The National Service Manager directs all activity of an assigned service territory. Is responsible for directing new product installation, on-going maintenance and emergency service of our current installed base, and delivering world-class customer satisfaction while rapidly growing a profitable service business within the assigned territory. Other required activities include developing and leading a solid service team, developing and executing a strategic business plan. The Service Manager will also work closely with a dynamic sales team and manage the performance and relationship with the Company’s subcontractors. The Service Manager is responsible for setting the tone of great customer service, monitoring the functionality of equipment and machinery, and ensures that service personnel perform duties in accordance with Gemsys policies and standards. The Service Manager also develops goals for subordinates, makes real-time decisions and provides reporting to senior management. He/she manages contractual obligations with customers, and ensures daily tasks are met within customer contractual SLA (Service Level Agreements). He/she works closely with other team members within the department and interfacing departments. Leads by example

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Responsibilities:

• Responsible for the day to day operations and profitability for assigned territory and team of Service Technicians and sub contract partners.

• Responsible to manage all inbound service and support requests, preventative maintenance schedules and other repair activities in assigned territory.

• Responsible for vendor and Gemsys Technical relationship. New product introduction and training. Manufacturers warranty repair/replacement process availability of parts supply. Working with sales on sourcing strategy and pricing.

• Coordinate and supervise activity between the Service Center, Field and Inside Service Technicians

• Responsible for helping to expand the support network by creating and maintaining relationships with sub contractor partners, dealers and external support channels.

• Establishes performance measures, goals, objectives and priorities for staff to provide technical direction, set project priorities, and ensure department activities are completed on time

• Reviews and administers contracts, agreements and/or leases to ensure service is in compliance with contract specifications, and to verify the accuracy of invoice figures using the actual contracts and invoices

• Monitor Technical Support call reports/logs, e-mail, queue (call center), and cases for performance to SLAs and overall department productivity and improvement opportunities

• Works closely with other team members within the service organization to ensure continuous improvements with Service and Support Program Deliverables.

• Ensures the integrity of the customer databases, including reporting and tracking of maintenance and service activities, relevant customer information, and necessary follow-up on maintenance and service activity performed.

• Drive business growth, promotion of service offerings, understanding customers’ needs and finding ways to deliver upon and/or exceed customer expectations.

• Steers the development of new contract options, and support opportunities for development of additional service products

• Act as a liaison between Technical Support and Sales & Procurement reporting high priority and critical bugs/issues

• Coordinates department budget and directs the procurement of supplies, services, and equipment to ensure the budget plan is adequate to meet the department's commitments and to ensure the budget is not overspent