Service Manager, West

About this role

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.
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