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Service Manager

Description

Amro Music is seeking a highly motivated, detail-oriented individual to schedule and lead our piano moving truck and piano/organ repair technicians. This individual will handle inquiries for moving and tuning/repair services. This individual also supervises and manages our piano moving and technical representatives, setting the course for the  department.

This position requires a detail-oriented, customer-focused individual with strong organizational and motivational  skills. The ability to handle administrative tasks, lead a team, execute actionable improvements to processes, and adapt to changing circumstances is crucial for success in this role. Musical experience is not a prerequisite, but a willingness to learn and familiarity with pianos is beneficial.

Job responsibilities include:

  1. Service Coordination and Scheduling:  Prioritize and manage incoming customer requests for piano moving,  tuning, and repair services via phone calls, emails, online requests,  and in-person inquiries. Schedule service appointments and coordinate  logistics with customers, technicians, and moving teams to ensure timely  and efficient service delivery.
  2. Team Management and Supervision:  Lead, supervise, and manage a team of piano moving technicians and  repair specialists, providing guidance, training, and support to ensure  high-quality service delivery. Communicate schedules, assignments, and  expectations clearly to team members, fostering a positive and  productive work environment. Conduct regular performance evaluations,  provide feedback, and address any performance issues or concerns  promptly.
  3. Customer Service:  Ensure customer satisfaction by delivering exceptional service,  resolving issues effectively, and exceeding customer expectations  whenever possible.
  4. Process Improvement and Quality Assurance:  Develop and implement processes and procedures to streamline service  operations, improve efficiency, and enhance customer satisfaction.  Monitor service quality and customer feedback, identifying areas for  improvement and implementing actionable solutions to address issues and  enhance service delivery. Regularly review departmental performance  metrics and key performance indicators (KPIs), identifying trends and  opportunities for optimization.
  5. Financial Management:  Review department Profit & Loss statements regularly, monitoring  expenses, revenue, and profitability to ensure financial targets are met  or exceeded.
  6. Vendor and Supplier Management:  Coordinate with vendors and suppliers to order tools, equipment, and  parts needed for piano moving, tuning, and repair services, ensuring  timely procurement and inventory management.
  7. Strategic Planning and Business Development:  Collaborate with senior management to develop strategic plans and goals  for the piano service department, aligning objectives with overall  business objectives and growth targets. Identify opportunities for  business expansion, market growth, and service innovation, developing  strategies and initiatives to capitalize on market trends and customer  needs.
  8. Training and Development:  Stay updated on industry trends, best practices, and technological  advancements in piano moving, tuning, and repair services, sharing  knowledge and insights with the team.
  9. Customer Education and Outreach:  Develop educational resources and materials for customers to enhance  their understanding of piano maintenance, tuning, and care practices.  Engage in community outreach and marketing efforts to promote piano  services, raise awareness of the organization’s expertise, and attract  new customers.

This posting is for a full-time position (40 hours per week) eligible for benefits. Starting pay is $40,000/year (hourly, annualized) with performance-based bonus opportunities and annual profitability bonus potential.

Benefits include:

  • Paid time off
  • Sick time
  • 401(k) matching
  • Healthcare insurance, including dental and vision
  • Robust training program

About Amro Music: Amro Music is a family-owned and locally operated business that serves the needs of musicians across the Mid-South. Amro Music has been a pillar of financial stability during its 101-year-old history, never having missed a payroll or had to lay off employees since its founding. Today, Amro Music is frequently recognized in the music products industry with awards for customer service, online presence, and community support, and is a multi-year award winner of the Commercial Appeal’s Top Workplaces in Memphis.