The job purpose of a Senior Service Manager is to assume responsibility for identifying improvements to prevailing systems and processes through gathering and analysis of existing information. The job description entails monitoring the integration of changes through the proper establishment of control mechanisms. Typical work activities denoted on the Senior Service Manager Resume include the following – delegating and directing service tasks, monitoring the progress of current projects, managing service team members; handling customer complaints and concerns; assisting with administrative tasks such as managing and updating invoices, and processing new orders; auditing work and customer service; maintaining a strong relationship with dealers, and manufacturers; and training new employees in company procedures.
The nature of the job demands the following qualifications – prior sales and management experience; strong industry knowledge, excellent leadership, and sales skills; computer literacy and good organizational skills; strong creative thinking and problem-solving skills; and the ability to work under pressure and handle stress. A degree in business administration is common among job applicants.
Objective : A dynamic and results-driven Executive with extensive experience in diverse industries. Strong background in planning, developing, and implementing improved business and technical processes in any business setting. Ability to interact and establish rapport and relationships among diverse groups, business partners, and customers ranging from customer service, reverse logistics, and supply chain to engineering and technical support.
Responsible for regional Customer Relationship Management and Repair Operations.
Successfully managed the Regional Customer Operations Team, RMA, training, and technical support functions.
Successfully tailored a Bulk Depot Repair model originally designed for North America, to support 68 carriers in Latin America which successfully drove improved repair turnaround time (TAT) to service level agreements and improved Customer Satisfaction.
Successfully generated Statement of Work and process documentation/workflow for CSC and repair hub operation, based on regional requirements.
Conducted successful process reviews to be incorporated onto MSAs in support of Legal and Business Development groups.
Took the leading initiative for the re-design of all Technical Support training for carriers to ensure capabilities in order to deliver adequate technical support and fault validation resulting in minimizing no trouble found cases (NTF) by 38%.
Allowed carriers to become more efficient in this area hence considerably reducing cost.
Experience
2-5 Years
Level
Executive
Education
GED
Senior Service Manager Resume
Objective : Seeking a Senior Service Manager position with an outstanding career opportunity that will offer a rewarding work environment along with winning teamwork.
Skills : Pool maintenance, Communication, Managing.
Description :
Responsible for the daily activities and management of a leading technical service facility servicing customers in various locations.
Managed in-house and field service engineers, assist the sales team in evaluating current and future designs, and work closely with customer design and manufacturing personnel, in multiple locations.
Responsible for facility and equipment maintenance of 325 machines servicing 150 customers.
Conducted on the job training in repair, troubleshooting, and product knowledge, to our sales personnel and technical staff.
Maintained morale, motivation, and positive relations.
Trained staff to identify/evaluate, customer needs and objectives; develop listening skills, and respond with a product that exceeds the customer's goals and objectives keeping the companies best interest at heart.
Improved terms with vendors in an effort to increase our profit margin on inventory, while also reversing our balance sheet from a net loss to a net profit within a 1 year period.
Experience
2-5 Years
Level
Fresher
Education
Diploma
Senior Service Manager Resume
Objective : As a Senior Service Manager, responsible for Researching and reviewing customer service and performance metrics, developing scorecard processes, drove productivity, and resolve issues; managing for continuous improvement.
Skills : Data Analysis, UX Design And Optimization, Content Management And CRM Systems, Multi-lingual Competency, Account Management, Project Management.
Description :
Planned change management of 70 different technical projects, decreased delays for project releases from %12 to %1.
Consolidated server park for Phone Backup service by %50.
Compiled and managed service improvement plans, stewardship reports, performance analysis, and trending.
Proactively responded to irate customers and manage service calls, assigning customer credits when warranted to retain satisfaction.
Collaborated with federal and state agencies regarding operational issues and regulatory compliance.
Oversaw of work analysis, vehicle planning and scheduling, scheduling and assigning work to technicians, productivity tracking and optimization, shift and shop meetings, and RO review and approval.
Optimized labor at the shop, and ensuring the optimal mix of straight time, O/T, and Outside Repair.
Experience
2-5 Years
Level
Junior
Education
Diploma
Senior Service Manager Resume
Headline : Senior Service Manager Responsible for creating and developing a team of top performers by training and providing clear, consistent direction, and recognizing the individual.
Skills : MS Office, Training, Multitasking.
Description :
Delivered expert service to customers in lawn care and issue resolution for the division averaging $5.3MM annually and operating within a $567K chemical costs yearly budget.
Adjusted routes, assign trained staff, and oversee performance to meet/exceed weekly and monthly revenue targets.
Screened, hired, trained, and supervised staff, working with one other Senior Service Manager to direct the performance of 30 team members, and maximize specialist productivity.
Trained specialists in the sales process, working in the field to accompany new staff on customer visits, and oversee associated truck sales.
Expertly followed up on program execution, retrieve soil samples, diagnose problem lawns, tree/shrub issues, and effectively solve customer problems, visiting 10 to 12 customers weekly.
Worked with clients to evaluate their needs and advises them on how BT products can support the business.
Provided clients with customized training on the new systems as well as enhancements of existing products.
Experience
5-7 Years
Level
Executive
Education
Bachelor of Science
Senior Service Manager Resume
Summary : Resourceful and experienced Operations Manager offering over 30 years of experience in the lawn care industry and providing transferable skills in customer service, sales, procedural design, fleet maintenance/repair, inventory control, and productivity analysis/improvement. A competent leader capable of building and training cross-functional teams to successfully exceed organizational goals.
Adjusted routes, assign trained staff, and oversaw performance to meet/exceed weekly and monthly revenue targets.
Executed lawn, horticulture, and vegetation control programs as specified by the regional technical manager.
Engaged in ordering, inventory control, and budgetary compliance while serving an average of 8K customers.
Managed clients' complaints and dissatisfaction by implementing remedial actions according to the Service Improvement and Continuous Improvement plans.
Coordinated a team of BT support specialists to provide excellent services and customer experience.
Drived Service Level Agreements and the development/agreement on Customer Service Plans, ensuring ease of contact and escalation paths.
Developed and builds key relationships with Customer, Account & Commercial teams.
Experience
10+ Years
Level
Senior
Education
Bachelor of Science
Senior Service Manager Resume
Headline : Seeking a Senior Service Manager, responsible for providing leadership and guidance to assigned team of technicians and ensures the team is operating within the business unit and company guidelines while conforming to state and local codes.
Directed daily field service operations, dispatch, and inventories.
Developed department best practices and performance metrics.
Responsible for customer concern resolution, Team building, and motivation.
Conducted weekly service meetings with training, safety, and performance updates.
Serviced revenue generation and quality control.
Decreased customer satisfaction refunds 62% in the first 6 months.
Increased service add-on sales 47% in the first 8 months.
Experience
5-7 Years
Level
Executive
Education
Bachelor of Science
Senior Service Manager Resume
Objective : As a Senior Service Manager, responsible for managing, coaching, and developing direct reports to achieve performance goals and company objectives.
Skills : Microsoft Office, Coordinating, Multitasking.
Description :
Supervised maintenance personnel, delegated and inspected preventative maintenance operations, and oversaw budget planning, inventory, and safety management.
Performed building and facility repairs, reviewed onsite maintenance operations, and inspected conditions of buildings, individual apartments, and property grounds.
Identified opportunities for operational improvements and collaborated with the maintenance team to implement changes.
Reviewed expense margins, make-ready percentages, and work orders on a monthly basis, reporting variances and action steps to the Regional Manager.
Conducted training across various topics for service technicians.
Reported all potential liabilities to the Regional Manager along with recommendations for corrective action plans.
Maintained and tracked work orders for units and provided on-call assistance for emergency service.
Experience
2-5 Years
Level
Executive
Education
GED
Senior Service Manager Resume
Objective : Highly qualified Senior Service Manager with experience in the industry. Enjoy creative problem solving and getting exposure on multiple projects, and I would excel in the collaborative environment on which your company prides itself.
Skills : Management, Recruiting, Customer Relations, Microsoft Office, Bilingual Spanish.
Description :
Ultimated Staffing is a nationwide, full- service Administrative and Light Industrial placement firm, and a division of the Roth Staffing Group.
Managed the recruitment and selection process for Administrative, Clerical, and Warehouse positions by using creative sourcing, Internet recruiting, cold calling, referrals, job fairs, and college recruiting to source candidates and pre-screening, assessing, interviewing, role-playing, negotiating, and hiring of candidates.
Measured and tracked recruiting effectiveness, review turnover, build candidate pipelines for future openings Management / Administrative Responsibilities: Remotely oversaw 60+ Administrative & Warehouse staff that were placed at various companies.
Hired Orientation covering company policies, job expectations, safety awareness, etc.
Worked knowledge of Federal and State employee regulations, including, EEOC, and I-9 Standards.
Composed referral letters, recommendations, and disputes.
Participated in the development of company strategic goals and objectives, completed in-house professional courses and special projects as assigned by the Area Manager.
Experience
2-5 Years
Level
Junior
Education
GED
Senior Service Manager Resume
Objective : To obtain a Senior Service Manager with 4+ years of experience in Scheduling and ordering supplies for all Maintenance aspects of the communities while staying within budget guidelines. and also Supervising and training all 10 Maintenance employees to ensure outstanding community productivity as well as individual growth.
Interviewed, hired, and trained all front of the house and back of the house staff.
Completed BOH schedules weekly, which averaged 22 people.
Responsible for handling all cash and credit card transactions, as well as a daily deposit.
Interviewed, trained, coached Junior Recruiters, and staff.
Delivered new ideas, guidance, and assist with complex issues.
Completed routine work orders including property maintenance, grounds keeping, building, and facility repairs, and eviction proceedings.
Prepared vacant units for new tenants.
Experience
2-5 Years
Level
Executive
Education
G.E.D
Senior Service Manager Resume
Objective : As a Senior Service Manager, responsible for Reporting directly to the director of the service, motivating, and monitoring of all staff. Responsible for service contract management, service sales.
Skills : Project Management, Audit And Compliance, Vendor Management, Life Cycle Management, Budget Management, Performance Management, Policy/Procedure Development, Cost And Recoveries, Staffing Management, MS Office Suite, Capacity Planning Metrics, Effective Leadership.
Description :
Directed all facets of remote access services and projects, comprising more than 135,000 global users.
Managed service levels and contracts with all the major Internet Service Providers for both dial-up and broadband services.
Managed budget for the entire Client Infrastructure organization as well as other business office functions, including cost and recoveries of all product cards.
Managed and produced status reports to senior management on the assessment and deployment of Windows 7 and IE8 to Citi desktops and laptops, and monitor all Win7 business application compatibility issues to resolution.
Managed server optimization for Client Infrastructure that produced $2MM fiscal saves and over $3MM in annual sales.
Supervised the EOL/EOS server upgrades or decommissioning efforts in accordance with Citi's life cycle management process.
Managed all remote access services projects and user migrations across all businesses globally, and was a single point of contact to Citi businesses for all Client Infrastructure products.
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