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 functions. In 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

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