Service Operations Manager

Job Title: Service Operations Manager

The Service Operations Manager is responsible for overseeing the daily operations of the service department, ensuring high efficiency, and maintaining customer satisfaction. This role combines leadership with technical expertise to manage a team, handle service requests, and optimize service delivery.

Key Responsibilities

• Quote Management & Pricing:
• Generate accurate quotes for service repairs, ensuring alignment with pricing guidelines.
• Research and suggest cost-effective alternatives for replacing outdated components while maintaining performance.
• Revise and update quotes based on customer feedback to support repair and project sales.
• Vendor and Cost Management:
• Compare pricing from multiple vendors to ensure competitive quotes.
• Estimate labor requirements for repairs and allocate technicians to keep service quotes competitive.
• Team Leadership & Development:
• Supervise and assess the performance of technicians, providing feedback and conducting evaluations.
• Identify training needs and support the development of technical staff.
• Schedule and assign tasks to ensure efficient coverage across the service team.
• Quality & Equipment Oversight:
• Ensure service vehicles and tools are maintained in good condition.
• Keep accurate calibration records for all testing equipment.
• Scheduling & Project Coordination:
• Manage customer preventative maintenance (PM) and repair schedules.
• Track and report on PM backlogs, ensuring proper allocation of technician hours.
• Oversee billing audits, timesheet reviews, and job number accuracy.
• Safety & Compliance:
• Ensure that all team members are up to date on safety training and protocols and provide the necessary personal protective equipment (PPE).
• Manage the distribution of uniforms, ensuring technicians maintain a professional appearance.
• Crete United is an equal opportunity employer, considering all applicants for employment regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, sexual orientation, genetic information, or any other characteristic protected by state of federal law. Women and minorities are encouraged to apply.
  
  
  

Qualifications

• Experience: Minimum of 5 years in a leadership position within a commercial or industrial service department.
• Technical Expertise: Strong knowledge of electrical and HVAC systems; hands-on experience is an advantage.
• Skills: Excellent attention to detail, analytical abilities, and problem-solving skills. Proficient in MS Office to include Outlook, EXCEL and Word
• Attributes: A proactive, customer-focused attitude, with the ability to thrive under pressure and adapt to shifting priorities.
• Communication: Strong verbal and written communication skills.
  
  
  

Physical Requirements

• Ability to sit, stand, walk, climb ladders, and lift up to 50 lbs.
• Capable of performing administrative tasks such as typing and working on computers and traveling to customer sites as needed.
  
  
  

Note: This job description outlines the primary duties and responsibilities associated with the position. However, it should not be interpreted as an exhaustive list of all tasks or duties that may arise daily. The responsibilities of this role may evolve as business needs change.