Technical Service Manager

Essential Duties & Responsibilities:

• Schedule appointments for clients, answer phones and track customers’ service records Assess the service needs of customers and connect them with the correct service provider

• Fields customer service and repair requests, and schedules technicians

• Prepares for scheduled work, including parts requisition, site visits, plan review, and inspections.

• Tracks technician performance, including compliance with applicable codes and laws.

• Provides a high level of communication with customers and team members throughout timeline of scheduled services and ensures customer satisfaction

• Supports the operations team with new customer onboarding process and manages service and repair implementation.

• Maintains accurate customer data in various digital databases.

• Reviews completed service and repair orders, before releasing to billing department.

• Audits real time profit and loss data for service, repair, and inspection activities and reviews budget adherence.

• Work closely with Operations Manager to Maintain profitability of work through work hours vs billed hours

• Cross-coordinate technician schedules with Inspection Coordinator.

• Reviews technician time submitted on daily basis, to assure correct billing time.

• Act as backup and support for duties of the Inspection Coordinator as needed. Maintains a professional image that reflects the core values of Pye-Barker Fire & Safety

• Ensures and safeguards a World Class Service customer experience. Answer telephones and respond to email inquiries in the office

• Perform other duties assigned by management.