Service manager: duties, requirements, salary

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 a link between the organization and customers. If you take a specific field of activity, then you can set fairly clear parameters for it: salary, responsibilities, job description of a service manager, and so on.

Definition

A service manager is a company specialist who represents its services. On the one hand, it helps the customer realize his need. On the other hand, it implements its obligations and has an impact on other people involved in the process of providing services, performs quality control of work. That is, we are talking about a multitasking position.

Main

Who this is and what the manager is doing is at the same time known to everyone and not completely clear to many. Because this position in the company is comprehensive. The range of responsibilities of a service manager is quite wide and, depending on the field of activity, can vary greatly in different industries.

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

A service manager is an employee responsible for the organization of production and business activities of the organization and customer feedback. Often he is also responsible for after-sales customer service.

Human resources managers are looking for employees for this position with a salary of 45,000 rubles or more. The amount may vary depending on the city, but in general is higher than 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 contractor in this position are often very high.

Job description

It is necessary to determine the responsibilities, 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 post. Moreover, he can determine and change the manager’s salary.

A person who meets the requirements and has the necessary qualifications, such as having a higher education, work 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, workflow and paperwork, understanding the functioning of various types of equipment, its configuration, as well as the implementation of quality control.

The main responsibilities

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

• reception and distribution of incoming information;
• customer consultation;
• demonstration of equipment for customers;
• selection and sale of spare parts;
• execution of a sales contract;
• tracking transaction steps;
• filling out forms (sale, return, repair, maintenance of equipment);
• preparation of equipment for dispatch for repair;
• cost optimization;
• participation in the preparation and conduct of product presentations and negotiations.

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

Secondary responsibilities

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

Among the other duties of a service manager, it is necessary to mention:

• Caring for the growth of the company and gaining recognition in the operating region. Translated into the language of customers, this means that the service manager is maximally focused on meeting their needs for consulting, sales and service.
• Awareness of the potential of the market and its services on it.
• Using successful customer experience to sell your services and products.
• The mood of work colleagues to achieve the intended goals of the organization, their constant focus on customer satisfaction.
• Identification of competitors and their activities. Work ahead of their actions.

Only by fulfilling the full range of duties can a service manager make his company a market leader. An important fact here is to pay for its services. The salary of the manager reflects the volume of functions performed by him.

Rights

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

The service manager has the following rights:

• receive the assistance of a manager in the areas of activity entrusted to him
• improve their professional qualifications, including at the expense of the company, if this is provided for by the employment contract;
• keep abreast of decisions of the direct manager regarding the projects in which he is involved;
• to offer your immediate supervisor for consideration of proposals in their areas of activity;
• receive from the 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 fundamental in this profession. The mode of operation of the service manager is determined by the rules of the organization’s internal labor schedule.

A responsibility

It can be tangible and intangible. Usually it is spelled out in the explanation of production and business activities. This is the measure in which an employee is responsible to the company for his work and its results.

Among other things, the responsibilities of a service manager are expressed in the following points of responsibility:

• violation of the rules of the internal order of the company, including the rules of fire safety, safety measures and so on;
• 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 their duties provided for in his job description.

Main goals

The service manager has quite a few tasks, which largely explains his managerial level salary. Let us single out the main ones, without which his work is impossible:

• Customer satisfaction.
• Creating and maintaining a good trusting relationship between customers and company employees.
• Compliance with the interests of the client in terms of the quality of services and works. Including meeting deadlines, correct calculation of services, fulfilling these promises, maintaining the high quality of the services provided.
• Operational work on request.
• Tracking the availability of all necessary products in stock and its availability to customers.
• Tracking customer satisfaction with services and products.
• The solution of all issues, including complex issues related to the return of goods, complaints, questions of warranty and post-warranty support.
• Maintaining business relations with service providers and spare parts (including wholesale purchases).
• Quality control of work.

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

Additional Tasks

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

• Constant monitoring of the progress and actions of competitors. Analysis and identification of marketing opportunities, monitoring the developed part of the market, as well as the potential. Analysis of the range of services provided by a competitor. Observation and accounting of market features (such as seasonal fluctuations, as well as market news).
• Creation of a strategy, its support and implementation in the entrusted sector of the market 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. Expanding the product line for a growing market or for customers of other categories.
• Preparation of advertising and sales promotion, participation in promotions and distributed materials on sales promotion.
• Development and implementation of additional services and specific categories.
• Stimulating business relationships with a pool of major customers.
• Response moves to competitors.
• Checking and monitoring the effectiveness of measures taken to promote products and services.
• Control of costs and revenues in the entrusted sphere.

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

Administrative tasks

Not everywhere, the service manager owns this area of ​​responsibility, but still it is worth mentioning the personnel and other tasks of this profession:

• management of subordinates, their instruction, stimulation and support for work ahead of competitors and for the development of market potential;
• monitoring and evaluating the work of entrusted subordinates;
• planning activities to improve the skills of subordinates;
• establishing optimal relationships between subordinates.

Functions

And the last thing worth mentioning when speaking about the profession of a service manager are the functions that he is endowed with:

• forecasting the work of the after-sales service taking into account the changing market conditions and technological progress;
• development of uniform working methods and quality standards for the company;
• use of all customer communication channels for marketing products;
• the development of measures to stimulate sales in the company;
• carry out and oversee repair work;
• timely replenish the warehouse with the necessary equipment and components;
• monitoring the effectiveness of actions, events and participation in exhibitions and other industry events;
• checking the technical health of the equipment;
• coordination of the work of other services, if necessary, the establishment of interaction between them;
• compliance with regulatory requirements for the audit of the company;
• control of compensation for losses in revenue for the provision of services;
• execution of management instructions;
• regular check and analysis of the achieved results of the company;
• verification of work efficiency and enterprise management.

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