A Customer Service Manager manages staff that provide customer service for a company. Assists staff as needed, or deals directly with customers. Implements policies with regard to company products or services. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
Director of Operations-Arch Energy Supervisory Duties:
Yes Salary Range:
$125,000 - $160,000 Arch Energy is seeking a highly qualified and motivated Service and Small Project Manager to join our Building Intelligence Group. This individual will play a key role in delivering exceptional service for our building automation systems and small projects (under $300K), while driving customer satisfaction and ongoing growth across Arch Energy's operations. This position requires a combination of technical expertise, leadership, and customer-facing communication skills. The ideal candidate will support both our field service team and construction group, fostering operational excellence and cultivating long-term client relationships.
Responsibilities / Essential
Functions Manage and coordinate customer service work (remote and on-site) for building automation systems. Lead execution and site support for small building intelligence and EV infrastructure projects (under $300K), pending internal resource availability. Oversee project financial forecasting, labor tracking, and scheduling for current and pipeline projects. Support subcontractor installation efforts and ensure compliance with project scope and manufacturer specifications. Conduct project reviews, participate in meetings, and maintain communication with stakeholders. Review and approve service and small project subcontracts and related documentation. Respond to warranty and service calls and manage associated follow-up. Identify departmental needs and contribute to hiring processes, including interviews for service and construction roles. Communicate resource needs, project schedules, labor forecasting, and roadblocks to management. Provide training, mentorship, and support across service and construction departments. Collaborate closely with the business development team during bidding phases, offering technical support and best practices. Drive continuous improvement in customer satisfaction and internal team performance. Provide system design assistance, installation requirements, and on-site troubleshooting. Load and commission complex system programming and low-level device integration. Diagnose issues from system-level controllers to end devices (e.g., sensors, actuators). Perform calibration and testing with electronic test equipment. Interpret and review engineering submittals and verify wiring requirements. Install, configure, and demonstrate site-specific servers and IT systems. Support warranty and system validation in collaboration with the pre-purchase team. Provide technical assistance to the Building Intelligence team and client operators. Participate in site-specific owner/operator training as required. Assist in reviewing service opportunities tied to solar installation projects. Complete administrative tasks such as timesheets, expenses, service tickets, and site documentation. Maintain high standards for safety and ensure all safety protocols are followed. Must be able to climb ladders and access equipment in field environments. Key Skills Strong leadership and team-building abilities. Excellent written and verbal communication skills. Strong time management and multitasking capabilities. High level of initiative and ability to work independently. Ability to build and maintain effective internal and external relationships. Strong computer skills and comfort with technical systems. Sound judgment and problem-solving under pressure. Commitment to employee and subcontractor safety. Ability to prioritize competing tasks and manage multiple projects simultaneously. Required Experience Associate degree or higher in Electronics, HVAC, Computer Science, or a related technical field. 7-9 years of hands-on experience with building automation systems; Niagara systems preferred. Proficient in at least two of the following: Johnson Controls, ALC, Siemens, Distech. Solid technical understanding of HVAC and building automation systems. Experience in financial forecasting and labor planning for service and small project delivery.
