Service Operations Manager
About The Position
Manage all service operations to ensure the department operates safely, efficiently, and profitably. This role is responsible for driving service quality, labor effectiveness, employee performance, and customer satisfaction while partnering with branch leadership and sales teams to support retention and business growth. This position exercises discretion and independent judgment with respect to matters of significance. ESSENTIAL DUTIES Supervise employees by providing direction and training, and communicating company policies, procedures and objectives. Includes hiring, supervising performance management, and administering progressive discipline. Administer company safety program. Includes performing safety audits when necessary and stressing the importance of safety to all employees. Visit job sites and perform quality audits to ensure that route work is being completed efficiently and in a cost-effective manner. Supervise field employees by providing direction and training, and communicating company policies, procedures and objectives. Includes hiring, supervising performance management, and administering progressive discipline. Administer company safety program. Includes performing safety audits when necessary and stressing the importance of safety to all employees. Visit job sites and perform quality audits to ensure that route work is being completed efficiently and in a cost-effective manner. Ensure that service job audits are performed. Includes identifying issues that could potentially affect the overall reliability of the equipment and providing feedback and recommendations for the improvement of future installations. Use accounting reports and internal systems to review route management and callbacks. Includes making necessary changes to improve profitability. Provide technical input to sales staff on the scope of work and materials needed to bid repair or service work. Includes calculating labor and material costs. Assist the sales team with driving new maintenance sales and enforce cancellation reductions. Work with branch manager and service sales managers and account managers to address customers needs. Administer parts program for contract service and repair to meet budget expectations and customer satisfaction. Efficiently scheduling labor resources and managing performance to estimates. Managing an operating budget to ensure the branch service budget is met. Responsible for forecasting labor, material, and field performance each month. Responsible for ensuring our monthly service & repair plans are met, both revenue and margin. Provide a monthly forecast to the branch manager for all lines of service. Ensure weekly payroll is accurate and implement changes when needed. Administer parts program for contract service and repair to meet budget expectations and customer satisfaction. Required to oversee other P&L responsibilities and tasks per the direction of the Branch Manager. This job description is not intended to be all-inclusive, and the employee will also perform other reasonably related business duties.
Responsibilities
- Supervise employees by providing direction and training, and communicating company policies, procedures and objectives. Includes hiring, supervising performance management, and administering progressive discipline.
- Administer company safety program. Includes performing safety audits when necessary and stressing the importance of safety to all employees.
- Visit job sites and perform quality audits to ensure that route work is being completed efficiently and in a cost-effective manner.
- Ensure that service job audits are performed. Includes identifying issues that could potentially affect the overall reliability of the equipment and providing feedback and recommendations for the improvement of future installations.
- Use accounting reports and internal systems to review route management and callbacks. Includes making necessary changes to improve profitability.
- Provide technical input to sales staff on the scope of work and materials needed to bid repair or service work. Includes calculating labor and material costs.
- Assist the sales team with driving new maintenance sales and enforce cancellation reductions.
- Work with branch manager and service sales managers and account managers to address customers needs.
- Administer parts program for contract service and repair to meet budget expectations and customer satisfaction.
- Efficiently scheduling labor resources and managing performance to estimates.
- Managing an operating budget to ensure the branch service budget is met.
- Responsible for forecasting labor, material, and field performance each month.
- Responsible for ensuring our monthly service & repair plans are met, both revenue and margin.
- Provide a monthly forecast to the branch manager for all lines of service.
- Ensure weekly payroll is accurate and implement changes when needed.
- Administer parts program for contract service and repair to meet budget expectations and customer satisfaction.
- Required to oversee other P&L responsibilities and tasks per the direction of the Branch Manager.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
101-250 employees
