Service Manager

Flow Control Group•Longwood, FL

18d

About The Position

F. J. Nugent & Associates Inc. is a full service Manufacturer’s Representative organization serving the water and wastewater industry. Started in 1996, by Fred Nugent, our firm was founded on the belief that superior customer service and high quality products produce satisfied customers. We offer our clients and principals a wide range of product knowledge and industry contacts. Our combined product knowledge ranges from pumps and valves to hazardous waste and wastewater process equipment. F.J. Nugent & Associates Inc. represents a variety of pumps, including submersible sewage and positive displacement pumps, lime slaking equipment, odor control equipment and also remote monitoring and level control equipment.

Requirements

Minimum 2+ years of relevant experience required.
Management experience required.
Field service experience required.
Strong electrical and mechanical troubleshooting experience required.
Knowledge of 1/240, 3/208, 3/240 and 3/480 volt electrical services.
Demonstrated ability to lead a field service team in a hands-on, working manager role.
Strong organizational skills and accountability.
Calm under pressure with the ability to respond effectively to service issues and changing field conditions.
Technically strong with proven troubleshooting ability across mechanical and electrical systems.
Good communication skills and ability to maintain professional communication with customers and internal teams.
Coach / trainer mindset with the ability to develop technicians and improve team performance.
Strong problem-solving ability and customer-focused approach.
Team-first attitude with self-starter mentality.
Valid driver’s license required.
Clean driving record required.
Drug Test and Background Checks are required
Ability to read and interpret electrical schematics required.
Ability to read pump curves and technical submittals required.
Ability to read and interpret O&M manuals, wiring diagrams, installation instructions, and startup procedures.
High school diploma required.
Proficiency in Microsoft Outlook, Excel, and Word.
Ability to complete computer-based reporting and documentation accurately and on time.

Nice To Haves

Wastewater and / or pump industry experience strongly preferred.
CDL not required / preferred.
Associate degree and / or technical school preferred.

Responsibilities

Oversee the daily operations of the field service department, managing all aspects of scheduling, field service execution, customer support, reporting, technician performance, and service-related workflow.
Lead field service technicians while also performing service work and jobsite support as needed in a working manager capacity.
Ensure organized scheduling of service personnel and resources to meet customer needs and improve department responsiveness and efficiency.
Coordinate parts and materials for service jobs, ensuring technicians have what they need to complete work safely, efficiently, and accurately.
Prepare repair and replacement quotes / proposals based on technician findings, jobsite evaluations, and customer needs.
Review technician findings and provide recommendations for repair or replacement solutions where appropriate.
Follow up on open quotes and support proposal activity to help drive service growth, customer retention, and replacement sales opportunities.
Troubleshoot wastewater pumps, lift stations, control panels, VFDs, grinders / chopper pumps, mixers, municipal equipment, and odor control equipment.
Handle escalated customer service issues and provide technical recommendations to customers in support of service resolution.
Maintain strong working relationships with municipalities, utility authorities, and contractors.
Visit customer sites to support field troubleshooting, service planning, issue resolution, and team effectiveness.
Review field service reports and startup reports for accuracy, completeness, and quality before final delivery or follow-up.
Ensure startup documentation is correct and that service team startup procedures are being performed properly.
Monitor technician utilization and support the effective use of service labor and resources.
Train, coach, and develop field service technicians to improve technical capability, reporting quality, consistency, and overall team performance.
Evaluate technician performance and provide ongoing feedback, accountability, and support.
Maintain service standards and SOPs to promote consistency, safety, and quality across the service team.
Lead safety meetings / toolbox talks and reinforce safe work practices in the office, shop, and field.
Ensure compliance with OSHA requirements, rigging / lifting safety practices, confined space awareness, and other applicable safety expectations.
Participate in and manage the on-call rotation, including after-hours emergency response coordination as needed.
Maintain professional communication with customers, team members, and internal departments at all times.
Support sales team opportunities indirectly through strong service execution, technical input, and identification of customer needs in the field.

Benefits

Everyone’s an Owner of the Company: Because every team member contributes to Flow Control Group’s success, everyone has the benefits of ownership! Flow Control Group has a broad-based employee ownership program extended to every employee within our portfolio companies.
Competitive Benefits: Enjoy an attractive benefits package that includes Medical, Dental and Vision insurance (among other plans), competitive 401(k) matching program, career growth opportunities, employee referral program, paid time off and holidays, as well as parental leave.
Training: FCG University learning and training platform available to all employees offering over 80k courses.
Career Growth Opportunities: At Flow Control Group, we are committed to your professional development. With a vast network of over 100 brands across North America, we provide unparalleled opportunities for growth and advancement. Whether you're just starting your career or looking to take it to the next level, we offer custom training programs, mentorship, and a supportive environment to help you achieve your goals. Join us and be part of a dynamic team where your contributions make a real impact.
Equal Opportunity Employer: Flow Control Group is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other legally protected characteristics.

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