Director of Operations O'Malia's Living Carmel, IN Job Details Full-time $70,000 - $80,000 a year 1 day ago Benefits Profit sharing Health savings account Health insurance Dental insurance 401(k) Paid time off Vision insurance Employee discount Life insurance Qualifications Customer communication In-person customer service Performance management Team development Driver's License Appliance repair Recruiting Leading team collaboration initiatives Managing teams in a construction management role Managing projects Mechanical troubleshooting Mobile devices Full Job Description Director of Installation & Service O'Malia's Living O'Malia's is celebrating 60 years in business selling, installing and servicing high-quality fireplaces and fire features to the local community and delivering exceptional customer experiences. We are seeking a master of all trades who has experience in training and leading people for an exciting new role. You will have direct responsibility for: All installation operations All service operations Field technicians and installers Independent contractors and subcontractors Technician scheduling and work assignments Technical troubleshooting and escalation Installation quality Customer service issues Warranty and callback work Technician training and development Field productivity Truck, tool, and equipment readiness Job documentation Safety Department performance and profitability When something happens in installation or service, you own it. ________________________________________ Lead the Team You will directly supervise and develop our installation and service technicians.

Responsibilities include:

Assigning technicians to jobs Coaching and training technicians Conducting field inspections Establishing workmanship standards Holding technicians accountable Helping recruit and interview new technicians Conducting technical skills assessments Developing lead installers and senior technicians Addressing performance problems Building a strong field-service culture We are looking for a leader who can earn the respect of experienced tradespeople because you understand the work. ________________________________________ Own Every Installation Our projects may include: Gas fireplaces Wood-burning fireplaces Electric fireplaces Fireplace inserts Venting and chimney systems Gas logs Outdoor fireplaces Fire pits Outdoor grills Outdoor kitchens Gas piping Specialty appliances General residential construction and installation You will help ensure jobs are properly prepared before technicians arrive.

That includes reviewing:

Scope of work Measurements Product requirements Site conditions Required materials Venting Gas Electrical Framing Clearances Crew requirements Specialty tools The goal is to solve problems before they become jobsite problems. ________________________________________ Run the Service Department You will oversee service and troubleshooting involving products such as fireplaces, grills, gas appliances, and related residential systems. You will become the primary technical escalation point when technicians need assistance. We want someone who understands the difference between diagnosing a problem and replacing parts until something works. You should be a strong troubleshooter who can teach others how to think logically. ________________________________________ Customer Escalations When an installation or service problem becomes difficult, you become the customer's senior point of contact.

You will:

Gather the facts Inspect the problem when necessary Determine the technical issue Develop a corrective plan Communicate with the customer Assign the appropriate technician Follow the issue through completion You should be comfortable handling difficult conversations professionally and confidently. ________________________________________ Reduce Callbacks Callbacks cost money and damage customer confidence. You will track installation and service callbacks and determine: What happened? Why did it happen? How do we prevent it from happening again? We want someone who fixes systems—not just individual problems. ___________________________________ Work With Sales and the Office You will work closely with our showroom sales and administrative teams.

You will help make sure:

Difficult projects are reviewed before installation Sales has the correct technical information Jobs are scheduled intelligently Technicians receive complete work orders Materials are ready Customers receive appropriate communication Field information gets back to the office The goal is to create a smooth handoff from: Sale → Scheduling → Installation → Service → Completion ________________________________________ This Is a Hands-On Leadership Position This is not a desk-only management job.

You will need to:

Visit jobsites Troubleshoot difficult problems Help train technicians Inspect installations Assist with complex projects Handle serious callbacks ________________________________________ Who We're Looking For You may be a great fit if you have experience as a: Service Manager Installation Manager Field Service Manager Lead Technician Service Supervisor Construction Manager General Contractor HVAC Service Manager Plumbing Service Manager Fireplace/Hearth Manager Appliance Service Manager Senior Multi-Trade Technician ready for leadership We care less about your current title than about your ability to lead people and solve problems. ________________________________________ Preferred Technical Background Experience in several of these areas is highly valuable: Fireplace installation and service Gas appliances Gas piping HVAC Plumbing Electrical Carpentry Framing Venting Chimney systems Appliance repair Grills Outdoor kitchens Remodeling Residential construction You do not need to personally master every trade. You must know enough to recognize good work, identify problems, and lead people who perform the work. ________________________________________ Required Qualifications Successful candidates should have: Significant hands-on installation, service, construction, or mechanical experience Strong leadership ability Positive attitude Supervisory or management experience Excellent troubleshooting skills Strong mechanical aptitude Experience managing multiple projects or technicians Excellent customer-service skills Strong organizational ability Ability to read technical manuals and specifications Comfortable using smartphones and technology Valid driver's license Reliable transportation Ability to pass a background check Professional appearance and communication skills ________________________________________ The Person We Want You are someone who: Takes ownership Makes decisions Solves problems Develops people Holds others accountable Communicates clearly Stays calm under pressure Understands quality workmanship Respects customers' homes Does not accept repeated excuses Thinks like an operator, not just a technician Most importantly, when something goes wrong, your first reaction is: "I'll take care of it." ________________________________________ What Success Looks Like Within your first 6-12 months: The Owner receives far fewer technician calls Routine field decisions no longer reach ownership Technicians have clear accountability Installations are better prepared Callbacks decrease Technician skills improve Customer problems get resolved faster Scheduling becomes more predictable Documentation improves Service becomes more profitable Installation quality becomes more consistent ________________________________________ Why Join O'Malia's Living? This is an opportunity to do more than supervise technicians. You will have the opportunity to build the department. You will work directly with ownership and have meaningful influence over: Hiring Training Field procedures Quality standards Scheduling systems Technician development Service operations Installation processes Department growth We want someone who is ready to take what they have learned in the field and use it to build an exceptional operation. Compensation includes a base + profit sharing for the department. ________________________________________ Apply Today When applying, please tell us: 1. How many technicians or field employees you have supervised. 2. Your strongest technical trades. 3. The largest installation or service operation you have been responsible for. 4. How you have reduced callbacks or improved technician performance. 5. Why you are ready to own an installation and service department. If you're an experienced trades professional who is ready to stop being the person who solves every problem yourself—and start building a team that can solve them—we want to meet you. O'Malia's Living Build the team. Own the results. Run the department.

Pay:

$70,000.00 - $80,000.00 per year

Benefits:

401(k) Dental insurance Employee discount Health insurance Health savings account Life insurance Paid time off Vision insurance

Work Location:

In person