Service Manager

Service Manager – Voice (MSS Division)

Location: Southwest Virginia (Preference for Wytheville, VA) Travel: ~25% (Company vehicle provided)

Mobile Communications America (MCA) is your trusted advisor for wireless communications, data, and security solutions. We help organizations enhance safety, security, and efficiency through innovative technology and exceptional service. With over 65,000 customers nationwide and partnerships with leading manufacturers, MCA is the largest Motorola partner in the U.S.

Position Overview

MCA is seeking an experienced Service Manager to support our fast-growing Voice (MSS) division. In this role, you will manage service operations across four MCA locations in Southwest Virginia and neighboring areas of West Virginia, ensuring outstanding customer service, streamlined processes, and accurate performance tracking. We're looking for a proven leader who thrives on driving operational excellence, mentoring teams, and delivering exceptional customer experiences.

What You Will Be Doing

• Service Operations Management: Oversee the daily operations of the service department to ensure efficient and effective handling of service requests, meeting established KPIs and SLAs.
• Team Leadership: Lead, train, and mentor a team of service technicians and support staff, fostering a culture of continuous improvement and professional development.
• Customer Relations: Serves as the main point of contact for customers. Build and maintain strong relationships with clients, addressing their needs to enhance customer satisfaction.
• Troubleshooting and Problem Resolution: Handle escalated service issues and work to resolve them promptly.
• Performance Monitoring: Monitor service performance metrics and prepare basic reports to track trends and identify areas for improvement.
• Training and Development: Organize and conduct training sessions to ensure that all team members are knowledgeable about products, services, and best practices.
• Collaboration: Work with other departments, such as sales and technical support, to ensure seamless customer experience.

What You Will Bring To The Team

3-5 years of experience in service management or a similar role. A bachelor's degree in business administration, management, or a related field is preferred. Strong communication, problem-solving, and team leadership skills. Proficiency in service management software and Microsoft Office Suite. Ability to manage customer relationships and resolve issues in a timely manner.

Work Location

This is an onsite position. Candidates must reside within MCA's Southwest Virginia footprint, with preference for those near Wytheville, VA.

Travel Requirements

Approximately 25% travel, including occasional overnight stays. A company vehicle will be provided for business use. Valid driver's license required.

Physical Requirements

The physical environment requires the employee to work inside and outside. While performing the duties of this job, the employee is required to frequently stand, walk, sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; talk or hear; lift (overhead, waist level) from the floor, bending, frequently utilize near vision use for reading and computer use; occasionally move equipment weighing up to 30 pounds, and frequently position self to maintain computers or other equipment as needed.

Direct Reports

Yes – you will lead a team of service professionals.

Why MCA?

We value Service, Growth, Teamwork, and Safety. As a Military Friendly Employer, we proudly employ over 250 veterans. Join MCA and enjoy competitive pay, comprehensive benefits, and a culture that values both hard work and fun.

Benefits include: Medical, Dental, Vision + 401(k) with company match + Paid Time Off & Holiday Pay + Education Incentives + And more!

Ready to join a team that puts service first? Apply today and become part of the MCA family!

Mobile Communications America, Inc., is proud to be an Equal Opportunity workplace and an Affirmative Action employer. We are committed to creating an inclusive environment that celebrates diversity. At MCA, we are "better together."