What are the responsibilities and job description for the Field Operations Manager position at Reliable Services USA LLC?
Reliable Services is a company with vision. We have a vibrant office atmosphere thriving on collaboration and teamwork. Like most growing businesses, we expect our associates to occasionally do things outside their job description. We are a company built on the quality of our work and 100% customer satisfaction; because of that, we treat our employees with the same level of respect.
Reliable Services is a small office environment and focuses on maintaining a culture that produces a “best-in-class” work experience for our employees – we love to develop, cross-train and promote our most valuable associates!
Reliable Services offers a flexible work schedule, Excellent Medical, Dental, Vision Benefits, Supplemental Insurance Options (Life, Accident, etc.), PTO Package, Annual Reviews, Employee Appreciation events and we give you your Birthday off WITH PAY!
Summary:
The Field Operations Manager is responsible for handling all operational, performance management and strategic planning aspects for Field Technicians on the Installation Team. This role requires a blend of performing occasional installations, in-field training, performance evaluations and in-office duties such as payroll evaluation, data analysis, meeting with Technicians and Management.
The scope of the role includes all Installation Technicians, Apprentices and Helpers in the Installation Services Division. Communication and collaboration with the Support Services Manager, HR and VP of Operations is critical.
Key Responsibilities:
Responsible for training, coaching and performance management of Technicians – this includes but is not limited to, policy and process adherence, time and attendance management, 90-Day and Annual Reviews and hands-on training of Technicians/Apprentices on proper customer service and installation techniques.
Responsible for maximizing each Technician’s production (sales and hours) and quality. This includes survey scores, minimizing chargebacks and damages, meeting with each monthly to address their KPI’s and Metrics, setting goals, holding them accountable to the goals and leading them to a path of continued improvement and promotion.
Collaborate with Human Resources and actively participate in sourcing, interviewing, hiring, on-boarding and training of new Field Technicians and Apprentices.
Assist in Company Communications, New Process Roll-Outs, Field Technician meetings and driving overall performance improvement in the Installations Field Team.
Provide excellent service and support to the end-client as issues arise or are escalated to Reliable Services (includes NIM, FPS, Store Manager, SASM, etc).
Act with urgency to solve problems quickly, with minimal cost and to the satisfaction of the end-customer or client.
Effectively communicate with all stake-holders such as Support Services, Human Resources, Cabinet Division, Director of Retail & SFI Sales, etc.
Perform Job site Inspections, Store Visits, Specialty Spotlights, and PRO Events when needed.
Criteria for Hire:
5 years in residential plumbing field experience AND 2 years in a leadership, manager or supervisory role
Possess (or eligible to obtain within 6 months) a NC and/or SC Plumbing Technician, Class 2 or Class 1 Plumbing License
Professional and polished appearance, service skills, positive attitude and ability to encourage teams and customers.
Demonstrated experience in being highly communicative, proactive and out-of-the box/forward thinking.
Demonstrated excellence with providing positive and constructive feedback to employees and providing them with the ability to grow, improve and succeed.
Highly self-directed, self-reliant, organized, and demonstrated conflict resolution skills.
Ability to self-prioritize workflow and handle multiple, competing scheduling and project priorities and meeting deadlines and Executive expectations.
Reliable Services is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided based on qualifications, merit, and business need.
About Reliable Services USA LLC
Reliable Services USA is one of the fastest growing service companies in North and South Carolina. As a licensed General Contractor, we offer expert re-modeling, plumbing, electrical and installation services to residential customers. Our company has been in business for over 18 years, and we are proud of our A Better Business Bureau [BBB] rating and a current Google review score of over 4.9 out of 5. We take pride in both the quality of our work and the service we provide to our customers. Are you ready to be part of an industry experiencing explosive growth? The global market for household appliances is projected to reach an astounding $590.5 billion by 2027. This presents a fantastic opportunity to start or advance your career with us as an Appliance Installer.
