Service Manager

Description

The primary function of this role is to oversee all aspects of the Branch Service Department including service, and small contract jobs. This position reports to the Branch Manager with a dotted line to the Vice President of the Service & Inspection Division. The Service Manager is responsible for directly supervising all branch service department office and field staff to include Administrative Assistants, Sales Representatives, and Technicians. The Service Manager must ensure that the company satisfies the customer’s requirements so that the customer receives quality work and timely service during installation, repair and maintenance of equipment.

The Service Manager is responsible for directly supervising all branch service department office and field staff.

• Identify areas where training and development will enhance the branches opportunity to meet current and future business needs. Periodically review subordinates performance, identify areas of improvement, and implement necessary development and training programs or other appropriate actions.
• Responsible for insuring that all field work is completed on time, within budget and in a manner that meets customer expectations.
• Responsible for implementing programs designed to meet or exceed corporate objectives in the areas of revenue, sales, margin, and operating income.
• Ensure contractual obligations are met and actively participate in quickly resolving customer problems.
• Responsible for establishing and maintaining effective communication with customers.
• Quotes to the customers for service and any follow-up impairments.
• Perform customer surveys as required/requested.
• Responsible for establishing and maintaining effective communication with customers, ensuring their satisfaction with our products and services at all times.
• Grow service base by selling commercial service products & solutions to new and existing customers, including: repair service, modernization and service agreements.
• Develop and maintain vendor relations.
• Complying with all operating policies, procedures, executed Plans, and Programs is required.
• Ensure that effective performance measures are assigned, and that employees are motivated to achieve and exceed objectives in a professional, timely, and quality manner.
• Continually enhance sales skills and product knowledge in order to promote a professional image in the field.
• Complete proper scheduling and execution of monthly calls as assigned by management.
• Plan a growth strategy and carry it out efficiently and effectively.
• Read architectural and mechanical drawings and determine proper sprinkler locations for new construction and remodel projects
• Accountable for employee and office compliance with corporate safety programs. Identify safety hazards and issues and then notify corporate safety office for recommendations and corrective actions.
• Responsible for setting fair and manageable assignments for assigned personnel.
• Travel to customer and job sites as required.
• Work with other branch personnel to ensure great customer service from the order to the delivery and beyond.
• Building positive working relationships with multiple levels of employees and management is required.
• Execute all Company processes and complete all required paperwork accurately and in a timely manner.
• Obtain manufacturers’ certifications required to perform job function, as applicable
• Responsible for managing the branch service operations according to an approved financial plan, which includes operating expenses, accounts receivable/collections, manpower, and inventory.
• Responsible for the identification, selection, and development of new and existing customer accounts.
• Organize and develop an effective team to efficiently deliver service and to grow the business. Responsible for finding quality individuals who possess the necessary skills, knowledge, and experience required for any open jobs.

Requirements

LANGUAGE SKILLS

Must have the demonstrated ability to effectively communicate, cooperate, and collaborate with multiple levels of employees, government agencies, customers, vendors and suppliers.

This job requires the ability and desire to work in a fast-paced multi-tasked environment with a focus towards management, sales, and customer service. It also requires travel to branch office locations, jobsites and customer facilities.

While performing the duties of this job, the employee is regularly required to sit, see, talk, and hear. The employee is occasionally required to use hands to finger, handle, or feel objects, tools, or controls. The employee is occasionally required to walk and reach with hands and arms. Specific vision abilities required by the job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. The strength rating for this position is classified as light work which entails exerting up to 20 pounds of force occasionally and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly. Operation of a computer, telephone, hand calculator, copiers/fax machine are required. The employee must be able to understand simple math, simple drawings, financial reports, legal documents, simple memos, and business letters. The employee also must be able to write simple memos, summaries, and business letters. While performing the duties of this job, the employee may be required to commute to customer and company locations by land and air.

• Valid driver's license and excellent driving record is required.
• Ability to perform basic business mathematical functions is required.
• Significant experience with Microsoft Office (i.e., Word, Excel, PowerPoint) applications is required.
• Ability to think strategically, make sound decisions, and produce accurate and timely results is required.
• Exceptional communication, interpersonal, organizational, and leadership skills are required.
• Excellent organizational skills is required.
• Previous sales experience is a plus.
• Demonstration of a positive attitude is required.
• Working knowledge of NFPA 13 and 25 required.
• Ability to multi-task to the extreme is required.
• Ability to work effectively in a team environment is required.
• Excellent written and verbal communications skills are required.
• Obtain all licensing required to perform job function, as applicable.
• High school diploma or GED is required.
• Ability to delegate and direct others effectively is required.
• Ability to work with minimal supervision is required.
• 5+ years’ experience in a management position is required.
• 7+ years’ experience fire sprinkler work is required.
• Knowledge of industry standard practices for service, inspections, and design is required.
• Ability to follow-up on tasks and assignments in a timely manner is required.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance