Commercial Service Manager

2 days ago

Lincoln, United States Gem Plumbing & Heating Full time

GEM Plumbing & Heating is a growing company that has been recognized for setting the standard for excellence in on-time, high-quality, and friendly customer service. Here at GEM, we provide career opportunities to master your craft, earn competitive wages, and make a real difference in the lives of our customers and our community.

Position Overview

As the Commercial Service Manager, you will be responsible for overall operations, growth and recruitment and retention of (Residential/Commercial/Construction) departments, including installation and on demand. This candidate will travel within the RI and MA area, and will report to our Lincoln, RI location.

Essential Job Functions

  • Ensuring calls and technician capacity is maximized each day for all your department
  • Lead our team of talented field staff and play an integral role in their training and development
  • Access and resolve all customer service issues, including but not limited to: escalation, receivables, refunds, resolution
    • G/L claims
    • Poor reviews
    • Workmanship/satisfaction errors
  • Show technicians how to establish customer rapport to sell the right products and services.
  • Manage staff and exceed customer expectations by accomplishing the highest quality service calls, every time.
  • Work in tandem with the warehouse to ensure proper credit is received as well as material allowances
  • Review and approve any non-productive time
  • Set and monitor goals for overall team growth and profitability
  • Conduct morning stand up meetings in efficient and productive manner
  • You will hold your team accountable for exceeding revenue goals and integrate sales strategies across other departments
  • Integrate sales strategies across other departments to drive profitable results.
  • Make sure incentive programs are equitable
  • Ensure alignment across all departments for promotion of leads for all operational equipment
    • Trucks
    • Cell phone/iPads
  • Maintain optimum staffing levels through labor forecasting, planning and recruiting
  • Monitor performance of field technicians and advise them on how to improve
  • Serve as a technical back-up for field technicians when necessary
  • Communicate clear performance expectations and conduct performance reviews for direct reports

Required Skills and Experience

  • Bachelor's degree in Business Administration or equivalent experience required.
  • Minimum 5 years of experience in the trade
  • Extensive technical skills within the trade
  • Understanding of operational concepts including planning, scheduling and logistics
  • Demonstrated excellent written and verbal communication skills

Working Conditions

Environment

  • Office environment with occasional interruptions
  • Occasional travel to customer job sites
  • The noise level in the work environment is usually moderate
  • Evening and/or early morning, and/or weekend hours periodically
  • Ability to work remote with management approval

Physical Abilities

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

  • While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time, including long periods of sitting, keyboard entry, use of office equipment, use of computer monitor
  • Ability to speak concisely and effectively communicate
  • Be able to communicate using a computer and phone/smart device
  • Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust
  • May require physical effort and cardiac endurance while reaching with hands and arms, stooping, kneeling, crouching, standing, walking, balancing, bending, leaning, kneeling, walking, and climbing
  • Carrying supplies, up to 25 lbs.

Benefits

  • Competitive Compensation Plan
  • Medical, Dental, and Vision
  • 401K Plan with Company Match
  • Uncapped Paid Time Off
  • Holiday Pay
  • Long Term Disability
  • Company Paid Life Insurance
  • Flexible Spending Account
  • Great Company Culture
  • Continuous and extensive training and development

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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