• Responsible for ensuring Service & Optimization guidelines & best practices are followed. • Proactively identifying actions, performing offline tasks assigned in DMBs, and escalating any blockers to ensure consistent improvement in KPI performance and field operations in general. • Service Manager is responsible for joining DMB meetings daily and being prepared to discuss progress on relevant KPIs and actions to improve underperforming KPIs. • Ensure environmental, health and safety compliance within service team. • Provide training to all employees to ensure a safe and productive work environment both in the shop and at customer sites. • Review work orders, invoices, and time reports for accuracy and to ensure efficient management of accounts receivable. • Resolve warranty issues, product recall notices, operational problems with products, premature failures, and other issues as they apply to products and equipment sold and serviced by the company. • Communicate regularly within the team to ensure that personnel are being scheduled and dispatched properly by skill level, efficiency, and training requirements. • Recruit, interview, hire and train technicians as required to meet workload demands, and company or customer expectations and requirements. • Meet with customers in the service territory to ensure satisfaction and retention as well as prospects for additional service opportunities. • Supervise and direct field technicians to effectively perform the functions of equipment repair, maintenance, start-up, operation, and other duties as required to ensure customer satisfaction. • Forecast, monitor, and document financial performance against plan. • Coordinates, prioritizes and resolves issues encountered by a more experienced team. • Manages more experienced team according to established programs and objectives. • Contacts customer, collects feedback, and establishes and maintains good relationship with customers. • Responds to key customer complaints and carries out customer satisfaction investigations to ensure establishment of appropriate improvement plans.