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.
Join Our Team - Find Your Future! $72,000.00 to $108,000.00 Annually Depending on
Experience Position Summary:
The Service Manager II oversees a large service department with an Administrative Service Manager and two or more Field Service Manager as direct reports. This Manager builds a strong sales culture and oversees service department dispatching, inventory, billing, payroll, and productivity to ensure an elevated level of customer satisfaction and an efficient, profitable department. Supervise installation and repair of heating equipment to assure a high level of service.
Essential Functions:
Oversees all service department operations and is responsible for the overall performance and management of the department by providing quality service and retaining a skilled, productive workforce. Develops technicians through in-house training programs, cross-training, or participation in outside training programs. The Service Manager II conducts work inspections and provides technical guidance as needed. Conducts or oversees the monthly department safety meeting. Achieve the budgeted level of billable hours and profitability per technician. Keeps abreast of innovative technology and codes relating to various petroleum related equipment. Coordinates the efficient and timely dispatching of technicians with the dispatch supervisor or dispatch personnel. Analyzes service department productivity reports to improve efficiency and maximize technician billable hours. Resolves customer concerns relating to the service or installation of parts and equipment Communicates and negotiates with suppliers to maintain appropriate inventory levels Sets a high standard of corporate image through customer relations, quality work, clean vehicles, neat appearance, and safe driving and work habits. Gains an understanding of company policies and local, state, and federal rules, regulations, and codes pertaining to the safe installation and service of petroleum equipment. Coordinates the maintenance of service department vehicles with drivers and mechanic or outside repair garage. Evaluates performance and provides performance feedback utilizing the Performance Scorecard. Highly Competitive Compensation and Industry Leading Benefits - Paid weekly! Health Insurance - Premiums as low as $6.41 for full time employees! Dental insurance and Vision Insurance Company Provided Life insurance, Short-term and Long-Term disability 401(k) plan with company match Paid time off and paid holidays Tuition assistance for employees and scholarships available for employees' children Discounts on our products and services Opportunities for growth throughout our footprint.
Other Tasks:
Performs other work-related duties as assigned.
Education:
A high school education or equivalent is required.
Experience:
A minimum of 5 years supervisory experience is required. Experience leading salaried managers is highly preferred. A knowledge of petroleum products, equipment and service is required.
Certification and Testing:
The Service Manager II will typically have appropriate oil burner and /or propane licenses.
Equipment Used:
This position utilizes both office equipment and all equipment used in the installation and repair of petroleum related equipment.
Decisions Made:
The Service Manager II makes all day-to-day operational decisions. They deal with customer service issues, make complex decisions and partner with the General Manger to assure the business runs effectively.
Contacts:
The Service Manager II frequently deals with customers, other employees (technicians, dispatchers), other department heads, and sales (if applicable).
Safety Considerations:
The Service Manager II oversees the safe use of company service vehicles and all aspects of service technician safety including appropriate personal protective equipment, proper lifting of heavy parts and equipment, hazardous materials handling, and general safety awareness. The Service Manager sets the standard for safety awareness in the department. The Service Manager also seeks to minimize liability claims relating to installation and service work. It is an expectation that an incident investigation is completed on all injuries, accidents, and claims.
Other Attributes Required:
Excellent communication and listening skills Planning and scheduling skills Desire to lead (assertiveness) and leadership skills Accuracy, organization, and attention to detail Analytical skills
Work Environment:
Work is performed both inside an office where temperatures are controlled, outside in all weather conditions, and inside customer residences
Physical Requirements Analysis:
The position requires frequent sitting with occasional standing and walking sites there is frequent use of the arms, hands, fingers to manipulate tools.
Weight or Force Moved:
The Service Manager II periodically assists others in moving very heavy objects weighing more than one hundred pounds. Licenses & Certifications Preferred DL Drivers License Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
