Service Operations Manager

• Monitor supervisor and technician performance to ensure superior customer satisfaction and contractual compliance.
• Monitor, mentor and ensure that the service technicians are completing field service tickets promptly and properly and communicating with the Service administration team.
• Manage dispatch department to ensure customer service satisfaction and timely response.
• Manage the after-hours service responses to ensure superior customer satisfaction, response and contractual compliance.
• Assist Service department as needed with invoicing, account payables and account receivables.
• Monitor the operating costs of the service operations staff. Ensure that staff is working efficiently and effectively within budget or as required to ensure profitability.
• Ensure field technicians are satisfactorily representing Quality Air’s capabilities and furthering our image to external customers.
• Promote the leed program and encourage technicians to be involved.
• Supervise/mentor the work of the service supervisors to better develop their technical, supervisory and leadership skills.
• Assist Sales Manager, as needed, with reviewing terms and conditions on service sales quotes and support sales team with site surveys and estimates.
• Assist in monitoring performance and maintain profit standards on service maintenance contracts, quoted service work, and T&M projects.
• Monitor and manage Service subcontractors and take corrective action when performance standards are not met.
• Promote and assist the safety team with Service safety programs and best practices.
• Implement processes necessary to ensure adherence to all legal and regulatory compliance (i.e., refrigerant, oil management and other hazardous waste disposal).
• Implement and oversee processes related to Service fleet, uniform, and tool management.
• Plan, organize and staff key Service supervisory and technician positions to accommodate department activity.
• Manage, develop and motivate staff. Establish performance standards and ensure the availability of career development and training opportunities to help consistently achieve optimal results and improve the core workforce.
• Develop and implement systems and procedures that foster positive customer relations and ensure prompt and thorough resolution of customer inquiries, requests and complaints.
• Investigate potentially serious customer complaints to help remedy the situation and/or promptly implement corrective measures as required.
• Explore new systems and methodologies that can improve customer service and employee performance.
• Perform additional assignments as requested/needed.
Travel Requirements: 10%
Work Environment and Physical Requirements
• Extensive relevant work experience required, supervisory/leadership experience preferred
• Thorough understanding of business/industry practices, processes, & standards
• Thorough understanding of and respect for safety and OSHA rules & regulations
• Excellent communication, interpersonal and motivational skills
• Strong organizational and problem-solving skills
• Ability to apply innovative and effective management techniques to maximize employee performance
• Strong MS Office skills and COINS experience highly desirable
• Employment is contingent upon satisfying all jobsite-specific access requirements, with no outstanding restrictions.