Hiring layout for service manage

Running head: HIRING LAYOUT FOR SERVICE MANAGER 1

Hiring Layout for Service Manager

Victoria Rock

AIU Online

HIRING LAYOUT FOR SERVICE MANAGER 2

Abstract

This paper will list specific qualifications for a new Service Manager position. Included

will be some descriptions of what is expected as well as a list of questions to ask potential

candidates.


Hiring Layout for Service Manager

As recruiting manager for a new organization, the VP has requested the hiring of a service

manager for a new department within the organization, and has set forth a variety of criteria that

must be met in regards to: conceptual, communication, effectiveness, and interpersonal skills. In

addition to these requirements, it is critical that the new manager chosen must share the same

core values as this company, understand the value of a customer, and must be leader who works

on the development of his/her team. Other abilities include hiring and training new service

representatives, as well as have knowledge of a variety of service systems to support this new

and growing department. Finally, the person chosen for this position must be capable of

planning, organizing, controlling, and leading their way to an effective department. (Rothbauer-

Wanish)

According to Randy Seaman; president of Seaman’s Heating, Air Conditioning, and

Refrigeration, Inc., “It doesn’t matter if the person chosen for the position of management has

good technical or business skills, if their core values are not the same as the organizations, then

they are not a good fit and could be a recipe for disaster.” (Rajecki) The service department is

usually the first and/or last personal experience a customer has with a company. Understanding

the value of a customer as well as how the organization makes money, will go a long way to

helping a service manager understand what is reasonable to offer customers in the event that a

service recovery is needed.(Rajecki)

Since the service department is often the central piece of a company’s operations, the service

manager will need to be able to communicate customer feedback effectively in regards to


complaints and complements with his/her team about products or services, as well as other

departments and senior management. Being that this position is in a new department, this

manager will be instrumental in building a rapport, instilling a sense of trust and fairness and be

able to creatively resolve problems and conflicts. The candidate chosen for this position must be

able to plan ahead in order to anticipate the needs of the organization, organize workflow and

their team to effectively deliver consistent service, implementing and enforcing systems of

control that measure performance and reflect the company’s values, and display a quality called

leadership that keeps the team going in a positive direction.(Rajecki)

Once several candidates that seem to meet the qualifications have been indentified, it’s then

time to bring them in for an interview. Questions should be asked during the interview that

ensures the candidate is a good fit with the company, has excellent communications skills, and

has a plan for how to build and develop a service team based on past experience.

These interview questions should include:

1. In your prior role as service manager, what core values will you bring to the job?

2. Since you will be building a new service team, what experience do you have with various

systems that are cost effective for a new growing company like ours?

3. “The customer is always right.” Do you agree or disagree? Why?

4. What are the biggest challenges with respect to managing a service department? How

will you handled that challenge?

5. Time management has become a necessary factor in productivity. Give an example of a

time management skill you have learned and applied at work.


6. Our company believes that employees should give back time to the community. How do

you feel about that?

7. Why is service such an important issue?

8. Tell me about a time when you had to deal with an irate customer. How did you handle

the situation?

9. Give me an example of a decision you made that benefited your company.

10. How will you compliment this department as well as this organization?


Reference

Bhuvans. (2006, August 19). 50 Common Interview Q & A. Retrieved October 8, 2011, from

Bhuvana Sundaramoorthy's Blog: bhuvans.wordpress.com/2006/08/19/50-common-

interview-qa/

Rajecki, R. (2007, April 1). What It Takes To Create The Perfect Service Manager. Retrieved

October 7, 2011, from Contracting Business: contractingbusiness.com/feature/cb-imp-

54914/

Rothbauer-Wanish, H. (2009, April 29). Four Functions of Management. Retrieved October 8,

2011, from Business Management: heather-rothbauer-wanish.suite101.com/gour-functions-

of-management-a113463

Hiring layout for service manage

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