Gaithersburg, MD
Who Staffing is looking for a Service Operations Manager for a fulltime, direct hire opportunity with our client in Gaithersburg, MD.
Job Summary:
Our client is looking for a Service Operations Manager to assume a role of leadership and ultimate accountability for all aspects of the Service Department for day-to-day operations as well as development and implementation of department-wide systems and policies to facilitate those operations.
Job Responsibilities:
Day to Day team Supervision
· Supervise service department office and field staff as needed
· Facilitate departure of service Field team in timely and efficient manner
· Continuously check/walk around company trucks to assist with inventory control and truck safety checks.
· Track service staff throughout the day using gps system
· Manage the schedule when team member callouts occur
· Manage dispatch assignments to appropriate technicians or weekly technician efficiently
o Ensure dispatches are managed efficiently
o Ensure teams are assisting others when needed as it makes for company productivity and efficiency
· Debrief with service techs at end of day
· Verify follow-up and return work is scheduled
Hiring/Firing/Promotions
· Identifying and hiring or promoting the appropriate person to fill a job vacancy
· Interviewing potential candidates for a job vacancy
· Perform background checks and follow hiring processes adhering to company guidelines
· Identifying personnel that are not meeting job performance expectations and terminating their positions
· Manage team spiffs, incentives and goals
Training & continuous mentoring
· Training, mentor, coach and supervise team to improve employee performance and productivity
· Coaching- continuously work with employees to encourage personal and professional growth (Sales, communication, consistency, field process and technical skills)
· Create, Facilitate and implement training programs and calendars
· Field coaching, mentor, teaching as needed for continuous company growth and team growth
· Set expectations for technicians and Jr. Technicians
o Mentor and teach—How to identify problems, How to fix/repair, How to identify other areas of concerns, How to identify safety issues, when to red tag equipment/suspend use of equipment, teach troubleshooting techniques and all equipment installations, teach proper use of field equipment
o How to best communicate with customers and exceed customer expectations and satisfaction
o Teach technicians and tech assistant how to use, care, maintain and fix company provided equipment (i.e. blowers, trash pumps, test kits, battery, power vac, drills)
· Safety training
o Truck safety
o Chemical handling
o Equipment and tool safety
Performance reviews
· Provide bi-annual formal appraisal of job performance that also identifies areas that may need improvement and areas of personal professional growth development
· Create and constantly modify performance expectations of team members as it relates to their responsibilities and their growth.
· Perform follow-up reviews to monitor achievement towards personal and professional goals
· Provide both reinforcing and corrective feedback to employees regarding their performances on a regular basis
Monitoring/improving productivity
· Supervise and direct employees to maximize productivity
· Create and Implement systems to improve or maintain productivity goals
· Manage teams’ consistencies and lack of as they pertain to productivity and sales goals
· Ensure techs have the right tools to do their work efficiently and professionally
Technical resource/troubleshooting
· Act as a resource to department and company personnel regarding technical questions
· Perform advance troubleshooting when necessary
Quality assurance
· Supervise department personnel to ensure that customer and company expectations are being met (Follow up with tech and customer)
· Schedule and non-scheduled ride along with technicians
o Assists teams when and as needed
o Advising teams on field proficiency and efficiency
o Check on quality control
o Meet with customers when and as needed to ensure teams are adhering to company policies and expectations
· Communicate and mentor customers as needed
· Create and Implement systems to verify field performance
Customer service representative/complaint handling
· Resolve customer concerns, confusions and complaints (C-3 issues) in a timely and responsive manner
· Act as a resource to consumers for technical information
· Ensure customer phone calls and emails are being responded to in timely fashion
· Create and execute on a customer follow-up system as needed (stay in communication with customers on progress of project, sales/lead follow-up, etc.)
· Ensure technicians communicate/ follow-up with customers when requests have been made
· Ensure customer leads and quotes are written and emailed in a timely fashion
Resource management
· Work with Service Writer/scheduler to utilize personnel as appropriate
· Track and Keep equipment in proper working condition
· Purchase equipment, electrical, other supplies when necessary
· Monitor special orders for service department
· Assist with the day-to-day inventory for the service team (transfers and process)
· Be involved in truck and facility wide inventory and Seasonal truck stocks
· Update and maintain seasonal min/max truck levels
Maintain communication within and between department(s)
· Keep department personnel up to date on company-wide and department-wide expectations, promotions, policy changes, procedures and other relevant information
· Brief other departments on relevant information regarding service department
· Gather information from other departments to facilitate achievement of company-wide and department-wide goals
Provide assistance to other departments
Administrative
· Monitor teams leave & approve leave requests
· Approve/give input on commission and bonus amounts
· Deal with and hold accountable teams’ inappropriate behavior issues
· Supervise/maintain workbench, service shelves and defective area. Should be clean and orderly.
Fleet Maintenance – Service Department
· Arrange for routine and special maintenance
· Maintain documentation for vehicle service and repair
Vision/Mission implementation
· Implement programs and procedures that will facilitate the achievement of the company-wide Vision and Mission.
Skills/Education Required:
· Computer skills:
o Basic computer skills and ability to learn to use new software
o Working knowledge of Microsoft Word and Excel required.
· Ability (to learn) to drive a forklift
· Excellent written and verbal communication skills
· Excellent math skills
· Have significant experience in pool service and repair and water chemistry
· Ability to give direction and supervision to multiple employees simultaneously
· Ability to perform multiple tasks simultaneously with appropriate level of attention to each
· Have good mechanical and problem-solving skills
· Own and maintain an appropriate set of hand tools
· Be detailed oriented and organized
· Have neat handwriting
· Have a good driving record and valid license
· Have a positive disposition and professional appearance
· Have good interpersonal relationship skills
· Be able to identify potential problems and prevent them accordingly
· Possess the tact and knowledge necessary to deal with customers, employees and co-workers effectively
· Ability to handle and resolve conflict in a manner that results in a win-win outcome
Skills/Education Preferred But Not Required:
· Teaching skills and experience
· Strategic planning experience
· Analytical skill and experience
Current Work Schedule:
· Peak Season: Mon-Fri plus Saturdays from mid-Apr - June 22 and Sept. – Oct. 7:30am-5/6/7pm
· Mon-Fri June – August 7:30- 5/6pm
· Mon-Fri November -March 7:45am – 4/5pm
Report to:
· Business Manager/General Operations Manager
Paid Holidays:
· Memorial Day, July 4th & Labor Day
· Thanksgiving Weekend (Thurs & Fri)
· Christmas Shutdown (Dec. 24 - Jan. 1)
Other Benefits:
· See benefits and company policy handbook
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