Manager, Technical Services

Position Description:

ServiceTrade is a leading SaaS company transforming the fire protection, life safety, and mechanical industries. We’re seeking a motivated and skilled Manager, Technical Services to join our growing team. As a Manager, Technical Services, you will be responsible for leading a team that refactors and imports data in support of both new customer implementations and live customer projects. Your central focus will be to create an environment that promotes success within your team and the customers your team serves.  Success within your team is defined by employee retention and professional growth.  Success of the customer is defined by successful onboarding, go-live, and adoption of the products they purchase. This role requires subject matter expertise on the products and verticals your teams serve, as this is the best way to fix problems and come up with ideas for improvements.

Why ServiceTrade:

Our Professional Services team is at the forefront of revolutionizing an industry often overlooked when it comes to technology. You’ll work alongside our forward-thinking Leadership Teams to spearhead impactful, transformative solutions as well as helping our company grow by aiding the creation or maintenance of processes that better support our central focus.

What sets us apart? Our product is a true GAME-CHANGER that provides our customers a massive ROI and keeps them on the leading edge of the industry.

About You:

You bring superb implementation and customer service experience, have excellent communications skills,  and are highly organized and analytical. You have experience working with data, team-oriented, self-motivated, and are able to prioritize activity in a fast paced environment. A natural curiosity, intelligence, grit, and focus on learning and improving day over day is required. 

Key Responsibilities and Activities:

• Lead and help build an onboarding team
  • Manage a hybrid team of remote and in-office employees
  • Mentor and coach employees to prepare for career advancement
  • Maintain an open door policy for feedback and keep the team engaged
  • Discuss performance regularly with your team members
  • Serve as an escalation resource for your team and customers
• Build and improve processes that support customer onboarding and adoption
  • Manage customer-facing technical resources, processes, and systems
  • Own project assignment for your team
  • Know the sales pipeline to better inform your assignment planning
  • Understand the impact throughput and demand has on capacity to deliver service
  • Work with other departments to continuously improve the customer journey
  • Understand client expectations throughout the implementation cycle to ensure alignment with market needs.
  • Partner with Product and provide information about product specific issues that negatively impact implementation and solution adoption.
• Measure success 
  • Set, develop, and communicate individual and team goals
  • Share monthly delivery, backlog, and utilization metrics
  • Report KPIs that drive process improvements and variable compensation
  • Provide analysis aimed at identifying risk and opportunities for improvement

Knowledge and Skills:

• B.A. or B.S. degree with 5+ years of customer service experience and 2+ years management/leadership experience
• Expert Knowledge of SQL, data manipulation, data management, Google Sheets and/or Microsoft Excel
• Proficiency with Google Apps, service related applications, Zoom preferred
• Strong Project Management skills
• Strong communication skills to present concepts and plans clearly and efficiently
• Understanding of SMART goals, supporting and holding team members accountable
• Highly organized and ability to prioritize activity in a fast paced environment
• A growth mindset that is always looking to learn
• Ability to motivate others and provide constructive feedback on performance
• Experience in an organization where the support function has interdependencies with engineering, development, etc.

A few things you’ll want to know:

What does ServiceTrade do?

Founded in 2012, ServiceTrade is the software platform for commercial mechanical and fire contractors. More than 1,300 contractors use ServiceTrade to increase profit and deliver more work during a persistent skilled labor shortage by improving service and project operations, helping technicians be more productive and do their best work, selling more service and inspection agreements, and growing customer loyalty. Over 10% of the commercial or industrial buildings in the United States are serviced by contractors using ServiceTrade to manage 13 million equipment assets and invoice more than $7.5 billion of service-related commerce. 

Ok, so why should I care about that?

Our customers are smart, hard-working people who we enjoy serving. We help them grow their business to earn more revenue, employ more blue-collar workers, and become more valuable to their customers. It’s why we get excited about serving a market that you might never have thought about before.

What kind of working environment do you have?

We’ve transitioned from a start-up to a scale-up -- that means we still have the spirit and energy of a start-up and are adding new people who will help us expand our business faster and run our business smarter. We have big ambitions and every employee understands our goals and what their role is in achieving them. Read about our company culture on our About Us page. 

What kind of benefits do you offer?

• Medical with Blue Cross Blue Shield NC (2 options)
• Dental and Vision with Unum 
• Company-paid Life insurance, STD and LTD 
• Voluntary benefits including Supplemental Life Insurance, HSA, FSA and Dependant Care, Critical Illness and Accident  
• 401(k) with up to 3% employer match and NO vesting period
• Flexible PTO policy
• 10 company holidays
• Parental Leave 
• Community Impact Program (Volunteer) 

Want to know more? 

Go ahead and apply! Let’s get to know each other.

EEO Statement:
ServiceTrade provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
ServiceTrade is not registered to hire in all 50 states. You must reside in one of the states listed to be considered.(AL,AZ,CA,CO,CT,DE,FL,GA,IL,IN,KY,MD,MI,MO,NY,NC,OH,OR,PA,SC,TN,TX,UT,VA,VT,WA)

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Please Be Aware of Recruiting Scams

To protect yourself against the increasing number of recruiting scams, please make sure that you are communicating with ServiceTrade. We communicate through our corporate website servicetrade.com, through corporate emails utilizing our domain name of @servicetrade.com, and through servicetrade.greenhouse.io. Be vigilant when checking domains because imitators often make very small changes to trick the eye. Additionally, please know that ServiceTrade does not use text messaging or public messaging platforms, such as Telegram or Whatsapp, to make initial contact with candidates and ServiceTrade will never ask an employment candidate for financial information or for payment of any kind.