Service Manager

Description

Concentric is the first national industrial power services organization delivering forklift and critical power as well as maintenance solutions that ensure uninterrupted, sustainable facility power. The company’s signature solutions, Guaranteed POWER® and Perpetual POWER® are industry firsts, improving reliability, sustainability, and safety to solve the power problem for facility leaders. Concentric helps data centers, distributors, manufacturers, utilities, communications infrastructure and more develop resilience in their power systems while making the energy transition with less risk.

With a national network of service professionals, Concentric provides engineering, installation and maintenance/management for power equipment including backup batteries, UPSs, generators, energy storage, micro grids, forklift power, onsite maintenance and more. Learn more at

The Service Manager will be responsible for managing Technicians and possibly other positions who are critical to the operations and delivery of service. They manage the overall financial performance and customer service of the service regions. The Service Manager reports to either an Operations Manager or to the Director of Operations for a geographical region and has 2 or more direct reports.

• Reliable attendance and punctuality.
• Communicate job expectations with Technicians and other personnel.
• Assign, schedule, prioritize repairs, monitor, appraise job results, and foster a spirit of cooperation and teamwork with technicians and other personnel.
• Hire, train, supervise, and provide corrective performance coaching to staff to reduce customer down time and maintain high-quality Technicians.
• Initiate, coordinate, monitor, and enforce systems, policies and procedures.
• Maintain safe, clean and organized work environment(s) by educating and directing personnel on the use of all control points, equipment and resources.
• Develop a culture of safety that meets or exceeds the company’s high standards.
• Maintain a high standard of quality customer repairs and customer service.
• Resolve personnel and service problems by analyzing data, investigating issues, identifying solutions, and recommending action.
• Answer questions and respond to requests timely for internal and external customers.
• Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, benchmarking state-of-the-art practices, and participating in professional societies.
• Develop thorough knowledge of the Company’s operating standards, policies, directives, and safety instructions pertaining to the assignment.
• Assist with monitoring technician WIP reports and ensure limited hours remain for EOM.
• Collaborate with regional sales leadership to coordinate activities between Sales and Operations teams.
• Work with regional leadership to manage and drive financial forecasting and results.
• Other duties as assigned by supervisor.

• A score card that reflects performance in areas such as safety, completion time for projects, customer satisfaction, and issue resolution.
• Management observation regarding attitude, diligence, team contributions, and willingness & ability to learn new skills and information.
• Growth of existing customer services utilized.
• Driving key business initiatives as the customer needs change.
• Other key metrics prescribed by Concentric leadership, resulting in positive customer and Company impact.

• High School Diploma or GED is required.
• Certification from a technical school focused on electrical, mechanical repair or battery maintenance preferred.
• Associate degree from an approved two-year college or university, preferred or equivalent experience.
• Strong mechanical aptitude required, previous hands-on mechanical repair and/or troubleshooting experience preferred.
• Must be able to pass a background check and drug screen.
• Experience managing service personnel.
• Strong management and leadership skills.
• Excellent interpersonal skills and a collaborative management style.
• Extensive skills in Microsoft Office Products.
• Excellent verbal,…