SERVICE OPERATIONS MANAGER

Gaithersburg, MDWho Staffing is looking for a Service Operations Manager for a fulltime, direct hire opportunity with our client in Gaithersburg, MD.

Job Summary:

Our client is looking for a Service Operations Manager to assume a role of leadership and ultimate accountability for all aspects of the Service Department for day-to-day operations as well as development and implementation of department-wide systems and policies to facilitate those operations.

Job Responsibilities:

Day to Day team Supervision

• Supervise service department office and field staff as needed
• Facilitate departure of service Field team in timely and efficient manner
• Continuously check/walk around company trucks to assist with inventory control and truck safety checks.
• Track service staff throughout the day using gps system
• Manage the schedule when team member callouts occur
• Manage dispatch assignments to appropriate technicians or weekly technician efficientlyo Ensure dispatches are managed efficientlyo Ensure teams are assisting others when needed as it makes for company productivity and efficiency
• Debrief with service techs at end of day
• Verify follow-up and return work is scheduledHiring/Firing/Promotions
• Identifying and hiring or promoting the appropriate person to fill a job vacancy
• Interviewing potential candidates for a job vacancy
• Perform background checks and follow hiring processes adhering to company guidelines
• Identifying personnel that are not meeting job performance expectations and terminating their positions
• Manage team spiffs, incentives and goalsTraining & continuous mentoring
• Training, mentor, coach and supervise team to improve employee performance and productivity
• Coaching- continuously work with employees to encourage personal and professional growth (Sales, communication, consistency, field process and technical skills)
• Create, Facilitate and implement training programs and calendars
• Field coaching, mentor, teaching as needed for continuous company growth and team growth
• Set expectations for technicians and Jr.

Technicianso Mentor and teach—How to identify problems, How to fix/repair, How to identify other areas of concerns, How to identify safety issues, when to red tag equipment/suspend use of equipment, teach troubleshooting techniques and all equipment installations, teach proper use of field equipmento How to best communicate with customers and exceed customer expectations and satisfactiono Teach technicians and tech assistant how to use, care, maintain and fix company provided equipment (i.e. blowers, trash pumps, test kits, battery, power vac, drills)

• Safety trainingo Truck safetyo Chemical handlingo Equipment and tool safetyPerformance reviews
• Provide bi-annual formal appraisal of job performance that also identifies areas that may need improvement and areas of personal professional growth development
• Create and constantly modify performance expectations of team members as it relates to their responsibilities and their growth.
• Perform follow-up reviews to monitor achievement towards personal and professional goals
• Provide both reinforcing and corrective feedback to employees regarding their performances on a regular basisMonitoring/improving productivity
• Supervise and direct employees to maximize productivity
• Create and Implement systems to improve or maintain productivity goals
• Manage teams' consistencies and lack of as they pertain to productivity and sales goals
• Ensure techs have the right tools to do their work efficiently and professionallyTechnical resource/troubleshooting
• Act as a resource to department and company personnel regarding technical questions
• Perform advance troubleshooting when necessaryQuality assurance
• Supervise department personnel to ensure that customer and company expectations are being met (Follow up with tech and customer)
• Schedule and non-scheduled ride along with technicianso Assists teams when and as neededo Advising teams on field proficiency and efficiencyo Check on quality controlo Meet with customers when and as needed to ensure teams are adhering to company policies and expectations
• Communicate and mentor customers as needed
• Create and Implement systems to verify field performanceCustomer service representative/complaint handling
• Resolve customer concerns, confusions and complaints (C-3 issues) in a timely and responsive manner
• Act as a resource to consumers for technical information
• Ensure customer phone calls and emails are being responded to in timely fashion
• Create and execute on a customer follow-up system as needed (stay in communication with customers on progress of project, sales/lead follow-up, etc.)
• Ensure technicians communicate/ follow-up with customers when requests have been made
• Ensure customer leads and quotes are written and emailed in a timely fashionResource management
• Work with Service Writer/scheduler to utilize personnel as appropriate
• Track and Keep equipment in proper working condition
• Purchase equipment, electrical, other supplies when necessary
• Monitor special orders for service department
• Assist with the day-to-day inventory for the service team (transfers and process)
• Be involved in truck and facility wide inventory and Seasonal truck stocks
• Update and maintain seasonal min/max truck levelsMaintain communication within and between department(s)
• Keep department personnel up to date on company-wide and department-wide expectations, promotions, policy changes, procedures and other relevant information
• Brief other departments on relevant information regarding service department
• Gather information from other departments to facilitate achievement of company-wide and department-wide goalsProvide assistance to other departmentsAdministrative
• Monitor teams leave & approve leave requests
• Approve/give input on commission and bonus amounts
• Deal with and hold accountable teams' inappropriate behavior issues
• Supervise/maintain workbench, service shelves and defective area.

Should be clean and orderly.

Fleet Maintenance - Service Department

• Arrange for routine and special maintenance
• Maintain documentation for vehicle service and repairVision/Mission implementation
• Implement programs and procedures that will facilitate the achievement of the company-wide Vision and Mission.

Skills/Education Required:

• Computer skills:o Basic computer skills and ability to learn to use new softwareo Working knowledge of Microsoft Word and Excel required.
• Ability (to learn) to drive a forklift
• Excellent writt.

.. Visit the Employer site for more details