Sharp Electronics Corporation

  • Service Manager

    Job Location US-GA-Alpharetta
    Posted Date 1 month ago(6/19/2018 3:24 PM)
    Job ID
  • Overview

    Responsible for the overall management of an SBS Branch service organization, ensuring timely, quality service and high level of customer satisfaction.


    General Responsibilities:

    •  Directs the coordination of technical and administrative field service work that may include some or all of a variety of service related activity, i.e., contract maintenance (time and material) service agreement renewals with retained accounts; service dispatch; product installation and repair; and equipment parts and tool inventory maintenance.
    • Establishes branch-level operational policies and procedures for organization activities.
    • Provides technical (functional) and other training opportunities to ensure staff development and effective contribution to the overall operation.
    • Develops and reviews service profit/loss objectives against plan, analyzes the costs/revenues and establishes a proactive cost control containment program to meet profit/loss objectives.
    • Reports on all aspects of service operation, i.e., operating costs, average response time, resolution rates, customer satisfaction data, etc., to corporate organizations as necessary.
    • Develops specific objectives and performance measurements and standards based on benchmarked service studies and recommends staffing requirements in accordance with established guidelines.
    • Integrates the service function with all other local SBS branch departments
    • Plans for new product launches, ensuring appropriate staff is trained, that any special tools and unique parts are readily available prior to installation and that necessary documentation and/or reporting requirements are followed.
    • Maintains close liaison with other service organizations throughout SBS to ensure product service is in tune with all matters that may impact the organization and customer satisfaction.
    • Provides coaching and mentoring of subordinate employees (especially Field Service Managers and Supervisors); providing advice and counsel on employee development and performance related issues.
    • May have organizational budget accountability ensuring expenditures meet corporate requirements.
    • Selects, develops and evaluates personnel to ensure the efficient operation of the function.


    Supervisory Responsibilities:

    • Responsible for the overall direction, coordination, and evaluation of a Branch Service Department
    • Interviewing, hiring, and training new Service Department employees
    • Planning, assigning, and directing work of service team members
    • Appraising performance of team members, rewarding and disciplining employees as needed
    • Addressing team member complaints and resolving problems
    • Carrying out all other supervisory responsibilities in accordance with the organization's policies and applicable laws.


    • Minimum 7-10  years experience as a Service Technician in copier repair, or similar capacity working with electronics or electro-mechanical equipment; with minimum one additional year in a Group Lead or supervisory capacity
    • Minimum 3-5 years previous management or supervisory experience
    • Associate's degree (A. A.) or equivalent from two-year College or technical school, or equivalent combination of formal education and technical instruction.
    • Net+ certification strongly desired  .
    • Strong knowledge of Microsoft Office Products, and basic network theory. Strong understanding of LaCrosse NextGen and TechRaptor.
    • Must possess strong communication skills and mechanical aptitude.
    • Proven ability to manage budgets, control costs and analyze cost to revenue ratio for new initiatives
    • Knowledge of Windows and Microsoft Office software products.
    • Valid driver’s license and Automobile liability insurance with limits of at least $100,000 bodily injury, per person / $300,000 bodily injury, per accident / $50,000 property damage or $300,000 combined single limit.

    Sharp Electronics Corporation is an equal opportunity employer – minority/female/disability/veteran





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