SERVICE MANAGER - Downtown Baltimore MD Branch Office - Len the Plumber
Excellent career opportunity for Management role in growing company!
The Service Manager is responsible for managing the day-to-day sales, operations and customer service experience for his/her own technician team.
ESSENTIAL JOB FUNCTIONS:
Effectively hiring, coaching and training your Team of Plumbing Service Technicians to maximize sales and customer service opportunities.
Maintain close communication with all essential stakeholders and business partners to ensure proper detailing of tickets, accounting of revenue and stocking and maintenance of trucks.
Work cohesively with Customer Service to ensure proper booking of calls based on the needs of the customer and problem resolution as necessary.
Respond to and effectively handles operational, employee and customer issues in a timely and efficient manner.
Learn and execute the Nexstar (Industry Better Practices Group) Service Management System.
Optimize employee engagement and development for the Service Department by conducting:
Routine Ride-alongs with technician/service personnel.ESSENTIAL JOB FUNCTIONS:
Conduct one-on-one meetings with employees to review recent performance results and to lay out plans to improve where needed and/or to recognize exceptional performance results.
Coordinate tactical/technical training to promote technician/employee development.
Collaborate with Dispatchers each day on:
Assess and adjust manpower allocation for the day relative to customer demand and based on the approved technician (monthly) schedule.
Address customer complaints and satisfaction issues in a timely matter.
Inspect trucks and uniforms
During the paperwork turn in process, review prior day invoices and tech time sheet for:
Attend/orchestrate Daily Huddle to:
ESSENTIAL JOB FUNCTIONS:
Hold 1:1 meeting with Divisional Manager to review Service Mgr.'s weekly report and to develop corrective action plans as necessary.
OTHER JOB FUNCTIONS:
Participate in Strategic Planning sessions to provide input on future direction
Collaborate with HR on recruiting, training, retention programs
WORKING CONDITIONS/PHYSICAL DEMANDS:
Ability to stand up and sit down for extended periods of time
Ability to lift and transport up to 50 lbs
Ability to perform range of movements (i.e. squatting, bending, reaching, climbing, etc.) to support the supervised technicians during drive alongs and to perform residential plumbing services
Ability to solve complex problems and develop appropriate action plan
Ability to manage internal resources effectively and efficiently
Ability to Lead a Technical team by providing leadership and mentorship
Excellent business acumen
Ability to perform mathematical calculations
Excellent interpersonal and communication skill
Excellent organizational and follow-through skills
Good understanding of inventory management and logistics
Minimum of 3 years of proven management experience in the service industry and a history of demonstrating excellence in the following areas:
Team Development; Sales/Operations; Customer Service.
Journeyman or Master Plumber certified preferred, but industry experience (Plumbing, HVAC, Home Improvements or similar Consumer Service) a must.
Microsoft Office suite of applications required
Our ideal candidate will have a history of demonstrating excellence in the following competencies:
Our company has a strong philosophy of compensating the highest quality people with the highest pay in the industry. In addition to a competitive base salary, we offer our staff a robust Bonus structure that reward top performance, continuing education, and a strong Benefits package including a matched 401K, Health Insurance, and paid leave.Benefits Include:
Disclaimer: The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.