Head of Service Management

About The Role

The Service Supervisor is responsible to manage Service as it pertains to our dealers and customers. The Service Supervisor will maintain a level of efficiency in the production of our homes.

Essential Duties & Responsibilities

Evaluate and resolve problems that may need advice of supervisor.

Phone interaction and customer relations with dealers, contractors and customers.

Inspections - State, Legal and Consumer.

Hire, lead, coach, supervise and mentor all Service staff.

Approve all incoming invoices for payment.

Responsible for all contractors and their service performance.

To see that all service requests are dealt with as efficiently and quickly as possible.

Assist Service Coordinator with difficult parts orders and work orders.

Conduct consistent service meetings.

Handle state inquiries and legal service problems, and coordinate scheduling of all work necessary to resolve SAA and legal service problems.

Review all cash settlement offers before they are accepted and approve all cash settlement check requests.

Review all Service Technician expense reports.

Review all contractor bills.

Make follow up calls to customers to make sure the service was done to their satisfaction. If not, have them put in writing what is left to do.

Evaluate the time each service technician or contractor takes to make each repair.

Review service reports: 1) frequency reports of service performed in 30 day intervals; 2) service technician schedules; and 3) unscheduled service.

Make sure service files are complete and accurate.

Work with production to assure high quality standards.

Communicate with Dealers service policies and procedures.

The ability to travel on occasion

Minimum Qualifications

2 -3 year’s experience in a Service Manager position

Construction experience in repair and installation of framing, plumbing, electrical, roofing, drywall, etc.

Ability to walk, climb and lift loads of at least 50 lbs.

Valid driver's license

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions and percentages.

Team building/leadership skills

Always maintain a professional appearance

Ability to multi-task in a fast paced environment

Ability to prioritize tasks, attention to detail and self-management

Effective planning and organization skills

Consistently provide excellence in Customer Service

Strong communication skills, patience and empathetic outlook

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