Service Manager

Since 1985, Pureflow, Inc. has been pursuing excellence in high purity water systems. Our Company designs, builds, installs, and maintains high purity water equipment. Pureflow serves customers throughout NC, SC, VA, GA, FL, and eastern TN with an expansive array of industrial and commercial applications. We are seeking a Service Manager whose job responsibilities include, but are not limited to, the following for water purification and treatment systems and equipment:

Responsibilities
The Service Manager is an integral part of the service team responsible for mentoring, developing, training and supporting the Field Service Technicians. The service team is your internal customer and you are expected to provide uncompromised quality, profitability and excellent customer service. The primary responsibilities will be:

• Primary role is to manage Service Technicians; serve as backup to Service Technicians
• Work with Customer Service team to schedule service technicians; prioritize work assignments and service routes based on efficiency and operational priorities
• Manage 24/7 On-call system: Develop schedule, act as primary backup, and track/follow up on on-calls to ensure customer satisfaction
• Work with Customer Service team to coordinate emergency call responses, ensuring minimum disruption to customer operations
• Ensure all preventive maintenance programs are completed in a timely and efficient manner
• Work with materials group to ensure correct service inventory is available and pulled for service in a timely manner
• Work with Customer Service to resolve billing and service issues
• Manage the completion of open Service Orders
• Track and resolve customer complaints
• Schedule routine account visits to communicate with customers, ride with technicians and inspect systems for satisfactory performance and cleanliness
• Develop effective, trusted working relationship with all customers, maximizing ongoing communications
• Update/maintain the Service Account matrix for Service Team (primary technician, backup plan, etc.)
• Partner with Engineering to provide technical and troubleshooting support for the service team
• Partner with Training Coordinator to facilitate technical training for field service technicians
• Coordinate with Installation Team all equipment installations (commissioning, startup, troubleshooting & pilot testing)
• Ensure field service technicians follow all safety procedures and maintain customer compliance status
• Ensure field service equipment is maintained for use and available: cleaning skids, rest equipment, tools, etc.
• Ensure fleet vehicles are properly maintained, serviced, and available
• Keep the management team current on all sensitive customer service issues
• Lead the weekly service meetings

Qualifications

• At least 5 years of field service maintenance experience (face to face with customers)
• At least 3 years of experience in management of field service technicians
• Strong skills in team building, motivating, mentoring and service review
• Mindset that thinks through processes and develops process improvements
• Excellent communication skills (verbal and written) and able to bring out best in others

Work Conditions

The regular hours for Pureflow operations staff are Monday through Friday, 7:00am - 5:00pm and, as Service Manager, you will work to fulfill responsibilities. Nights, extended hours, and weekends are likely and possible for required after-hours work, finishing up a job. Sunday work is rare but occasionally necessary for emergency reasons. Overnights are expected at a potential of 6/month (based on a yearly average).

Disclaimer: May perform other duties, as assigned

Pureflow is an equal-opportunity employer and requires post-offer, pre-employment drug tests & background checks on all positions.

Please visit our website at: www.pureflowinc.com for additional information and to apply online.

Current Openings for Service Manager Jobs at Pureflow Inc.