Business Unit Manager

Are you looking to join a team passionate about solving customer issues, serving them with respect and professionalism? Are you someone who prides themselves on their attention to detail, technical knowhow, and hardworking nature? Are you looking for a niche and highly skilled industry that is one of the largest and longest lasting industries? We're looking for you!

Overview:
We are seeking a highly skilled and motivated Business Unit Manager to lead our sales, service, and operations at Roto-Rooter. This role is integral to our commitment to providing exceptional service and maintaining the highest standards in plumbing solutions. The ideal candidate will have a proven track record in service management, exceptional leadership abilities, and a passion for customer satisfaction.

Duties:

Service Operations Management:

• Procedure Adherence: Ensure all service calls are handled following established procedures from initial customer contact to job completion.
• Service Agreements: Manage service agreements, ensuring customers receive timely and proactive maintenance and services as per their contracts.
• Coordination with Dispatching Team: Coordinate with the scheduling and dispatching of service calls to ensure prompt and efficient customer service.

Customer Issue Resolution:

• Issue Tracking: Monitor and track ongoing customer issues, ensuring timely follow-up and resolution.
• Customer Interaction: Conduct follow-up visits and calls post-service to ensure customer satisfaction and address any concerns.
• Complaint Management: Handle escalated customer complaints with professionalism and work towards quick and satisfactory resolutions.

Quality Control and Assurance:

• Standards Compliance: Ensure all service work meets company quality standards and complies with Alabama Plumbing Code and Health Department Regulations.
• Training and Development: Regularly review service processes and conduct training sessions to maintain high technical proficiency among technicians.
• Documentation: Implement strict quality control procedures, including detailed photo documentation and customer sign-offs for all service work.

Team Leadership and Development:

• Team Management: Lead, manage, and mentor the service team, fostering a collaborative and high-performance work environment.
• Performance Monitoring: Set annual service goals and track team performance, providing regular feedback and performance reviews.
• Training Programs: Develop and implement training programs to enhance team skills and knowledge, ensuring continuous professional development.
• On-Call Operations: Operate as a dispatcher and manager on a rotating on-call schedule for your team. Taking calls and responsibility for the technicians after normal working hours and on weekends.

Equipment Management:

• Equipment Training: Confirm that all technicians have been properly trained on the use and safety involved in the operation of their service equipment.
• Equipment Maintenance: Ensure all service equipment is regularly maintained and in optimal working condition.

Customer Relations and Satisfaction:

• Relationship Building: Build and maintain strong relationships with customers, ensuring high levels of satisfaction and loyalty.
• Feedback Management: Implement and manage a review system to gather customer feedback and drive continuous improvement in service quality.
• Membership Plans: Develop and promote new membership plans and service agreements, enhancing customer retention and service value.

Operational and Compliance Oversight:

• Regulatory Compliance: Ensure all service operations comply with industry regulations, company policies, and best practices.
• Industry Trends: Stay updated on industry trends and technological advancements through Plumbing conventions and supplier communications.
• Strategic Implementation: Work with the Operations Manager to implement new strategies and technologies that improve service delivery and operational efficiency.

Experience:

• Proven experience in a service management role, preferably within the Service Plumbing or a related industry.
• Strong leadership and team management skills, with the ability to motivate and develop a high-performing team.
• Excellent customer service and problem-solving abilities, with a focus on customer satisfaction.
• Knowledge of industry regulations, standards, and best practices in plumbing systems.
• Strong organizational and communication skills, with attention to detail.
• Proficiency in using service management software (e.g., Service Titan) and other relevant tools.
• Those with great attention to detail, please apply and message with your favorite color and the name of the best company you have worked for.
• Valid driver’s license and clean driving record.

Pay and Benefits:

• Competitive salary with performance-based bonuses.
• Comprehensive health and dental insurance coverage.
• Retirement savings plan participation.
• Generous paid time off and holidays.
• Professional development opportunities to enhance skills and career growth.
• Company-provided vehicle and computer for business use.
• Employee discounts on company products and services.

Business Hours:

Standard business hours with flexibility based on operational demands. Rotating availability during evenings and weekends will be required for normal business operations.

Company Culture:

We aim to foster a respectful, hardworking, and team-oriented culture. We prioritize customer relationships, anticipate and address customer needs with joy, and continuously seek to innovate and improve our business operations.

If you are a results-driven and customer-focused professional with a passion for service excellence and team leadership, we invite you to apply and join our dedicated team committed to providing superior water filtration solutions.

Job Type: Full-time

Pay: $54,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off

Schedule:

• Monday to Friday
• On call

Ability to Relocate:

• Decatur, AL 35603: Relocate before starting work (Required)

Work Location: Hybrid remote in Decatur, AL 35603

Salary : $54,000 - $65,000