What are the responsibilities and job description for the Operations Manager position at Zephyr?
About Michael Bonsby HVAC, Plumbing & Electrical
Michael Bonsby HVAC, Plumbing & Electrical, a Zephyr local brand business, is an established company with over 20 years of experience providing top tier service to the Maryland, Virginia and Washington D.C. communities.
About the Role
Michael Bonsby HVAC, Plumbing & Electric is looking for a Operations Manager to oversee all aspects of the HVAC and Plumbing Service and Install teams operations and is ultimately responsible for the successes and failures of the Department and the technicians. The Manager will lead HVAC and Plumbing technicians to install, maintain, and repair homeowners’ respective systems and collaborate closely with the technicians, dispatch, and other supervisors to achieve departmental objectives and goals. The Manager will communicate, when necessary, directly with clients to ensure satisfaction and directly with vendors and suppliers to relay needs. This leader will drive revenue growth, control costs, ensure department and technician performance metrics are met, create a positive & winning culture, and develop technicians, constantly striving to be a world-class operator. The Manager has an ‘owners’ mindset – they are ultimately in charge and must own the Department’s performance. The Manager should ensure the technicians know and perform to expectations. The Manager always aims to address problems at the lowest level, always keeping the General Manager informed and pulling him in when required. This is a full-time role that will report into the General Manager and be based out of our Gaithersburg, MD office.
What You’ll Do
- Technician Performance
- Manage, inspire, coach, train, and develop residential service, maintenance, and install technicians to ensure quality, timely, and profitable work
- Understand the sales criteria – conversion & average ticket – for work types and hold technicians accountable to meet and exceed revenue goals
- Hold weekly 1:1’s with technicians to conduct performance review and personal check-in
- Perform weekly ride-a-longs to ensure service system processes are being followed
- Review technicians’ work – in person & via Service Titan - to ensure quality & established standards are being followed
- Provide technical support for HVAC and Plumbing service technicians & installers
- Ensure neatness of dress & care of equipment, including vehicle maintenance & readiness
- Ensure safety compliance
- Hiring
- Recruit, interview, hire, and train technicians in conjunction with General Manager to meet budget
- Office
- Submit/review payroll for technicians to accounting weekly
- Conduct capacity planning for the job board by collaborating with CSRs and Dispatcher
- Collaborate with Dispatcher to maximize revenue through ‘Right Tech Right Call’
- Manage on-call schedule for technicians
- Install / Warehouse
- Collaborate with Sales Department to ensure equipment & materials are ordered in a timely fashion, permits are pulled, rebates submitted, revenue is collected collection, and inspections occur.
- Work with dispatcher to ensure parts returns are conducted in a timely manner and clients are updated
- Training
- Organize and conduct weekly technical and sales training
We’d Love To Hear From You If You Have
- Strong knowledge of HVAC and Plumbing systems, components and installation practices
- Experience managing a team of HVAC and Plumbing Service Technicians, with excellent leadership and communication skills
- Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines
- Proven experience leading a growing team to success
- Ability and willingness to motivate and develop the team
- Excellent written and verbal communication skills
- Valid driver’s license with an insurable driving record
Working Conditions/Physical Demands
- Must consider safety one’s primary job and must have general knowledge of safe working practices and OSHA requirements
- To adequately perform the duties of this job the team member is regularly and routinely required to sit, stand, walk, stoop, use hands to handle controls, hear, and talk
- Must be able to climb ladders, work in hot and cold environments, and work in small crawl spaces
- The ability to regularly lift and/or move 50 lbs is required
- The work environment can vary depending on the season and scope of work – employees are required to work outdoors throughout the seasons
