Service Manager

Harris•Phoenix, AZ

8d•$84,406 - $126,609

About The Position

As a service manager you will oversee a team of technicians and dispatchers who provide emergency service, preventative maintenance programs, retrofits, and upgrades for commercial and industrial customers. Responsible for redeeming operating unit gross profit objectives through leadership and management of staff while meeting contractual commitments to customers in a timely, high quality manner.

Responsibilities

Instruct, direct, and monitor staff in providing materials, directions, tools, and logistical support to the field in order to maximize output per labor hour.
Motivate staff and maintain high employee morale.
Instruct and direct appropriate personnel to properly staff jobs to control labor costs
Instruct and direct staff to ensure cost effective and efficient use of equipment, tools, and materials while ensuring efficient field operations.
Instruct, direct, and monitor staff in applying principles of cost/benefit to gain maximum utilization of company resources.
Responsible for maintaining budget goals.
Instruct and direct staff to close all completed jobs and expedite billing.
Regularly monitor billings and take action to assure maximum cash flow.
Ability to redeem planned gross profit through leadership and management of staff.
Audit and validate service work orders and bookings documents prior to start of work.
Train, direct, and evaluate staff in the proper, accurate, and timely completion of all paperwork.
Assure compliance with company standards.
Report progress and estimate deviations, and customer complaints in writing.
Instruct and direct staff to promptly respond to customer trouble calls and complaints.
Resolve problems quickly and efficiently while building and maintaining customer confidence and satisfaction.
Instruct and direct staff to know the customer and understand market to support the sales team in effectively selling price escalations.
Instruct and direct staff to support the sales team in prompt response to notices of cancellation and the development of well-preserved salvage plans.
Participate in the CARE call process.
Delegate, organize work of others by position description and procedures; encourage mutual agreement on objectives.
Effectively audit performance of staff and follow-up.
Recommend appropriate personnel actions; i.e., hiring, firing, promotions, demotions, compensation, etc.
Motivate and train staff.
Develop and implement programs to improve skills of staff as individuals as well as a group.
Assure technical capabilities for field team is consistent with current contractual commitments and market strategy.
Promote professionalism and pride in order to attract high-caliber talent.
Continually build and maintain a network of contacts.
Create a Central Candidate/Source file of potential recruits and sources.
Build rapport and productive working relationships with managers, supervisors, staff, field, and other personnel to influence decisions for purchasing, scheduling, installations, work completion as well as the sales and business systems functions.
Review historical data and current conditions.
Forecast work force, labor (by type) burden, organizational changes, vehicle requirements, and actual gross profit levels.
Regularly review operating policies, procedures, and methods.
Measure effectiveness of existing programs, identify problems or weaknesses, and recommend new methods or corrective action.
Establish policies and procedures necessary for smooth and timely internal administration of the department.
Understand mechanical systems and appropriate codes and industry standards.
Assure permits are secured where applicable.
Instruct and direct staff to provide design assistance to sales team as requested.
Understand the relationship between performance, customer satisfaction, and new business.
Promote new business and upgrading of existing agreements by instructing and directing staff to generate and report leads and sales opportunities.
Support sales team on calls as required.
Acquire and maintain knowledge of pricing policies and procedures for all of Harris’ services.
Understand timing of the work and how it relates to others.
Direct and monitor staff in development, communication, and redemption of schedules.
Resolve schedule conflicts as required.
Monitor project schedules to assure timely completion of work
Establish and monitor guidelines to determine field labor requirements.
Recommends changes to requirements based on annual operating plan and performance against plan.
Demonstrate ability to accurately determine job priorities by scheduling personnel and materials with the dispatcher.
Assure proper staffing, training, tools, test equipment, systems and procedures are in place to allow staff to complete all work in a cost effective and high-quality manner.
Coordinates all work through staff.
Plan project work to assure field personnel, material, and equipment are on the job at the right time.
Conduct regular status reporting/review meetings with staff and managers.
Compile information gathered, combine with personal observations and make recommendations to the general manager on all matters affecting service operation.
Understand purchase requirements.
Direct and monitor staff in the preparation of requisitions in a timely manner for materials, equipment, subcontracts.
Secures cooperation of sales personnel as required.
Promote a safety centric work culture by following the guidelines detailed in the safety manual