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 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