Service Department Manager

Round Rock, TX - USA

Monthly Salary: Not Disclosed

Posted on: 10 hours ago

Vacancies: 1 Vacancy

Job Summary

Overview

Facility Solutions Group is dedicated to timeless contribution and service in lighting electrical energy and technology fields. Our mission is to consistently provide our customers with superior value through quality products service and support by contributing to the quality of life of all employees.

As one of the nations largest single-source providers of lighting and electrical products electrical services electrical construction and energy management solutions. Facility Solutions Group is expanding their staff and seeking a Service Department Manager to join the Round Rock TX team.

Job Description

The Service Department Manager oversees the daily operations of the Service department ensuring efficient delivery of customer support and technical services. This role manages customer call intake alarm monitoring and triage technical escalations and service coordination while maintaining accurate customer data and service documentation. The Service Department Manager develops and enforces scalable processes partners with internal teams and drives operational consistency to support a high-quality customer experience.

Responsibilities

As a Service Department Manager you will:

Lead and manage the Service department operations including customer support intake alarm monitoring and triage technical service delivery commissioning support and administrative coordination
Oversee the Customer Support Center ensuring inbound calls service requests and Niagara
alarm events are properly logged prioritized dispatched and escalated according to defined procedures and service levels
Manage technical service functions responsible for handling complex system issues customer escalations and advanced troubleshooting in support of Smart Buildings platforms
Develop maintain and enforce standard operating procedures for service workflows alarm response escalation paths quality assurance and documentation practices
Ensure accuracy consistency and integrity of customer data system records service history and asset documentation across all service platforms
Establish and monitor performance KPIs related to service responsiveness resolution quality customer satisfaction and operational efficiency
Coordinate service activities across internal teams including projects engineering sales and operations to ensure seamless delivery and customer experience
Oversee scheduling purchasing inventory planning systems administration and resource allocation to support service delivery
Lead hiring training performance evaluations and professional development for service and support personnel
Identify opportunities for process improvement scalability and cost optimization within service operations
Develop systems and tools that improve customer communication internal visibility and long-term service effectiveness

Qualifications

Required

5 years of experience managing operations in a technical construction or manufacturing environment
Strong leadership organizational and communication skills
Proficiency in Microsoft Office and project scheduling or ERP systems
Knowledge of supply chain warehouse or fabrication principles

Preferred

Bachelors degree in Business Operations Management or related field
Familiarity with lean practices Six Sigma or process improvement tools

You can expect us to provide:

Opportunities for career advancement within the project management track.
A collaborative and innovative culture that encourages open communication.
Ongoing training and professional development to enhance your skill set.
Recognition of achievements and contributions to the team.
A work environment focused on getting things done serving customers and delivering quality work.

Required Experience:

Manager

OverviewFacility Solutions Group is dedicated to timeless contribution and service in lighting electrical energy and technology fields. Our mission is to consistently provide our customers with superior value through quality products service and support by contributing to the quality of life of all ...