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This question is about what a service manager does and service manager.
What are the roles and responsibilities of a service manager?
The roles and responsibilities of a service manager include covering a team of service associates while also ensuring the business operates as usual.
The main roles and responsibilities for service managers include:
Maintaining a positive attitude while leading a team of service associates efficiently and productively.
Anticipating service associate needs using proper leadership techniques and proven problem-solving methods
Having full working knowledge of the service associate handbook to respond to every customer and service associate inquiry
Managing all external service providers and reviewing yearly contracts as needed to be able to maximize profitability
Monitoring top tier customer problems to ensure a high level of response time and proper problem resolutions
Understanding how to make changes to the company knowledge base to anticipate the needs of your team
Developing a standard operating procedure handbook and a marketable service catalog for customers
Monitoring time cards and maintaining fair schedules while tracking the calendar for holidays and emergency changes
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