Service Manager

JOB SUMMARY:

The Service Manager is responsible for keeping abreast of technology developments and assisting with customer relations, product line enhancements and product service. Additionally, the Service Manager is responsible for tracking budget and margin targets to meet profitability goals and coordinating the key activities of the Service Department Team along with key administrative duties. The Service Manager is also responsible for adhering to the organization's Quality program.

ESSENTIAL JOB DUTIES:

• Responsible for planning for the immediate and long-term growth needs of the office including finding profitable market segments to pursue.
• In coordination with the General Manager, develop and maintain a district safety/quality plan and assist in developing and maintain safety KPI's and safety awards.
• Assist in the preparation of the annual budget and quarterly forecasts.
• Maximize sales and profit for location and individual product lines.
• Drive performance and continuous improvement to meet or exceed service KPI's.
• Organize sales and AR meetings for service department.
• Coordinate product lines and set short/long term objectives to drive department success and develop talent.
• Manage the Service Department field personnel to build first class service team.
• Manage and complete all open work orders within 30 days of creation.
• Complete all inspections on-time per the company KPI goals or better.
• Schedule all field activities and proper coordination with customers, using appropriate manpower planning tools. Assists when problems are encountered.
• Assist with the review of employee time sheets for accuracy. See that they are submitted on a timely basis to meet payroll deadline.
• Manage the Service/Inspection Sales department activities:
  1. Ensure adequate and capable resources to carry our sales activities at budgeted levels.
  2. Prepare or help to prepare estimates, as required.
  3. Review sales estimates before submitting to customer.
  4. Encourage communications between sales, design, and field personnel.
  5. Assist on customer calls and entertaining as appropriate.
• Manage and assist assigned operations managers with all assigned duties.
• Manage and assist Inspection Scheduler (or manager) to ensure the most effective and efficient schedule is being implemented.
• Manage and assist operation managers with labor plans and labor requirements.
• Ensure that Service Department personnel are responsive to customer and office requests and that sound processes are in place to respond to emergency calls 24 x 7 x 365.
• Coordinate all equipment needed for each job and specific need.
• Visit job sites as needed and maintain communication between customer and field teams.

• Track design and labor actual costs to estimated costs. Communicate effectively between design and field teams by maintaining WPR, open work order and kick off meetings.
• Communicate with internal and external customers in a professional manner.
• Review all field employees per company policy. In cases where disciplinary action is required (counseling, suspensions, and/or terminations) coordinate with the General Manager and/or Regional Vice President as well as counsel with Human Resources for the appropriate course of action, required documentation, and retention of data entered in personnel files.
• Ensure company-provided vehicles are clean and well maintained in accordance with company policies.
• Ensure that all tools are maintained in proper working order. If damaged, ensure that tools are labeled indicating their status. New tool purchases are to be coordinated with the District Manager.
• Ensure that employees complete bi-annual tool inventory checklist and report any lost or stolen tools.
• Ensure all field employees are trained in accordance with company policies and that all field employee licenses remain current.
• Understand and follow SFS's Safety program, SDS book, Hazardous communication program, policies, and procedures. Ensure all required safety training is scheduled and conducted in accordance with company policy. Ensure all field employees follow all site-specific safety policies.
• Other duties may be assigned.

QUALIFICATIONS

The qualifications listed below are representative of the elements required to perform the job successfully, however in some cases, an equivalent combination of Education, Training, Certifications and Experience may meet the job qualifications.

Education, Training, Certifications:

• High School Diploma or GED, required.
• NICET II or state specified certification, preferred.

Experience, Knowledge, Skill Requirements:

• 5+ years Fire Life Safety Industry experience.
• 3+ years of professional computer skills, ability to comprehend CAD drawings and blueprints.
• Construction industry, general management experience, required.
• Must have the ability to effectively read, write and communicate in English with employees, customers and board or directors.

Systems and Software Skills:

• Ability to operate a computer and use Microsoft Office required.
• Experience with Salesforce and ERP systems, preferred.

Other Qualifications:

• Valid driver's license with acceptable driving record required. Reliable transportation, required.
• Must be able to comply with SFS's Drug and Alcohol policy and Background screening requirements, which may also include customer specific requirements based on contractual agreement
• Frequent local travel. Travel and other locations will vary.

PHYSICAL & WORK ENVIRONMENT REQUIREMENTS

Reasonable accommodations may be made to enable individuals with disabilities to perform Essential Job Duties.

Physical Requirements:

While performing the duties of this job, the employee is required to sit and stand for long periods. Employee will occasionally be required to drive, bend, kneel, balance, lift <20lb, walk, stand, ascend/descend stairs, reach above and below shoulders, stoop, and twist.

Work Environment:

Employee will consistently be required to work indoors in an office or remote setting, work alone and with others. Employees will frequently be required to travel. Employee will occasionally be required to wear appropriate personal protective equipment, as required by company safety policies.

We are fully committed to equal opportunities for employment to all individuals regardless of race, national origin, gender, religion, sexual orientation, disability, familial status, and any other classification protected under the law. We are an Equal Opportunity, Affirmative Action employer.

While this job description is intended to be an accurate reflection of the position, management reserves the right to modify, add, or remove duties and to assign other duties as necessary.

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