Head of Client Support Services

Description
Company : Joe Water
Job Responsibilities

Lead, manage, coach, and develop the service technician team
Provide ongoing technical, customer service, and sales training to technicians
Establish accountability and performance expectations for service technicians
Monitor technician productivity, efficiency, revenue production, average ticket, and estimate conversion
Review technician-generated estimates and ensure appropriate customer follow-up
Improve service department revenue while maintaining a strong customer experience
Ensure technicians perform complete system evaluations and properly identify customer needs and system deficiencies
Assist technicians with difficult diagnostics, troubleshooting, and escalated service calls
Maintain quality-control standards and work to reduce callbacks, repeat visits, and warranty-related issues
Review service performance and identify opportunities for technician coaching and improvement
Help develop and maintain service procedures, standards, and best practices
Work with the office/scheduling team to improve technician utilization, routing, and overall department efficiency
Assist with recruiting, onboarding, and training new service technicians
Support the development of residential and commercial service opportunities
Handle escalated customer concerns related to the service department when necessary
Communicate department performance, staffing needs, issues, and opportunities to company leadership
Maintain accountability for company vehicles, equipment, tools, and technology assigned to the service team
Perform other service-management duties as reasonably required to support company growth and operations