Operations Manager

Position and General Responsibilities

Schepers, LLC (the “Company”) is a residential irrigation installation and services company headquartered in Jenison, MI, about 15-20 minutes southwest of Grand Rapids. The Company is institutionally backed and on a strong growth trajectory, seeking to bolster its team by adding an experienced Operations Manager to support the Company as it scales. To be successful in this role, candidates should have an in-depth knowledge of operational oversight in a service-based business, optimizing productivity, coordinating schedules, maintaining high customer satisfaction, ensuring safety and compliance, and strong understanding of field service management technology. Candidate will also be entrepreneurial in nature to support a small business, and excel in oral and written communication.

Reporting Relationships

While the Operations Manager will report directly to the President of the Company, Mike Schepers, the Operations Manager will also work collaboratively with the Leadership Team.

Position Qualifications

• Bachelor’s degree in Business, Operations Management, or related field, or equivalent experience
• Minimum of five (5) years in operations or a management role
• Prior experience in a consumer facing service industry, and/or the green services sector is preferred
• Strong leadership and team management skills
• Proficient in project management and field service management software (e.g. Service Titan)
• Excellent communication, problem-solving, and organization skills
• Ability to multitask in a fast-paced environment
• Capable of using Microsoft Word, Excel, and Powerpoint to effectively analyze and review data points, and also communicate with the team

Team Member Expectations

• Completes work in a timely and accurate manner.
• Demonstrates good judgment and reasoning when investigating and solving problems.
• Seeks guidance and direction in the performance of responsibilities and duties.
• Contributes to a strong employee culture while holding team members accountable.
• This position requires a degree of cooperation, communication and coordination between all department managers and employees.
• Be a self-starter, working independently but in conjunction with Company leadership.

Key Job Responsibilities

The principal duties of the Controller and direct reports consist of, but are not limited to, the following:

1)      Team Management

• Oversee hiring, onboarding, and training processes for field and relevant office staff
• Work with President on personnel career progression, development, and retention (This would include Service Coordinators and Field Personnel)
• Work with Leadership Team to ensure Company is staying competitive on compensation packages for existing and new employees

2)      Operational Oversight

• Inventory purchasing and planning
• Fleet lifecycle planning and asset management (e.g. Trucks, Trailers, Compressors, Ancillary Tools)
• Oversee and manage seasonal staffing needs
• Ensure employees are all supplied with proper Company apparel and work gear throughout the year
• Identifying and mitigating potential risks in operations, such as project delays, cost overruns, or legal issues

3)      Customer Service

• Fostering a culture of exceptional customer service and client satisfaction, striving to exceed client expectations
• Handle customer complaints and resolve issues
• Develop and implement strategies to enhance the customer experience
• Look to develop customer feedback program, analyze, and incorporate into service improvements

4)      Technician and Crew Scheduling

• Oversee Scheduling Coordinators and ensure crews and Service Techs are optimally scheduled

5)      Process Improvement

• Identifying areas for process improvement and implementing more efficient workflows and operational procedures
• Ensure the Company is staying ahead of the curve on latest technological needs to drive efficiency out in the field and in the back office
• Monitor performance metrics

6)      Safety and Compliance

• Fleet maintenance and safety planning, including Telematics oversight
• Schedule and manage First Aid Training with all Foremen and Service Techs
• Oversee and manage safety meeting cadence

7)      Budget Management

• Work with Leadership Team on budget development and implementation of incentive bonuses for personnel

8)      Other Key Growth Initiatives

• Potential facility expansion or relocation
• Oversee ramp-up of regional greenfield locations
• Potential to oversee integration with other irrigation service providers through acquisition
• Work with Leadership on developing training program for new Service Techs