Service Manager

Service Manager

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.

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.

Essential Duties / Responsibilities:

• Responsible for implementing programs designed to meet or exceed corporate objectives in the areas of revenue, sales, margin, and operating income.
• 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.
• Responsible for establishing and maintaining effective communication with customers.
• Ensure contractual obligations are met and actively participate in quickly resolving customer problems.
• Plan a growth strategy and carry it out efficiently and effectively.
• Responsible for insuring that all field work is completed on time, within budget and in a manner that meets customer expectations.
• Responsible for setting fair and manageable assignments for assigned personnel.
• Ensure that effective performance measures are assigned, and that employees are motivated to achieve and exceed objectives in a professional, timely, and quality manner.
• 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.
• 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.
• 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 establishing and maintaining effective communication with customers, ensuring their satisfaction with our products and services at all times.
• Quotes to the customers for service and any follow-up impairments.
• Grow service base by selling commercial service products & solutions to new and existing customers, including: repair service, modernization and service agreements.
• Work with other branch personnel to ensure great customer service from the order to the delivery and beyond.
• Perform customer surveys as required/requested.
• Develop and maintain vendor relations.
• Obtain all licensing required to perform job function, as applicable.
• Obtain manufacturers' certifications required to perform job function, as applicable
• Complete proper scheduling and execution of monthly calls as assigned by management.
• Execute all Company processes and complete all required paperwork accurately and in a timely manner.
• Continually enhance sales skills and product knowledge in order to promote a professional image in the field.
• Read architectural and mechanical drawings and determine proper sprinkler locations for new construction and remodel projects
• Travel to customer and job sites as required.

Qualifications:

To perform this job successfully, the individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education / Work Experience:

• High school diploma or GED is required.
• 7+ years' experience fire sprinkler work is required.
• 5+ years' experience in a management position is required.
• Previous sales experience is a plus.
• Working knowledge of NFPA 13 and 25 required.
• Knowledge of industry standard practices for service, inspections, and design is required.
• Valid driver's license and excellent driving record is required.

Computer Skills:

• Significant experience with Microsoft Office (i.e., Word, Excel) applications required.

We offer our employees a competitive salary and comprehensive benefits package and are always looking for individuals with the talent and skills required to contribute to our continued growth and success. Equal Opportunity Employer/Veterans/Disabled.