Service Manager, West

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