Service Manager - Green Bay

As a Service Manager at Brabazon, your primary responsibilities include overseeing service operations within the branch, providing technical support to customers, collaborating with Field Service Technicians, resolving service-related issues, and managing the performance of your team. You'll also handle customer quotations for repairs and maintenance, ensuring communication regarding service status and operational objectives.

To become a Service Manager at Brabazon, you need a Bachelor’s Degree or Technical School Degree with at least 3 years of experience in customer service management relating to industrial technical products. Strong organizational skills, team leadership abilities, and proficiency in Microsoft Office and ERP systems are essential. Previous management experience is crucial, along with a valid driver’s license.

While specific knowledge of pumps, compressors, dryers, and vacuum equipment is preferred for the Service Manager role at Brabazon, it is not strictly required. A willingness to learn and adapt to the technical aspects of the products is essential. The position focuses more on management skills and customer service excellence.

Customer communication is absolutely vital for the Service Manager at Brabazon. You will be responsible for following up with clients regarding their service repairs, handling any status changes or delays, and ensuring customer satisfaction with every interaction to strengthen client relationships and enhance company reputation.

As a Service Manager at Brabazon, you can expect a supportive and collaborative work environment. The culture encourages teamwork, innovation, and a growth mindset, allowing you to thrive in a fast-paced setting while pursuing the company's objectives.

When addressing conflict within the team, it's essential to first gather the perspectives of the involved parties. I would facilitate an open discussion to understand the misunderstanding fully. Finding common ground and working towards a collaborative solution is crucial. Encouraging team bonding and strong communication can prevent future issues.

In my previous roles, I have acquired substantial experience overseeing technical product services while maintaining high customer satisfaction levels. I have worked directly with clients to resolve issues and have a solid understanding of the technical aspects, which enables me to provide effective support.

I believe in a collaborative approach when setting goals for my team. It's essential to involve each member to ensure their input and buy-in. I typically establish SMART goals—Specific, Measurable, Achievable, Relevant, and Time-bound—to facilitate tracking progress and fostering accountability.

Prioritizing requests involves assessing the urgency and impact of each customer need. I utilize scheduling software to allocate resources efficiently while ensuring transparency with clients about expected timelines, managing their expectations, and making sure that our service team is always prepared to respond.

Safety is paramount in the Service Manager role at Brabazon. It governs every aspect of operations, from the tools used to the conditions at job sites. I prioritize regular safety training, compliance with regulations, and fostering an environment where team members feel safe to speak up about potential hazards.

Keeping a team motivated during challenges involves transparent communication and encouragement. Regular check-ins to discuss progress and barriers, celebrating small wins, and offering support can boost morale. Sharing the bigger picture of how their contributions make a difference is also vital.

My approach to training new employees encompasses structured onboarding combined with hands-on experience. I believe in pairing new hires with experienced team members for mentoring while also encouraging questions and open discussion to enhance their learning experience.

I have considerable experience using various ERP systems, including Microsoft Dynamics CRM, for managing service operations, tracking customer interactions, and maintaining records. This expertise allows me to streamline processes, improve efficiency, and ensure accurate data management in service delivery.

Handling underperformance involves a careful assessment of the situation. I prefer to have one-on-one conversations to understand any external factors or skill gaps. Together, we can create an improvement plan that provides support and sets clear expectations.

The most important quality for a Service Manager is the ability to lead effectively and foster teamwork. A great service manager should be a strong communicator, adaptable to challenges, and deeply invested in both the customer experience and the well-being of their team, promoting a collaborative and proactive environment.