Providing consistently excellent service is a key component of our growth strategy. . The Service Manager must be a leader that builds a first-class service department strong enough to help the company maximize profits and create value in our service and maintenance offerings and adapt to the changing technology landscape.

The Service Manager is the primary leader of the Morgan Birge technical team. The person in this role will be a key determinant of the success of Morgan Birge’s long term strategy. Reporting directly to the Management Team, the Service Manager is responsible for the coordination and management of the technical resources working on ConnectWise service tickets. Strict adherence to the ConnectWise service ticket processes is required for the Service Manager to properly manage the technical resources.

Customer Service:

· Ensure Morgan Birge technical resources adhere to established ConnectWise processes

· Ensure all tickets are scheduled with specific dates and times

· Ensure there is quality communication within the ticket that is clearly written, contains schedule-based next steps and sets expectations for completion with the customer

· Communication between the customer and the Service Manager within tickets should be very limited, techs should lead customer communication

· Work with the Purchasing Manager to ensure all service ticket hardware and materials are properly allocated and handled in accordance with ConnectWise process

· Ensure tickets don’t drift and are completed efficiently – investigating tickets that are stale to make sure there is quality communication and a plan for ticket resolution

· Foster an environment where all stakeholders are treated with a welcoming attitude, respect, and courtesy

· Ensure tickets are closed and invoiced in a timely manner, closing completed tickets on a daily basis

· Ensure sub-contractor tickets are closed efficiently and according to the ConnectWise process

Resource Management:

· Work to ensure technical resources are utilized at least at 80%

· Provide regular feedback and coaching to the technicians related to their adherence to ConnectWise processes

· Work with the project manager to allocate resources for project and pre-sales tickets

· Work with the Management Team and the Project Manager to develop the skills of our technical resources in a way that helps facilitate the tech and Morgan Birge’s long term growth

· Provide feedback to the Management Team during weekly meetings and as required on how ConnectWise processes are working, how the technical team is performing and ideas on creating a more efficient and profitable technical team

Data Integrity:

· Ensure data integrity within ConnectWise by ensuring all work is scheduled on a ticket and that techs properly record their time and their notes on a ticket contemporaneous to their technical work

Job Type: Full-time

Pay: $80,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• Flexible schedule
• Health insurance
• Paid time off

Day range:

• Monday to Friday

Shift:

• 8 hour shift

Application Question(s):

• Please write a cover letter explaining why you would be a good fit for this position.

License/Certification:

• Driver's License (Preferred)

Work Location: Remote

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