What are the responsibilities and job description for the Operations Manager position at P3 Services?
Operations Manager
Department: Service/Installation
Reports To: President/General Manager
Summary
This individual is responsible for the administration, implementation and management of field operations order fulfillment processes in pursuit of operational excellence and the department’s financial goals. The position requires extensive knowledge of the HVAC/Plumbing industry and is responsible for developing and training employees under their supervision.
Job functions and duties (other duties may be assigned)
- Ensures quality standards are maintained for all operational processes and functions required for job execution and customer satisfaction within the Service Department.
- Develops and implements best operational practices and performance within the Center(s).
- Focused on continuous improvement and process enhancements.
- Hire, train and manage Service and Installation personnel and Dispatch function oversight
- Overall fulfillment responsibility for order validation, order entry, order follow up, work execution, customers inquires, billing and collections.
- Responsible for achieving profit objectives and resource allocation within the department.
- Monitor, measure, verify and modify processes to effectively and efficiently meet customer needs.
- Works with Service/Installation Managers and other Supervisors to establish required skill sets, talents and capabilities.
- Interacts with sales to create processes designed to ensure smooth hand off from Sales to Operations.
- Conducts performance management reviews designed to improve the team’s performance.
- Maintains quality standards by supervising and inspecting job sites.
- Maintains customer satisfaction by investigating concerns, implementing corrective actions and communicating with customers and staff as needed.
- Responsible for internal communications regarding order fulfillment and execution process.
- Responsible for keeping abreast of changing industry product design and requirements for installation and ongoing service needs.
- Reviews project measurement and monitors project through warranty periods.
- Some travel with occasional overnight stays.
- Flexibility to work outside normal work hours/weekend as required.
Supervisory Responsibilities
- Responsible for interviewing, hiring and terminating staff with the help of the President/General
Manager as needed.
- Directly supervises Service Managers and Supervisors within the Service Department.
- Carries out management and supervisory responsibilities in accordance with the organization's policies and applicable laws.
- Plans assigns and directs work of staff.
- Appraises performance, rewards and disciplines employees
- Addresses complaints and resolving problems.
Qualifications
To perform this job successfully, the individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and ability required of a Service Manager in the Service Department. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and Experience
- Bachelor’s degree (B.A.) or equivalent in Finance, Business Administration, Management, Electrical or Mechanical Engineering, Construction Management or equivalent or,
- Ten (10) years related experience and/or training or,
- Equivalent combination of education and experience.
