Service Manager

US-IL-Rolling Meadows
3 months ago(11/3/2017 9:03 AM)
# of Openings
Project Management


The Service Manager  is primarily responsible for managing the customer deliverables, SLA’s and requirements for specific accounts and their sign maintenance and repair services requirements through its three major phases: Development, Planning and Execution. 

Why We Work Here:


+ Supportive and friendly culture

+ Growth opportunities (Tuition Assistance, Internal Training, Promotions)

+ Competitive Pay & Comprehensive Benefits Coverage

+ 401(K)

+ Company paid Holidays, Sick time and Vacation time

+ We see our work everywhere!

+ Manage national accounts for Fortune 500 companies


Summary: Icon is one of the nation’s largest brand implementation companies. We are made up of 400+employees nationwide who roll up their sleeves, dive into the details and bring our clients’ brands to life!



EXPERIENCE: At least 2 years of Project or Service Management Experience

The SM II communicates directly with the customer, executing and exceeding customer requirements as well as all elements of maintenance and repair services provided. This encompasses:

  • Validating service scope, goals, and objectives, margins and budgets
  • Planning service timelines, responsibilities and service level agreements (SLA’s)
  • Insuring that maintenance and repairs, retrofit, new sign and related products are permitted, customer and landlord approved, manufactured, and installed on schedule to meet or exceed the customer expectations.
  • Insuring that accurate billing occurs.
  • Responsible for creating a customer service culture of exceeding customer requirements and expectations
  • Mentoring of all peers and subordinate positions, helping them to learn and achieve end goal of customer service excellence
  • Building relationships with the customer as well as finding ways to expand services to the customer
  • This position includes critical thinking and actions required to grow the account based and increase revenue while finding ways to add value to the services we provide the customer
  • The best candidate will show urgency to our customer goals, will communicate well, and live the customer care & value proposition

Overnight travel to customer locations for planning, periodic review, and closeout meetings is required


                ~Competencies from previous position.

                ~Proficient in ERP and Icon processes

                ~Basic Glossary of Terms

                ~Complete basic training within Icon of technical, survey, and customer service modules.

                ~Manage multiple projects and customers.

                ~Leadership skills to mentor and lead peers and subordinate position team members. 

ESSENTIAL DUTIES AND RESPONSIBILITIES: include the following. Other duties may be assigned.

Service Definition and Development Phase:

~On occasion, attend meetings with the Service Account Manager (SAM), IMS Sales Representative and customer to validate the service strategy, scope, and implementation approach.

~Develops detailed service task list, timeline, and responsibilities.

~Coordinates cost estimate development with Engineering and Estimating.

~Validates final prices for products and services. Validates pricing with SAM.

~Validates terms of the final contract for understanding of team responsibilities.

~Assists the SAM in preparing all customer proposals and participate in presentation to customers as required.


Service Planning Phase:

~Finalizes the execution plan including all tasks, timelines and responsibilities.

~Implements internal and customer status reporting formats and procedures with collaboration of IMS Sales, SAM and customer.

Service Execution Phase:

~Maintains routine customer communications, including any third-party project management firms.

~Manages approved changes to the original service scope of work.

~Insures that service team members execute their assigned tasks in a timely and proficient manner.

~Resolves task variances and customer issues in a timely manner.



  • Bachelor’s degree (B.A.) from four year college or university preferred or equivalent work experience. Business majors preferred.
  • Demonstrates ability to collect, develop and present information to sales management, customers, construction sub-contractors, manufacturers, and senior management.
  • Have ability to work with Service Management Software to manage project requirements.
  • Has demonstrated ability to use MS Excel, Word, Access, Project, and PowerPoint.



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