Service manager: duties, requirements, salary

2024 Author: Howard Calhoun | [email protected]. Last modified: 2023-12-17 10:16

Depending on the field of activity, there are different definitions for a service manager. If we consider this profession in general, then we are talking about the link between the organization and clients. If you take a specific field of activity, then you can set fairly clear parameters for it: salary, duties, job description of a service manager, and so on.

Definition

Service manager is a company specialist representing its services. On the one hand, he helps the customer to realize his need. On the other hand, he implements his obligations and influences other people involved in the process of providing services, performs quality control of work. That is, we are talking about a multitasking position.

Basic

Who is this and what does the manager - at the same time it is known to everyone and not completely clear to many. Because this position in the company is complex. The range of duties of a service manager is quite wide and, depending on the field of activity, can be verydifferent industries.

However, the most common use of the term service manager refers to specialist managers of certain processes who interact with the business and are responsible for services. As a rule, for the company's IT services.

Service manager is an employee responsible for the well-established production and economic activities of the organization and feedback from customers. Often he is also responsible for after-sales customer service.

HR managers are looking for employees for this position with a salary of 45,000 rubles. The amount may vary depending on the city, but in general it is above the average earnings for the company. The service manager himself influences the formation of the personnel reserve of the organization. Therefore, the requirements for the performer in this position are often very high.

Job Description

Needed to determine the responsibility, rights and obligations of the service manager. According to it, he reports directly to the head of the company, who has the right to appoint or dismiss the manager from his position. Moreover, he can determine and change the salary of the manager.

A person who meets the requirements and has the necessary qualifications, such as higher education, experience in a similar position, and others, is appointed to the position of a service manager. Also, the duties of a service manager include knowledge of basic computer programs, document management and office work, understanding the functioning of various types of equipment, its configuration, as well as the implementation of quality control.

Main Duties

There are quite a lot of requirements for a manager. What are they? Among the main functional responsibilities of a service manager are the following:

• reception and distribution of incoming information;
• customer advice;
• demonstration of equipment operation for customers;
• selection and sale of spare parts;
• execution of the sales contract;
• tracing the stages of the deal;
• filling out forms (sales, returns, repairs, equipment maintenance);
• preparation of equipment for sending for repair;
• cost optimization;
• participation in the preparation and conduct of product presentations and negotiations.

But this is not a complete list of the duties of a service manager. There are also additional, no less important functions, without which its successful operation is impossible.

Responsibilities secondary

The job description of a service manager is not limited to the basic set of duties. He has many more. Moreover, without additional responsibilities, his work would not be satisfactory and would not make the company competitive.

Among other duties of a service manager, it is worth mentioning:

• Care for the growth of the company and its recognition in the region of operation. Translated into the language of customers, this means that the service manager is as focused as possible on meeting their needs for consulting, selling andservice.
• Awareness of the potential of the market and its services on it.
• Using successful customer experience to sell your services and products.
• Tuning colleagues at work to achieve the goals of the organization, their constant focus on customer satisfaction.
• Identification of competitors and the direction of their activities. Working ahead of their moves.

Only by fulfilling the full range of duties, a service manager can make his company a market leader. Here the important fact is the payment for his services. A manager's salary reflects the scope of his functions.

Rights

Rights are the assumptions and opportunities for an employee in an organization. The HR manager is most often responsible for accounting for and observing the rights of an employee in an organization.

Service manager has the following rights:

• receive the assistance of the head in the areas of activity entrusted to him;
• improve their professional qualifications, including at the expense of the company, if it is provided for by the employment contract;
• be aware of the decisions of the direct manager regarding the projects in which he is involved;
• offer to your immediate supervisor for consideration proposals in their areas of activity;
• receive from management and other employees of the company all the information necessary to carry out their activities.

The list of rights is not limited to those listed above, but they are basic in this profession. Working modeservice manager is determined by the internal labor regulations of the organization.

Responsibility

May be tangible and intangible. Usually it is written in the explanation of production and economic activities. This is the extent to which an employee is accountable to the company for their work and its results.

Among other duties of the service manager are expressed in the following responsibilities:

• violation of the company's internal rules, including fire safety rules, safety regulations, etc.;
• causing material damage - in accordance with the employment contract;
• for any legal violations - in accordance with administrative, civil and criminal laws;
• for improper performance or non-performance of his duties stipulated in his job description.

Main Tasks

A service manager has quite a few tasks, which largely explains his manager-level salary. Let's highlight the main ones, without which his work is impossible:

• Customer satisfaction.
• Building and maintaining good relationships of trust between customers and company employees.
• Compliance with the interests of the client in terms of the quality of the services and works provided. Including compliance with deadlines, correct calculation of services, fulfillment of these promises, maintaining the high quality of services provided.
• Operationalwork on request.
• Monitoring the availability of all necessary products in stock and their availability for customers.
• Track customer satisfaction with services and products provided.
• Solving all issues, including complex ones related to the return of goods, complaints, questions on warranty and post-warranty support.
• Maintaining business relationships with service and parts suppliers (including bulk purchases).
• Quality control of work.

Without a focus on the result in relation to these tasks, the successful work of the service manager is impossible. But the answer to the question of who it is and what a manager does is not limited to basic responsibilities.

Additional tasks

Separately, it is worth highlighting the tasks that the service manager faces in terms of competition with other companies. Regarding the management of competitors, the following responsibilities of the service manager can be distinguished:

• Constant monitoring of the progress and actions of competitors. Analysis and identification of sales opportunities, observation of the developed part of the market, as well as the potential. Analysis of the range of services provided by a competitor. Observation and accounting for market features (such as seasonal fluctuations, as well as market news).
• Creation of a strategy, its support and implementation in the assigned market area in the area of its responsibility, including expanding the list of goods and services, taking into account the needs of customers and the areas of work of competitors. Expansion of the product line for a growing market or for customersother categories.
• Preparing advertising and promotions, participating in promotions and distribution of sales promotion materials.
• Development and implementation of additional services and specific categories.
• Promote business relationships with a core customer pool.
• Retaliation moves to the actions of competitors.
• Checking and monitoring the effectiveness of implemented measures to promote products and services.
• Control costs and revenues in the assigned area.

And, of course, this is a series of administrative tasks that a service manager performs for his employer.

Administrative tasks

The service manager does not always own this area of responsibility, but it is still worth mentioning the personnel and other tasks of this profession:

• guiding, instructing, stimulating and supporting subordinates to stay ahead of the competition and unlock market potential;
• control and evaluation of the work of assigned subordinates;
• planning activities to improve the skills of subordinates;
• establishing optimal relationships between subordinates.

Functions

And the last thing worth mentioning, speaking of the service manager profession, are the functions that it is endowed with:

• forecasting the work of the service department, taking into account changing market conditions and technological progress;
• development of uniform methods of work and quality standards for the company;
• use allchannels of communication with customers for product marketing;
• development of activities to stimulate sales in the company;
• carry out and supervise repairs;
• timely replenish the warehouse with the necessary equipment and components;
• monitoring the effectiveness of promotions, events and participation in exhibitions and other industry events;
• checking the technical condition of the equipment;
• coordination of the work of other services, if necessary, the establishment of interaction between them;
• compliance for company audit;
• monitoring service revenue recovery;
• execution of instructions from the management;
• regular review and analysis of the company's results;
• Checking the performance and management of the enterprise.

Depending on the size of the company and its market, as well as the size of the sales network, the functions of the service manager can vary significantly even within the same company. Therefore, the most complete and specific, as well as up-to-date information on working as a service manager can be obtained directly from the employing company.