Operations Manager - Service Electrical

Baker Group•Ankeny, IA

4d•Hybrid

About The Position

The Service Electrical Operations Manager is responsible for effectively overseeing the technical capabilities and performance of the electrical service technicians to meet customer needs and drive profitability. This role ensures that sufficient labor resources are available to handle the workload, maintains a broad understanding of all ongoing projects to ensure completion and upholds the company’s “Client for Life” philosophy with both existing and new clients. Performs related work as required.

Requirements

Bachelor’s degree in Electrical Engineering or at least 10+ years of experience directly related to duties and responsibilities specified.
Ability to quickly identify issues and implement effective, lasting solutions.
Adjusts to change and clearly communicates across teams and clients.
Proven ability to set clear expectations, lead by example and takes ownership of results.
Works effectively across departments to align shared goals.
Demonstrates honesty, integrity and consistent ethical behavior.

Responsibilities

Model professionalism for team members in areas of work habits, appearance, technical competence, performance standards, and customer relations.
Work with electrical service team members to uphold working rules, company policies, and safety procedures.
Manage electrical service staff by setting goals, monitoring performance and conducting annual performance reviews for technicians and team leaders to ensure compliance with company policies and that customers’ needs are met in a timely and quality manner.
Partner with Project Managers and Account Executives to accurately estimate project bids, review and delivery schedules and conduct job site visits needed to complete quotes.
Estimate and execute small repair quotes and provide written quotations to the customers for approval when appropriate.
Work with Account Executives to review service contract quotes, ensuring accuracy in labor hours, scope and delivery, while maintain a clear understanding the customer’s systems and requirements.
Collaborate with Team Leaders to identify training needs for service apprentices and journeymen to strengthen knowledge of electrical systems and troubleshooting procedures.
Support Team Leaders in coordinating additional training offered by location unions, supplies or internal resources.
Interface with all service technicians to assist in resolving difficult or complex issues, visiting customer sites and engaging outside vendors as needed to solve customer problems.
Perform initial interview and assist with the hiring process for all new service electricians.
Monitor electrical service workload to assure adequate labor for preventive maintenance inspections is available, assist with budgeting and contribute to the workforce forecasting process department.
Handle all customer feedback, both complaints and compliments by investigating full circumstances of each call, confirming whether Baker Group delivered on commitments or what was reasonably practicable, determining if credits are warranted, addressing technician performance issues when applicable, ensuring customer satisfaction whenever possible, and identifying lessons learned and communicating improvements to team.
Visit Baker Group electrical customers to ensure Baker Group service standards are being met and the customer’s best interests are kept in mind.
Provide technical support to Account Executives and Project Managers regarding start-up repair maintenance and service procedures for new or existing equipment.
Act as a communication link between service and the electrical BU to align labor and client needs.
Review and approve all purchase orders for service tool replacement and repair, keeping in mind the overall department and per technician budget.
Prepare for and lead monthly Team Leader meetings to ensure consistent communication across teams.
Participate in quarterly field meetings to communicate electrical service goals, needs, and safety initiatives.
Maintain positive working relationships with Local Union Leadership and Director of Apprenticeship programs.
Review all service work orders across skill levels to verify timely completion and follow up on any delinquent open Work Orders to rectify with other business units.
Audit customer billings for scope of work and accuracy prior to final invoicing.
Ensure accurate daily time and equipment reporting.