Electrical Service Manager

Job Description

Job Description

Company Summary:
T&J Electrical Solutions is a division of T&J Companies, a family-owned and operated company based in Clifton Park, NY. T&J Companies and its divisions self-perform commercial appliance and electrical services for customers throughout the Northeast with a primary focus on retail locations.

Our team is professional, agile, and customer centric. Our goal is to provide our customers with fast, reliable service they can count on while growing our family-run business into a top employer in the region.

Position Summary: The Service Manager is responsible for overseeing the day-to-day operations of field technicians within an assigned geographic coverage area. An electrical background with hands-on field experience is mandatory, as this knowledge is critical for providing proper oversight, guidance, and technical support to electrical service technicians.

Responsibilities and Duties:
Morning

• Review Schedule & Assignments: Confirm technician dispatch and job priorities.
• Team Briefing: Conduct a brief huddle to communicate daily goals and reinforce company best practices.
• Check Inventory Needs: Ensure technicians have the required parts, tools, and materials for scheduled jobs.

Midday

• Monitor Job Progress: Track completion status, address delays, and reassign resources as needed.
• Customer Updates: Proactively update customers regarding arrival times, delays, or changes.
• Support Technicians: Resolve technical, logistical, or operational issues promptly.
• Assistant Service Managers: Provide necessary information to support accurate proposal development and submission to clients.

Afternoon

• Review Incomplete Work Orders: Identify outstanding needs (parts, labor, scheduling) and take corrective action.
• Vendor Coordination: Submit pricing and availability requests to parts vendors.
• Quality Control: Spot-check completed jobs to ensure compliance with company standards.
  • Steps:
  • Acknowledge Quickly – Respond to the customer within 15 minutes of escalation.
  • Gather Facts – Review work order details, technician notes, and customer feedback.
  • Assess Impact – Determine urgency (safety, compliance, customer satisfaction).
  • Deploy Resources – Assign senior tech or additional support immediately if needed.
  • Communicate Resolution Plan – Inform customer of next steps and timeline.
  • Follow Up – Confirm completion and update VP of Operations if high-impact.
• Handle Escalations:
• Update System: Ensure job statuses, notes, and billing details are accurate in the service software.

End of Day

• Review KPIs: Jobs completed, first-time fix rate, and any missed appointments.
• Review Tomorrow’s Schedule: Confirm staffing and resource allocation.
• Communicate Summary: Send a brief report to VP of Operations on performance and issues.

Qualifications & Requirements: Required Skills and Abilities:

• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Proficient in Microsoft Office Suite (Outlook, Excel, Word, One Drive) or related software
• Excellent organizational skills and attention to detail
• Basic understanding of clerical procedures and systems such as recordkeeping and filing
• Ability to work independently

Other Information:

• This position reports to the VP of Operations
• Prior service management or dispatch experience preferred

Compensation and Benefits:

• Compensation: $65,000.00- $75,000 depending on experience
• 10 days paid vacation upon hire, additional time earned each year
• Health Insurance offered
• Dental Insurance offered
• 401k with company match
• Employee discount program
• Opportunities for growth and development

Monday-Friday: 7:00am-4:30pm
Rotating on-call weekends