Service Operations Manager

Hitachi•Livermore, CA

1d•Onsite

About The Position

Hitachi Global Air Power (HAC) is seeking a Service Operations Manager to lead their service administration team. This role is crucial for ensuring efficient service operations, including quoting, scheduling, parts management, invoicing, and warranty processing. The manager will oversee a team of service coordinators, drive technician utilization, and achieve gross margin targets. This position collaborates with the Field Service Manager to implement service procedures and requires strong leadership, communication, team-building, and customer engagement skills.

Requirements

Five years’ service management experience in the compressed air industry (preferred), HVAC, industrial equipment, forklifts, or construction equipment.
Proven leadership experience.
Strong written and verbal communication skills.
Strong understanding of Microsoft office suite.
Must be able to perform all functions of direct reports.
High School Diploma Required

Nice To Haves

Associate degree
Technical Training/Certifications in the compressed air industry
Experience with SAP brand ERP systems

Responsibilities

Manage the HAC service administration team, including service quoting, technician scheduling, parts staging, service work order invoicing, rental commissioning, warranty processing, and PM agreement quoting and administration.
Oversee service coordinators, service order processing, warranty administration, and service invoicing.
Manage customer survey responses and follow-up calls to ensure customer satisfaction.
Achieve technician utilization goals and gross margin targets.
Cooperate with the Field Service Manager in implementing and managing HAC’s service procedures.
Develop a market strategy aimed toward account retention and services growth in the region.
Coordinate with the General Manager on initiatives to improve customer experience and store profitability.
Develop a team of knowledgeable and motivated Inside Service Support members and assist in their professional development.
Facilitate a plan to provide reliable 24-hour emergency service support.
Identify potential candidates and work with HR to enhance the team.
Assess performance of inside service support personnel.
Ensure timely response to customer requests for service, service agreement visits, quotations, and questions.
Ensure all service support personnel have a working knowledge of company computer programs.
Target a technician labor billable ratio level that matches company goals.
Maintain technician staffing at appropriate levels for business requirements.
Ensure order cycle time levels are consistent with company goals and invoices are processed accurately and timely.
Maintain professionalism of inside service staff.
Ensure compliance with EH&S policies in accordance with organizational and local requirements.
Maintain a clean, safe, working environment.
Travel as required to drive business activities if multi-branch support is required.
Demonstrate flexibility and teamwork as additional items will be required to help grow the business.
Comply with Hitachi’s Code of Ethics and related policies.
Comply with safety rules and requirements and actively support efforts to maintain a safe workplace.