Service Manager

Service Manager

Requirements

• Demonstrated leadership and management background, with an emphasis on setting direction, coaching in a positive manner, team building, promoting safety and accountability, and achieving organizational goals.
• Absolute commitment to customer satisfaction, including timely issue resolution and proactive customer outreach.
• Concise, effective verbal and written communications skills.
• Ability to excel both individually and as part of a larger team.
• Strong skills in strategic planning, while retaining the ability to execute tactically by organizing multiple processes and prioritizing duties in a multitasking and rapidly changing work environment.
• Project management experience, featuring strong organizational skills, attention to detail, and accuracy.
• Ability to read and interpret financial statements and departmental reports.
• Licensing commensurate with the position (e.g., MA oil burner technician’s license, EPA 608 certificate, master sheet metal license).
• Five or more years of residential and commercial oil system installation, propane system installation, maintenance, and project management experience.
• Five years of management experience, with multi-site and remote workforce management preferred.
• Current or prior responsibility for departmental profit and loss.
• Proficient in MS Excel, Outlook, PowerPoint, and Word, as well as web-based applications.

Responsibilities

• Develop and implement best practices, procedures, and protocol for the department in conjunction with the Heating Operations Manager or Market Manager.
• Enforce safety procedures concerning service, fleet use, and Personal Protective Equipment in accordance with all corporate and regulatory requirements (e.g., HazMat, DOT, FMCSA, OSHA).
• Promote efficiency and accountability throughout the Service Department by using performance data, department knowledge, and field time with technicians and office staff to drive hiring, training, job performance expectations, coaching, annual reviews, disciplinary actions, and terminations.
• Develop and utilize performance reports that indicate departmental efficiencies and productivity, to be reviewed at least monthly with the Director of Heating Operations.
• Drive effective communications with the technicians and office staff, including conducting regular meetings for operations and safety, as well as distribution of relevant products, workmanship, and quality control information.
• Evaluate technician and office staff work schedules and historic productivity, to promote efficient and cost-effective operation.
• Facilitate and support where applicable customer care resolution to ensure 100% customer satisfaction.
• Ensure parts, supplies, tools, and other company resources are readily available to technicians.
• Review and adjust service rates charged to customers.
• Develop and facilitate technician and installer training, both on the job and through external sources.
• Observe all mandatory safety practices and company regulations in the performance of duties.
• Execute other tasks and duties assigned by the Director of Heating Operations.

Preferred Qualifications

• Prior process management and general operations experience are preferred but not required.
• Technical or business degree preferred.