Service manager: pros and cons of the 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 deals only with quality management of work in a particular enterprise (organization). This is no less important than the selection of personnel. Even the most trained professionals, who are not under constant supervision, can make mistakes. And the cost of such mistakes is a significant loss of money and reputation (that is, ultimately, the same money). This is why the contribution of the service manager to the well-being of the company is so important.

Service management is even more and 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. You will have to draw up clear plans and monitor their implementation, if necessary, adjust the plan itself. Service management in any area (hotel, amusement park, airport, cinema, store) is divided into three main components.

The technical component means hard work on a daily basis to avoid disruptions and scheduling.Management service management is designed to coordinate and coordinate all kinds of actions of different departments. Specialists on it are also required to develop production programs and the budget of the organization, or at least participate in this work. The institutional service manager develops long-term plans. Also he formulates long-term goals and does his utmost to ensure that the organization's service department is adapted to long-term changes.

These are former military men and sailors of the merchant fleet, foremen and engineers of the PTO, former assemblers of microcircuits and economists who turned out to be unnecessary, chemists - or anyone else. But the situation is changing - and now the mastery of special knowledge is becoming more and more urgent. Only those who study systematically in the specialty of a car service manager, and not just gain experience and rely on intuition. A real manager takes into account the needs of clients and decides how to organize their satisfaction in the most efficient way - this is the essence of the profession.

The main attention will be paid to:

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

The key job responsibilities of a service manager stem from the fact that he acts as a link between the organization and the customers. This specialist must ensure that no problems arise with consumers during both initial and after-sales service. Service managers' job descriptions usually mention:

• the presence of higher education (and professional development at a regular level);
• possession of basic computer programs;
• the ability to organize document flow and office work, to be included in them;
• a clear understanding of how the equipment works, how it is completed;
• readiness to control the quality of work of service specialists.

A 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 agreement with suppliers (and not forget when to pay for electricity, heat and other utility bills). The service manager is also required to:

• advise applicants;
• demonstrate to current and potential clients how everything works;
• draw up the necessary documents for the transaction;
• optimize costs;
• track the passage of the stages of the transaction.

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

• to take care of the growth of the organization and increase its authority (through customer satisfaction);
• track the state of affairs in the market as a whole and among competitors;
• tune subordinates to implement the planned goals;
• think over how to outstrip competing organizations in terms of service quality, how to offer a product of a higher level.

But it should be understood that to perform duties, the service manager is delegated certain rights. So, he can improve his professional level at the expense of the company and receive information about projects that the company is starting or is going to start in the near future... The manager also has the right offer direct management certain innovations both in your department and in others, if they are needed for maximum efficiency.

The service manager can bear both material and non-material responsibility. Both points are fixed most often in corporate regulations on production and economic activities. You will also have to be responsible for:

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

Service managers are ready to accept in any area where there is service in the true sense of the word. We are talking about organizations dealing with fashion and clothing, tourism and transport, warehousing, organization of holidays. Service is certainly important for hotels and restaurants, beauty salons and attractions, large department stores and shopping centers, real estate and insurance agencies. But you can also find an application for your strengths and abilities:

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