What are the responsibilities and job description for the Service Operations Manager position at Quality Air?
- 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.
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.
