Service Manager: Pros and Cons of a Position, Responsibilities

Service manager is one of the main specializations generated by modern commercial progress.

Service manager, or more fully - service manager, - this is a specialist who is engaged only in managing the quality of work in a particular enterprise (in the organization). This is no less important than the selection of personnel. Even the most trained professionals who are not constantly monitored can make mistakes. And the price of such errors is a significant loss of money and reputation (that is, ultimately the same money). This is why the contribution of the service manager to maintaining the well-being of the company is so important.

Service management is even more often singled out as a separate area of ​​activity. The purpose of such management is to ensure the optimal use of material and other resources of the organization while maintaining a high level of customer service. At the same time, managers must simultaneously ensure that all their subordinates act harmoniously and harmoniously. We will have to draw up clear plans and monitor their implementation, if necessary, adjust the plan itself. Service management in any field (in a hotel, amusement park, airport, cinema, store) is divided into three main components.

The technical component involves daily hard work, which avoids breakdowns and schedule changes.Management service management is designed to coordinate and coordinate all kinds of actions of different departments. Specialists in it are also obliged to develop production programs and the budget of the organization, or at least participate in this work. Institutional service manager develops long-term plans. Also he formulates long-term goals and does everything possible to ensure that the organization’s service department is adapted to long-term changes.

These are former military and sailors of the merchant fleet, construction superintendents and engineers of VET, former chip collectors and economists who turned out to be unnecessary, chemists - yes, anyone. But the situation is changing - and now mastering special knowledge is becoming increasingly relevant. Only those who study systematically as a car service manager, and not just gain experience and rely on intuition. The real manager takes into account the needs of customers and decides how to organize their satisfaction in the most effective way - this is the essence of the profession.

The focus will be on:

• use of special programs;
• tracking customer interests;
• assessment of their satisfaction;
• the use of damage insurance packages;
• normal work with complaints and positive reviews;
• warehouse management.

The key job responsibilities of the service manager are due to the fact that he acts as a connecting element between the organization and customers. This specialist should ensure that at the stage of both primary and after-sales service consumers do not have any problems. Service manager job descriptions usually include:

• the availability of higher education (and continuing education at a regular level);
• mastery of basic computer programs;
• the ability to organize paperwork and paperwork, to be included in them;
• a clear understanding of how the technique works, how it is completed;
• willingness to control the quality of work of service specialists.

The service sector manager in any organization has to constantly work with information. Somewhere there is not enough spare parts or material resources, somewhere you need to conclude an additional contract with suppliers (and do not forget when to pay a fee for electricity, heat and other communal benefits). The service manager is also required to:

• advise applicants;
• Demonstrate to current and potential customers how everything works;
• draw up the necessary documents about the transaction;
• optimize expenses;
• Track the progress of the transaction.

But all these are only the main responsibilities, and there are also secondary ones, without which, however, the company cannot count on competitiveness. Have to:

• take care of the growth of the organization and increase its credibility (through customer satisfaction);
• monitor the situation on the market as a whole and among competitors;
• set up subordinates to achieve their planned goals;
• think over how to get ahead of competing organizations in terms of service quality, and how to offer a higher level product.

But it’s worth understanding that To perform the duties, certain rights are delegated to the service manager. So, he can improve his professional level at the expense of the company and receive information about projects that the company starts or is about to start in the near future. The manager also has the right to offer direct management those or other innovations both in their department and in others, if they are needed for maximum efficiency.

A service manager can carry both tangible and intangible responsibilities. Both points are recorded most often in corporate standards on production and business activities. You will also have to answer for:

• non-compliance with internal regulations;
• violation of fire safety rules;
• violation of safety standards;
• material damage caused;
• refusal to perform official duties or gross errors in their performance;
• violation of civil and criminal law.

We are ready to accept service managers in any field where there is service in the proper sense of the word. We are talking about organizations involved in fashion and clothing, tourism and transportation, warehouse activities, organization of holidays. Service, of course, is important for hotels and restaurants, beauty salons and attractions, large department stores and shopping centers, real estate agencies and insurance. But you can also find application to your strengths and abilities:

• in the bank;
• at the hairdresser;
• in car service;
• in a taxi service;
• in a company engaged in car sharing, car rental, apartment moving;
• in organizations engaged in the repair and design of apartments;
• in legal advice;
• at the accounting services bureau;
• in the field of repair of household appliances;
• in commercial educational, medical institutions, driving schools, cleaning companies.