Servicechef

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