Service Manager, West

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. Requirements 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 Highlights Manages the team’s capacity, workload and workforce planning. Able to address personnel issues and development needs while fostering a culture of accountability, safety, and customer focus. Originally posted on Himalayas