Service Manager

Culligan By WaterCo•Town of DeWitt, NY

10h•Hybrid

About The Position

The Service Manager will be responsible for overseeing daily operations, leading a team of Service Technicians and Installers, and ensuring efficient service delivery. This role involves a combination of field work, team management, and administrative tasks to drive revenue, maintain company policies, and ensure customer satisfaction. The Service Manager will also play a key role in safety, inventory management, and fleet maintenance.

Requirements

3-5 years front line supervisory or management experience
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 follow through customer service skills

Nice To Haves

Plumbing and mechanical experience a plus.
3-5 years water treatment experience preferred
Training may require out of town travel and stay for training

Responsibilities

Perform daily work review with individual Service Technicians and Installers.
Review paperwork to ensure completeness and submit for processing.
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, train, and counsel employees, and address performance issues in a timely manner.
Spend a minimum of 50% of time in the field performing service work or conducting "Ride-Along Training Missions" to monitor and improve team performance.
Ensure in-house repairs and reconditioning of all reusable equipment are performed to company specifications.
Respond promptly to customer inquiries, providing input via mobile device or laptop as needed, and directly to customers as required.
Visit damage claim sites and work with management to ensure timely and accurate filing of general liability, auto, and workers' compensation claims.
Assemble pipe sections, tubing, or fittings using various materials and tools.
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 by the assigned due date.
Review open service orders and open route tickets as requested by the Admin Group.
Conduct weekly safety meetings, maintain the local safety program and incentive plans, and document attendance and topics covered.
Distribute and communicate all updated service and installation manuals, service tip sheets, and product bulletins to the field service crew members.
Achieve and exceed budgeted service and installation revenue, as well as gross margins, by working with the General Manager.
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 vehicles.
Enforce all company fleet requirements and meet all federal or DOT regulations, including driver qualification files.
Abide by all company policies as contained in the company employee handbook.