profitable and the loss on non-billable service work is minimized.

Job Responsibilities & Essential Functions

Ensure client satisfaction by ensuring 100% of client requests are responded to the same business day and resolving escalated issues with clients 
Increase cash flow by ensuring 100% of service tickets are billed within 24 hours of completion
Maximize service revenue by reviewing 100% of the next days appointments to ensure technician is set up for success
Maintain service gross profit margin by reviewing financial reports to assess profitability, identify learning opportunities, and pinpoint changes needed to the service/billing process
Assist service team in setting and executing service goals
Establish and oversee training plan/criteria for service team members
Coach team to ensure success
Performs other duties as assigned

•High School Diploma or Equivalent


• 1+ years scheduling in related industry & 1+ years management experience

• Excellent verbal and written communication skills 

• Excellent customer service skills

• Excellent attention to detail

• Proven ability to coach a team

•Proven, effective & timely ability to follow up on issues

•Ability to read and understand financial reports to assess profitability

•Ability to establish department goals that are aligned with company goals

Licensure/Certification/Registration:  State of Illinois Permanent Employee Registration Card (PERC)

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