Service Manager

Patterson isn't just a place to work, it's a partner that cares about your success.

One of the distinguishing marks of our company is the talented people who embrace the people-first, always advancing, and results-driven culture. Professional growth abounds in this motivating environment. We value the diverse talents and experiences our employees bring to Patterson and believe that they build a stronger and successful organization.

The Service Manager role is responsible for the management of daily operations and employees within a robust service department. This role collaborates with leadership to develop local market service strategy, and align branch and corporate initiatives, to encourage growth of current business and cultivate new customers.

Essential Functions

• Responsible for building strong relationships with customers with face-to-face interaction, as well as building strong working alliances with internal departments or facilities to ensure proper management of the service life-cycles.

• Provide regular direction and coaching to field-based employees to ensure timely service to customers, increased service revenue, and implementation of best practices and optimization of efficient department workflows

• Develop department KPIs, and drive team performance through KPI and profit & loss performance reporting; implement operational process improvements that are aligned with strategic priorities

• Develop and manage project plans in support of the sales and technical service life-cycle, including delegating responsibilities to technical service, and operations staff and holding staff accountable for executing on project deliverables.

• Manage service assets including technician fleet vehicles, tools, parts inventory, and the resolution of inventory variances

• Partner with relevant branch and company departments to develop a successful and healthy Service Department through designing and executing on a team and customer-focused culture by finding the knowledge and skills to bridge operational gaps, creating optimal workflows, and aligning internal processes

• Responsible to ensure our service technicians are compliant with company and regulatory standards (i.e. x-ray compliance, rental equipment reporting, etc.)

• Communicate organization information through department meetings, one-on-one meetings, co-travel, email, and regular interpersonal communication; resolve employee concerns in an effective, prompt, and consistent manner and promote an inclusive environment where different employee perspectives are valued

• Oversee, and effectively lead, branch and team directed change management activities

• Comply with Company and department policies and standards; performs other duties as assigned

People Management

• Accountable for team staffing and managing direct reports to include development, performance management, goal setting, and other managerial duties

• Ensures direct reports are aware of and follow ethical business practices and Company’s Code of Conduct to maintain a supportive and productive working environment.

Minimum Requirements

• Bachelor's Degree in Business or related area or equivalent education and/or experience

• 6 years experience in a related industry such as service or warehouse, or in a leadership/management role and

• 2 years management or leadership experience gained through increasingly responsible and mentoring peers within a service department

• Drivers License Required

Preferred Requirements

• Valid driver’s license along with good driving record. Required

Skills and Abilities

• Ability to clearly and confidently communicate and present a variety of content

• Comfort utilizing technology and automation tools

• Highly motivated with exceptional customer service, planning, and organizational skills

• Demonstrated ability to generate and execute change management projects

• Proficiency with the Microsoft Office suite including in-depth knowledge of Outlook, Word, and Excel with the ability to pick up new systems and software easily

Physical and Cognitive Demands

• Communicate/Hearing Frequently

• Communicate/Talking Frequently

• Learn New Tasks or Concepts Frequently

• Make Timely Decisions in the Context of a Workflow Frequently

• Complete Tasks Independently Constantly

• Maintain Focus Constantly

• Remember Processes & Procedures Constantly

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