Service Manager

Service Manager
BullEx is an award winning, high growth company that manufactures and sells innovative fire and safety training products to a global customer base. BullEx is devoted to utilizing smart technology to develop life-saving products and has offices in nine countries. We are seeking innovators, creators, sales generators, and engineers to join our team and add to our unique entrepreneurial culture. (BullEx is a division of LION).
The Role:
Reporting to the Director of Operations, the Service Manager is a working supervisory and managerial position primarily responsible for the administration, supervision, and management of the overall performance of the service department. This position is responsible for monitoring and reviewing all service processes; including customer facing, technical, and planning & strategy, to improve efficiencies and to help develop a plan to communicate best with the inside sales team.
Job Summary:
  • Maintain a strong understanding of developing a customer focused culture within the service team
  • Responsible for delivering a sustainable processes and follows through to drive continuous improvement
  • On-going leadership of the Customer Service team, as it relates to developing the culture, structure, roles, processes and tools required to develop and accomplish service objectives within the Company’s direction
  • Work with an experienced technical team to support a manager who is business and customer focused
  • Minimize and de-escalate customer problems and complaints
  • Works closely and develops strong working relationship with sales manager and provides feedback on escalated / VIP customer complaints and solutions
  • Develops trust with sales team that the customer is taken care of and satisfied to the best of our ability with our response
  • Provides feedback and suggestions to engineering team for product deficiencies and design change considerations based on customer feedback
  • Works closely with Engineering and operations team to provide training on new products
  • Gives feedback on troubleshooting trees and repair procedures as needed
  • Other duties as assigned
Education & Experience Qualifications:
  • High School Diploma or GED minimum
  • 5 – 10 years of related experience with 3 years in a managerial/supervisory role
  • Experience in writing/pricing maintenance and service contracts
  • Experience leading a customer service team with multiple locations / traveling and scheduling work on customer site
  • Possess a strong understanding of how the actions of our inside sales department impact our customers perception of the company as a whole
  • Strong work ethic and communication skills
  • Firefighting/Fire Safety Training a plus
Physical Requirements:
  • Work requires frequent standing, walking, bending, reaching and squatting as needed.
  • Hearing and vision required to be within normal ranges with or without correction.
  • Using proper lifting technique may be required to lift objects up to 30 lbs.
Mental Requirements:
  • Displays ambitious, positive attitude.
  • Interpersonal skills to work well within a team environment and interface with external customers.
  • Strong mechanical aptitude and ability to problem solve