Operations Manager

Join the team of experts and realize your true potential!

Why You Should Join the Service Experts Team?
Our team consists of the very best; we believe in doing what is right for our customers and our employees. We provide our employees with the training, support and an opportunity for unlimited professional growth. Join us and become an EXPERT!

What Do We Offer You as a Service Experts Employee?
Service Experts offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs. Following is a summary of the many benefits that could be available to you as a Service Experts valued employee.

• Competitive Pay, including incentive opportunities for many positions
• Paid Time Off and Company Holiday Pay
• Medical /Dental /Vision Insurance programs
• 401(k) Retirement Savings Plan with company matching contributions
• Life Insurance, for you and options you can elect for your family
• Short-term and Long-term disability insurance options, that protects you and your family if you are unable to work
• Supplemental benefit programs such as: Legal advice, pet insurance, health advocacy programs
• World Class Training opportunities through our Experts University
• Career Development opportunities

Job Summary

Directs and coordinates activities of a service organization to obtain optimum efficiency and economy of operations and maximize profits by performing the following duties personally or through subordinate supervisors and employees.

Core Responsibilities

• Implements organizational policies and goals.
• Coordinates activities of the following field service departments: Maintenance, Service, Indoor Air Quality, and Installation, to effect operational efficiency and economy. Training schedules, recruiting, motivation, and administrative interface are part of this coordination. Uses system generated and locally produced reports to monitor field performance and identify areas for improvement.
• Monitors Dispatcher(s) and dispatch board activity to ensure effective scheduling of technicians to maximize call volume/capacity as well ensure “right tech/right call” and labor control.
• Trains and monitors Customer Service Specialists, their performance and activities to meet/exceed booking rates and inbound/outbound phone call activity (ACD) service levels.
• Manages fleet service and maintenance, vehicle assignment, GPS devices, technician field devices, cellphones and other resources/company assets used by field employees.
• Ensures all mandated Health, Safety and Environmental processes, resources, training, observations and safeguards are in place and followed.
• Reviews customer satisfaction feedback and performs appropriate follow up as needed.
• Analyzes department budgets and sets goals in conjunction with general management.
• Confers with administrative personnel and reviews activity, operating, and sales reports to determine changes in programs or operations required.
• Tracks and reports the sale of Maintenance Agreements, Replacement equipment, accessories, and Indoor Air Quality.
• Responsible for personnel: Recruiting, Training, Motivation, Supervision, and Administration.
• Maintains a positive attitude while ensuring Air Engineers Service Experts’ quality policy and customer satisfaction goals are achieved.
• Critical role position, secondary to the General Manager, requiring significant management experience in a fast paced, 24/7 multi-faceted operation with technical proficiency preferred.

Minimum Education

• High School Diploma or the equivalent

Minimum Experience

• Minimum of 5 years in residential HVAC installation and service management.
• Must be technically outstanding with the ability to troubleshoot
• Sales Driven. Must have the desire to drive sales and work in conjunction with Sales & Service Manager, Comfort Advisers and Sales Coordinator to achieve results
• Management or Supervisory experience
• Excellent customer service and communication skills
• Valid Driver's License