Service Manager

Job Description

Job Description

SERVICE MANAGER

Loudon, NH – Full Time

About our energy

Family owned and operated for more than 90 years, Eastern is a full-service propane and oil company serving New Hampshire, Maine, Massachusetts, Rhode Island, and Vermont. We are proudly ranked as a gold level status for Veteran friendly employers. We’ve been voted as one of New Hampshire's "Best Places to Work" in the Manchester Radio Group's #bestofthe603 and we are pleased to offer employment opportunities throughout New England. Joining Eastern means you’re part of a supportive and family focused culture.

Why choose Eastern?

• Extensive benefits including 100% paid insurance options
• Matched 401(k) options
• Employee & family fuel discounts for your home
• State of the art Training Center
• 3.5 Weeks paid time off + 7 paid holidays
• Veteran’s Day paid holiday for active military and veterans
• Opportunity for growth
• Complimentary coffee, snacks, and Thanksgiving turkey
• Shortened summer hours – full pay, shorter days
• Wellness reimbursement (gym, exercise classes, and more)
• Tuition reimbursement
• Additional voluntary benefits
• Pet insurance

About this opportunity

This position is responsible for the day-to-day activities of the Service Department and sets a high standard for safety leadership, customer service, profitability, and organic growth. The position manages Service and Installation Technicians, Warehouse Coordinators, and Customer Service Representatives in Service. This position is additionally responsible for facilitating effective communication within the department and with other stakeholders including Sales, Delivery, Billing, Safety, and Fleet. Sound decision making relative to the scheduling and assignment of service work is required to ensure the timely and safe installation and servicing of products to meet our customers’ needs.

What your role will look like

• Ensure that all product sales, installations, and services are handled in a timely, efficient, and appropriate manner, including, but not limited to that they are performed consistently with Eastern’s policies and procedures, handbooks, manuals, and state and federal codes.
• Maintain a proficient working knowledge of Eastern’s safety policies and procedures, apply them in connection with all servicing and installations, and model Eastern’s superior safety culture in decision-making and actions.
• Communicate timely and appropriately with all applicable stakeholders.
• Supervise the local Service team by coordinating tasks and providing guidance to Service and Installation Technicians, departmental Customer Service Representatives, and Warehouse Coordinators. Leadership functions additionally include the following.
  • Coach direct reports daily while maintaining morale, motivation, accountability, discipline, and positive recognition.
  • Create a workplace culture that is consistent with Eastern’s overall culture and emphasizes the identified mission, vision, and Eastern’s four pillars: Reliability, Responsiveness, Safety, and Convenience.
  • Identify and coordinate learning opportunities for direct reports.
  • Maintain appropriate staffing levels by recruiting, selecting, orienting, and training new employees.
• Develop and maintain reliable documentation practices, which include timely, accurate, and complete reporting of accidents and injuries.
• Monitor and audit the accuracy and completeness of service orders, pre- and post-trip inspections, and other service and safety related documents and reports.
• Collaborate with Fleet to ensure that service vehicles are maintained properly.
• Manage, respond to, and resolve customer and local inspector questions, concerns, and inquiries accurately and appropriately.
• Provide customers with requested information by using application software or other appropriate means and assist customers to achieve total satisfaction.
• Develop and maintain proficiency with the utilization of Eastern’s software platforms.
• Interact with customers and co-workers in a respectful and courteous manner.
• Meet attendance expectations, which involve consistently arriving to work on time and being prepared to work within business hours, understanding that these scheduled work hours may vary based on the seasonal needs of the department.
• Participate in a rotating on-call schedule of local managers to provide remote support to on-call field employees.
• Support Eastern’s policies and procedures and comply with all applicable regulatory standards.
• Be receptive to and competently use new technologies.
• Be receptive to and successfully complete other duties as assigned.

What you’ll bring to this role

• Education:
  • High school diploma or equivalent.
  • Post-secondary education a plus.
• Experience:
  • Minimum 3 years relevant industry experience preferred.
  • Prior management and leadership experience a plus.
• Geography: Must live within the district’s coverage area. This position is 100% on-site with additional, limited remote responsibilities after regular business hours.

Apply now to heat up your career at Eastern!

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