Field Operations / Service Manager

Hambleton Handyman•Manassas, VA

34d

About The Position

The Service Manager is responsible for a team of Craftsmen, the success of our service to our clients, and ensuring operational efficiency/profitability. They manage a team of Craftsmen and all their customer service interactions, providing the highest quality of work and customer service, and developing loyal client relationships. The Service Manager maintains a strong working knowledge of all industry standards and practices as well as the company’s products and services. They set goals/objectives for their team and reports to see how well the team is doing in achieving targets. The summary of our company mission is: Happy Paying Clients that call us back time and time again. To be successful as a Service Manager you must have strong people skills, attention to detail, a high sense of urgency, and a desire to confront problems. This role requires a strong sales-minded attitude as well as excellent leadership, and management skills. You should also have the ability to develop and maintain strong, positive relationships with other people.

Requirements

Previous management experience.
Excellent leadership, communication, organization, and customer service skills.
Computer and technology proficient.
Strong creative thinking and problem-solving skills.
The ability to work under pressure and handle stress.

Nice To Haves

A bachelor’s degree in business, administration, or related field

Responsibilities

Leads a team of Craftsmen in providing our clients the highest level of service imaginable (a client experience second to none) to create loyal clients that call us back time and time again.
Builds the best possible team of Craftsmen and retains them by creating long-lasting relationships and loyalty to HH as a company. Coaches, guides, and motivates and mentors craftsmen.
Works to make HH the best possible place to work in our industry for each one of our Craftsmen.
Conducts interviews, hires/terminates, onboards, trains, professionally develops, assesses skills, conducts performance reviews, employee evaluations, promotions, documentation, team meetings, team building events and sets goals/objectives with each Craftsmen on their team.
Conducts on-site visits.
Responsible for all daily client interactions and experiences with our Craftsmen; communications, appearances, punctuality, organization, procedural compliance, jobs, scheduling needs, quality of work, quality of materials, ordering/delivery of materials and the written/visual quality of our estimates, change orders and invoices.
Investigates and resolves client complaints/concerns, warranty calls, negative client surveys and online reviews.
Reviews, updates, and enforces Craftsman policies and procedures. Acts swiftly when clarification or correction is needed and gives notices, (verbal and written).
Builds strong relationships with referral partners and professional relationships and with vendors.
Tracks, measures and improves the performance of his Craftsmen to accomplish department goals: Increase our Client Satisfaction and Net Promoter Score (NPS), Reduce Craftsmen (Employee) Turnover - Prevent lose a Craftsman unexpectedly, Increase the Craftsmen Availability Rate for team of Craftsmen (How Often a Craftsman works a 40 hour week), Increase Craftsmen Efficiency (% of Time We Invoice Clients for Time VS Hours Paid), Improve our On Time Percentage rate of 100%
Conducts weekly meetings with upper management.