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Posted : Wednesday, October 25, 2023 04:34 AM
Type: Full-Time position, salary (exempt), High-level
Functions: Oversee the Service Department
Department: Service
Reports to: Operations Manager
POSITION SUMMARY
Our Service Business Manager (SBM) will have the primary responsibility to coordinate business activities for legacy systems in Hawaii.
Will Coordinate the planning, implementation, management, and continual improvement of service-related activities with senior leadership.
ESSENTIAL FUNCTIONS • Hands-on involvement and oversight into all aspects of daily operations for the service department • Lead by example to contribute to a positive team environment • Directs and supports team members while empowering them to do their best work • Oversee all aspects of workflow processes including sales, service, and customer relations • Collaborate, evaluate and advise on strategic planning relative to service activities • Provide recommendations to maximize execution and performance of evolving business strategies • Develop and manage best practices for business forecasting, metric reporting and trend analysis • Monitor, review and analyze performance to identify improvement opportunities, develop, implement and measure the success of improvement initiatives • Ensure the team provides clear communication, accurate information and prompt response times, creating a positive customer experience KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES • Previous experience in a managerial or supervisory role within the service industry • Diverse experiences and measurable successes at a management level • Demonstrated Leadership skills to motivate and inspire teams, fostering a positive and collaborative work culture that drives employee engagement and performance • Presentation and communication skills, allowing you to effectively convey information, train team members, and represent the organization to external stakeholders • Think strategically, anticipate future consequence and trends, and incorporate them into an actionable and organized vision/plan • Consistent, predictable, calm, confident and conciliatory management style • Pursue challenges; able to act and react as necessary, even if limited information is available; not afraid to take charge of a situation; can overcome resistance to leadership and take unpopular stands when necessary • Conflict resolution and problem-solving skills, enabling you to handle challenging customer situations with diplomacy and grace • Work effectively with clients and associates of all levels in a fast-paced environment • Possess a positive attitude, strong work ethics, and reliability to the team, ensuring punctuality and dedication • A strong customer-centric approach to ensure excellent service delivery • Passion for providing exceptional customer experiences and a customer-centric mindset that drives your decision-making and interactions with customers and team members alike • Provide positive customer service interactions and encourages team to capture customer loyalty and referrals • Proactive and innovative mindset, constantly seeking new ways to improve processes, enhance efficiency, and elevate the customer support experience • Develop and implement customer service standards, policies, and procedures that align with organizational goals and values • Strong analytical skills and experience with data analysis tools, allowing you to gather insights, identify trends, and make data-driven decisions to optimize customer support operations • Highest levels of integrity and dependability with a strong sense of urgency and results oriented work process • The capability to manage resources, prioritize tasks, and meet deadlines • Strong attention to detail, highly organized, and ability to prioritize tasks WORKING CONDITIONS • Sitting for extended periods of time in an air-conditioned office • Work in confined spaces and various temperatures in a warehouse environment or at job locations • Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components • Ability to lift and carry up to 40 pounds MINIMUM QUALIFICATIONS • High School Diploma or GED equivalent • Valid US Driver’s License and provide a clean Motor Vehicle Report • 5+ years of supervisory and/or service management experience • Fluent oral and written English; strong communication skills • Able to pass pre-employment drug screening and background check PREFERRED QUALIFICATIONS • Experience in construction/renewable energy is a plus • Bachelor's degree in a relevant field, such as Business Administration, Communications, or a related discipline, providing you with a strong foundation for success in a leadership role • Proven track record of implementing customer service strategies and driving improvements in customer satisfaction metrics • Proficiency in additional languages commonly spoken in Hawaii, such as Hawaiian, Japanese, or Mandarin, enabling you to effectively communicate with a diverse customer base • Training or certifications in customer service, leadership, or related areas, demonstrating your commitment to professional development and continuous improvement • Experience with remote customer support or virtual team management, showcasing your ability to adapt to evolving work environments and effectively lead distributed teams Skills Preferred DECISION MAKING CUSTOMER SERVICE ADMINISTRATIVE Behaviors Preferred Innovative: Consistently introduces new ideas and demonstrates original thinking Leader: Inspires teammates to follow them Motivations Preferred Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization Entrepreneurial Spirit: Inspired to perform well by an ability to drive new ventures within the business Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.
41 CFR 60-1.
35(c)
Will Coordinate the planning, implementation, management, and continual improvement of service-related activities with senior leadership.
ESSENTIAL FUNCTIONS • Hands-on involvement and oversight into all aspects of daily operations for the service department • Lead by example to contribute to a positive team environment • Directs and supports team members while empowering them to do their best work • Oversee all aspects of workflow processes including sales, service, and customer relations • Collaborate, evaluate and advise on strategic planning relative to service activities • Provide recommendations to maximize execution and performance of evolving business strategies • Develop and manage best practices for business forecasting, metric reporting and trend analysis • Monitor, review and analyze performance to identify improvement opportunities, develop, implement and measure the success of improvement initiatives • Ensure the team provides clear communication, accurate information and prompt response times, creating a positive customer experience KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES • Previous experience in a managerial or supervisory role within the service industry • Diverse experiences and measurable successes at a management level • Demonstrated Leadership skills to motivate and inspire teams, fostering a positive and collaborative work culture that drives employee engagement and performance • Presentation and communication skills, allowing you to effectively convey information, train team members, and represent the organization to external stakeholders • Think strategically, anticipate future consequence and trends, and incorporate them into an actionable and organized vision/plan • Consistent, predictable, calm, confident and conciliatory management style • Pursue challenges; able to act and react as necessary, even if limited information is available; not afraid to take charge of a situation; can overcome resistance to leadership and take unpopular stands when necessary • Conflict resolution and problem-solving skills, enabling you to handle challenging customer situations with diplomacy and grace • Work effectively with clients and associates of all levels in a fast-paced environment • Possess a positive attitude, strong work ethics, and reliability to the team, ensuring punctuality and dedication • A strong customer-centric approach to ensure excellent service delivery • Passion for providing exceptional customer experiences and a customer-centric mindset that drives your decision-making and interactions with customers and team members alike • Provide positive customer service interactions and encourages team to capture customer loyalty and referrals • Proactive and innovative mindset, constantly seeking new ways to improve processes, enhance efficiency, and elevate the customer support experience • Develop and implement customer service standards, policies, and procedures that align with organizational goals and values • Strong analytical skills and experience with data analysis tools, allowing you to gather insights, identify trends, and make data-driven decisions to optimize customer support operations • Highest levels of integrity and dependability with a strong sense of urgency and results oriented work process • The capability to manage resources, prioritize tasks, and meet deadlines • Strong attention to detail, highly organized, and ability to prioritize tasks WORKING CONDITIONS • Sitting for extended periods of time in an air-conditioned office • Work in confined spaces and various temperatures in a warehouse environment or at job locations • Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components • Ability to lift and carry up to 40 pounds MINIMUM QUALIFICATIONS • High School Diploma or GED equivalent • Valid US Driver’s License and provide a clean Motor Vehicle Report • 5+ years of supervisory and/or service management experience • Fluent oral and written English; strong communication skills • Able to pass pre-employment drug screening and background check PREFERRED QUALIFICATIONS • Experience in construction/renewable energy is a plus • Bachelor's degree in a relevant field, such as Business Administration, Communications, or a related discipline, providing you with a strong foundation for success in a leadership role • Proven track record of implementing customer service strategies and driving improvements in customer satisfaction metrics • Proficiency in additional languages commonly spoken in Hawaii, such as Hawaiian, Japanese, or Mandarin, enabling you to effectively communicate with a diverse customer base • Training or certifications in customer service, leadership, or related areas, demonstrating your commitment to professional development and continuous improvement • Experience with remote customer support or virtual team management, showcasing your ability to adapt to evolving work environments and effectively lead distributed teams Skills Preferred DECISION MAKING CUSTOMER SERVICE ADMINISTRATIVE Behaviors Preferred Innovative: Consistently introduces new ideas and demonstrates original thinking Leader: Inspires teammates to follow them Motivations Preferred Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization Entrepreneurial Spirit: Inspired to perform well by an ability to drive new ventures within the business Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.
41 CFR 60-1.
35(c)
• Phone : NA
• Location : Aiea,Hawaii,96701,United States, ‘Aiea, HI
• Post ID: 9025982149
