Head of Customer Service (Remote)

Description

Concentric is the first national industrial power services organization delivering forklift and critical power as well as maintenance solutions that ensure uninterrupted, sustainable facility power. The company's signature solutions, Guaranteed POWER® and Perpetual POWER® are industry firsts, improving reliability, sustainability, and safety to solve the power problem for facility leaders. Concentric helps data centers, distributors, manufacturers, utilities, communications infrastructure and more develop resilience in their power systems while making the energy transition with less risk. With a national network of service professionals, Concentric provides engineering, installation and maintenance/management for power equipment including backup batteries, UPSs, generators, energy storage, micro grids, forklift power, onsite maintenance and more. Learn more at concentricusa.com.

Job Summary

The Service Manager will be responsible for managing Technicians and possibly other positions who are critical to the operations and delivery of service. They manage the overall financial performance and customer service of the service regions. The Service Manager reports to either an Operations Manager or to the Director of Operations for a geographical region and has 2 or more direct reports.

Key Job Responsibilities

Reliable attendance and punctuality.

Communicate job expectations with Technicians and other personnel.

Assign, schedule, prioritize repairs, monitor, appraise job results, and foster a spirit of cooperation and teamwork with technicians and other personnel.

Hire, train, supervise, and provide corrective performance coaching to staff to reduce customer down time and maintain high-quality Technicians.

Initiate, coordinate, monitor, and enforce systems, policies and procedures.

Maintain safe, clean and organized work environment(s) by educating and directing personnel on the use of all control points, equipment and resources.

Develop a culture of safety that meets or exceeds the company’s high standards.

Maintain a high standard of quality customer repairs and customer service.

Resolve personnel and service problems by analyzing data, investigating issues, identifying solutions, and recommending action.

Answer questions and respond to requests timely for internal and external customers.

Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, benchmarking state-of-the-art practices, and participating in professional societies.

Develop thorough knowledge of the Company’s operating standards, policies, directives, and safety instructions pertaining to the assignment.

Assist with monitoring technician WIP reports and ensure limited hours remain for EOM.

Collaborate with regional sales leadership to coordinate activities between Sales and Operations teams.

Work with regional leadership to manage and drive financial forecasting and results.

Other duties as assigned by supervisor.

Key Performance Measurements

A score card that reflects performance in areas such as safety, completion time for projects, customer satisfaction, and issue resolution.

Management observation regarding attitude, diligence, team contributions, and willingness & ability to learn new skills and information.

Growth of existing customer services utilized.

Driving key business initiatives as the customer needs change.

Other key metrics prescribed by Concentric leadership, resulting in positive customer and Company impact.

Requirements

High School Diploma or GED is required.

Certification from a technical school focused on electrical, mechanical repair or battery maintenance preferred.

Associate degree from an approved two‑year college or university, preferred or equivalent experience.

Strong mechanical aptitude required, previous hands‑on mechanical repair and/or troubleshooting experience preferred.

Must be able to pass a background check and drug screen.

Experience managing service personnel.

Strong management and leadership skills.

Excellent interpersonal skills and a collaborative management style.

Extensive skills in Microsoft Office Products.

Excellent verbal, analytical, organizational, writing and presentation skills.

Possess innovative leadership, communication, delivery, consultative, partnership, and team building skills.

Proven ability to thrive in a fast paced, technology driven service environment.

Ability to work with individuals from diverse backgrounds and with diverse needs and across remote offices.

Exceptional planning and organizational skills.

Results‑oriented and demonstrates the ability to work independently and in a team environment, occasionally lead and/or participate in cross‑functional teams.

Ability to travel up to 10% of the time, overnight travel required.

Benefits

At Concentric we believe that Our People are what make us great and help us deliver exceptional customer service! We offer industry leading benefits:

Competitive pay & Plus incentive opportunities and overtime potential for our hourly employees!

Three medical plan options with employer premium contribution that start on day one.

Employee paid dental and vision insurance that start on day one.

Health Savings Account (HSA) with company contribution on eligible High‑Deductible Health Plans (HDHP).

Medical and dependent care Flexible Spending Accounts (FSA) available.

Company‑paid life and AD&D insurance, short‑term and long‑term disability coverage that start on day one.

Company 401K plan with 100% match on the first 4% of employee contributions.

8 paid holidays.

Full‑time Employees receive a total of 128 Hours of Paid Time Off (PTO) Annually.

We offer employee paid accident, critical illness, and hospital indemnity insurance.

We offer employee paid legal plans, identity protection, pet insurance, and home & auto discounts.

Training and mentoring – Learn from our experts in the industry.

Advancement opportunities.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to wear approved Personal Protective Equipment (PPE), carry tools; use hands to maneuver, handle, or feel; and talk or hear. The employee frequently is required to walk and reach with hands and arms. The employee is occasionally required to stand and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 100 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus. Employees must maintain a high level of self‑awareness about their surroundings due to conditions existing in the work environment.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work is performed in various locations, including customer sites, Concentric facilities, and often includes co‑workers working side‑by‑side. Exposure to live electrical components is common in many of these work environments. The noise level in the work environment is moderate.

The Concentric Company considers applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, genetic information, marital or veteran status, or any other legally protected status.

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