What are the responsibilities and job description for the Director of Service Operations position at L&S Mechanical?
Director of Warranty, Service & Repair Operations:
As a Director of Service (Warranty Repair) at L&S, you will be responsible for leading our service operations across the state. In addition, you will be responsible for supervising a team of trade (HVAC, Electrical, Plumbing) and customer service managers, and together with heads from other L&S divisions, apply data-informed practices to ensure the quality and efficiency of our service operations.
General Responsibilities
· Supervise a team of trade service and customer service managers and support and evaluate their growth.
· Oversee all operations of our service department.
· Use data-informed practices to improve quality, efficiency, and delivery of services and coach service. managers in the application of similar practices.
· Review and improve all procedures and processes for the service department for plumbing, electrical, and HVAC services for homes within and beyond the warranty period.
· Collaborate with other division heads to analyze patterns and trends amongst all divisions, and apply data-informed practices to improve the quality, efficiency, and delivery of services across the state.
· Manage all high-level escalation issues.
· Ensure uniformity of best and expected practices.
· Other duties as assigned by the COO.
Qualifications
· Associate degree or higher preferred, but not required.
· At least 5 years of leadership experience in the home services industry.
· Strong interpersonal skills, ability to maintain relationships and grow people.
· Strong written and verbal communication skills.
· Strong desire to work as a team with a results-driven approach.
· Strong analytical and problem-solving skills.
· Strong desire to grow and open to feedback.
· Demonstrated ability to work in a fast-paced, high-stress environment.
· Comfortable with conflict.
· Willingness to travel across the state of Texas.
· Advanced skills with software related to home services and MSOffice products.
· Demonstrated ability to act with integrity and professionalism.
· Perform the physical demands of the position:
(working indoors with long periods of time sitting; listening and speaking on the telephone; viewing monitor and workstation; must be able to lift 15 pounds at a time).
