Service Manager - Full-time

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.

Compensation details: 19.25-23 Hourly Wage

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