Service Manager

Culligan By WaterCo•Town of Glenville, NY

46d•$70,000 - $75,000•Onsite

About The Position

The Service Manager will oversee a team of 7 field employees, including Service Technicians, Installers, and Route Drivers. This role involves coordinating daily tasks, supporting field operations, and ensuring efficient service delivery. The manager will be responsible for reviewing service orders, verifying billing accuracy, and scheduling all daily service work, deliveries, and warehouse activities. A key aspect of the role is identifying opportunities to increase revenue through lead generation, incentive programs, equipment upgrades, and upselling services. The manager must consistently monitor and administer company policies, enforce performance standards, and provide coaching and counseling to employees. A significant portion of time (at least 25%) will be spent in the field to perform service work or conduct training and performance monitoring. The role also includes ensuring in-house repairs meet company specifications, scheduling after-hours and emergency work, and promptly responding to customer inquiries and negative situations. The Service Manager will also handle damage claims, ensure proper filing of all general liability, fleet, and workers' compensation claims, and cover paid-time-off for department personnel. Additionally, the role involves assembling and installing pipe sections, tubing, and fittings, as well as completing basic installation and removal of water treatment equipment. The manager is responsible for ensuring annual performance and salary reviews are completed for service, route, and warehouse personnel, reviewing open service orders and route tickets daily, and conducting monthly safety meetings. They will also distribute service and installation manuals, conduct financial analysis to identify improvement opportunities, and achieve budgeted service and route revenues. Maintaining an organized warehouse, managing equipment inventory, and ensuring inventory control logs are current are also key duties. The manager must adhere to fleet PM schedules, ensure vehicle maintenance, and enforce all company fleet requirements and DOT regulations. Adherence to all company policies is mandatory.

Requirements

3-5 years front line supervisory or management experience
3-5 years water treatment experience or plumbing background preferred
Working knowledge of Microsoft Office programs, specifically Excel, Outlook and Word
Valid driver’s license and all state mandated special motor vehicle operations certificates
Ability to motivate and lead others
Outstanding communication and customer service skills
Basic knowledge of ERP systems

Nice To Haves

water treatment experience or plumbing background

Responsibilities

Perform daily review with individual Service Technicians, Installers and Route Drivers
Oversee a small team of 7 field employees, coordinating daily tasks and supporting their field operations.
Review all service orders and routes to verify billing accuracy
Assign and schedule all daily service work, deliveries, and warehouse activities
Identify opportunities to increase revenue through lead generation, approved incentive programs, equipment upgrades, and service call upselling
Consistently monitor and administer company policies and procedures to the team
Enforce minimum performance standards for call-backs, stops per day and overall productivity
Coach and counsel employees and address performance issues in a timely manner
Spend a minimum of 25% of time in the field performing service work or performing “Ride-Along Training Missions” to monitor and improve the performance of the team
Ensure in-house repairs and reconditioning of all reusable equipment are performed to company specifications
Schedule service staff for after hours and emergency call work.
Respond promptly to all customer inquiries, and personally respond to any and all negative customer situations
Visit any and all damage claims, and work with local and corporate management to ensure the proper filing of all general liability, fleet and workers compensation claims is performed timely and accurately
Cover paid-time-off of the personnel in the departments
Assemble pipe sections, tubing, or fittings, using couplings, clamps, screws, bolts, cement, plastic solvent, caulking, or soldering.
Install pipe assemblies, fittings, and valves for water treatment equipment using hand or power tools.
Complete basic installation and removal of water treatment equipment.
Ensure all Service, Route and Warehouse personnel receive an annual performance and salary review in a timely fashion
Review open service orders and open route tickets daily
Conduct monthly safety meetings, maintain the local safety program and incentive plans, and document attendance and topics covered
Distribute and communicate all service and installation manuals, service tip sheets and product bulletins to staff
Perform financial analysis of revenue and cost categories to identify opportunities for improvement
Achieve and exceed budgeted service and route revenues, as well as gross margins
Maintain an organized and neat warehouse
Manage, maintain and secure equipment inventory and supplies
Keep inventory control log current and in balance
Adhere to all defined fleet PM schedules, and ensure all drivers properly inspect and maintain the vehicles
Enforce all company fleet requirements and meet all federal or DOT regulations.
Abide by all company policies as contained in the company employee handbook.