Service Manager

Job Description

Job Description

W.C. Rouse and Son, Inc., a New Page Company, is a 70 year old Boiler Room Equipment and Services provider for North and South Carolina. We are a manufacturers' representative and have a very broad product offering, encompassing all major types of boilers, commercial/industrial water heaters, boiler room heat recovery equipment and more.

We are currently hiring for a Service Manager with technical boiler expertise and leadership/operational management skills to manage a talented team of Boiler Mechanics and Technicians responsible for providing best in class services to our customers.

 

Responsibilities:

• Strengthen and grow relationships with existing customers, by providing excellent customer service
• Maintain expert status in our Equipment and Service offerings – continuous improvement and education
• Continuing education in relevant technologies, mechanical, plumbing, electrical, controls
• Project Management Oversight of service components of all sold jobs
• Support proposal creation, Service Quotes and Service Agreement Quotes (coordinate with Sales)
  • Developing service scopes of work, including pricing, for service proposals
  • Provide field services estimating support to Sales Reps and Applications Engineers
• Maintaining relevant opportunity and job information in cloud-based file storage solution
• Lead Monthly Service Meetings
• Schedule technicians efficiently to achieve Service Utility KPI’s and Billable Hours Metrics
• Coordinate scheduling with other offices to increase training opportunities and to allocate resources as needed, to best serve our clients
• Ensure technician utilization of Service Software (Tech Anywhere) meets company standards.
  • Including timely completion of Work Order Days, Submission of Hours, and Service Report Components
• Conduct bi-annual performance review of technicians
• Manage technician personnel including basic conflict resolution and discipline in accordance with company’s Core Values and Employee Handbook
• Exemplify company Core Values and Purpose to other employees and customers
  
  • Page One Principles:
    • Act safely
    • Show up, ready
    • Do the right thing
    • Respect Others
  • The New Page Way:
    • Win as a team
    • Find a solution
    • Look for better ways
    • Own the outcome
• Able to obtain and maintain relevant contractor’s licenses, in good standing, in their Branch’s state
• Technicians tracking time to Work Orders daily, closing work order within 24 hours of work complete – including submission of all required paperwork; safety checklist, combustion reports, etc.

Qualifications:

• 3+ years of Boiler or other HVAC/Mechanical Service Management experience, leading teams with at least 5+ direct reports
• Experience with Boiler Service, Mechanical Contracting/Installation
• Bachelor's Degree or equal industry related experience
• Mechanical or similar Engineering Degree a plus
• Strong experience with Microsoft Office products 
• Experience with Salesforce CRM a plus
• Desire to succeed and be a part of our family, especially long term
• Valid Driver’s License
• “Customer-first” attitude

WC Rouse is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.