Commercial Service Operations Manager

2 weeks ago

Wilmington, Delaware, United States Kelvin Group Full time
Job Title: Commercial Service Manager

The Commercial Service Manager is a key role within the Kelvin Group, responsible for overseeing the daily operations of a team of Commercial Service dispatchers and technicians. This position plays a crucial role in maintaining efficient communication, ensuring schedules are met, and driving customer satisfaction and financial results.

Key Responsibilities:
  • Recruit, hire, and train Service Technicians.
  • Lead, develop, and manage service technicians, supervisors, and dispatchers.
  • Develop service processes and procedures that promote efficient and optimized Service operations.
  • Assist in developing performance standards and expectations for service technicians and hold them accountable for performance.
  • Enforce processes and procedures to create a more efficient and profitable service business.
  • Oversee company safety directives for the Service Team and maintain real-time lines of communication with the Kelvin Group EH&S Department.
  • Work with Service Sales personnel to put together proposals for projects and PM agreements.
  • Track and facilitate customer relations, including overseeing customer service activities with the service coordinator and developing processes that create an excellent customer service experience.
  • Review all billing and warranty claims, including interacting with other managers about their warranty, service, start-up repair, and installation needs.
  • Review service tickets, work orders, and time tickets for payroll and billing.
  • Oversee software and technology use for service and customer-contact service-dispatch coordination.
  • Identify, organize, and coordinate all Services workload, including scheduling and prioritizing of manpower and materials as required to meet committed completion schedules and profitability of work performed.
  • Prepare estimates for equipment, materials, projects, and services and develop proposals for presentation to customers, based on preliminary site review and analysis of project with a customer, often involving cost-effectiveness or return on investment calculations.
  • Analyze blueprints, specifications, proposals, and other documentation to prepare time, cost, and labor estimates for products, projects, and/or services.
  • Follow-up on all leads from Field Personnel and Service Technicians, in addition to those distributed to the Commercial Team from Project Managers within the company.
  • Maintain and promote the Kelvin Way, Values, and Behaviors.
Requirements:
  • 10 years of experience in the service industry.
  • Bachelor's degree or related years of experience preferred.
  • Experience working in a union environment.
  • Experience managing a team of dispatchers.
Software Experience Necessary:
  • Microsoft Suite.
  • Field Connect.
  • Service Channel.
  • Verisae.
Benefits:
  • Eligible for healthcare benefits on Day 1 of employment.
  • Medical, dental, vision, and prescription drug coverage.
  • Health Reimbursement Arrangement (shared cost deductible).
  • Flexible Spending Account (FSA), Dependent Care Spending Account (DCSA).
  • Health Savings Account.
  • Company-paid life insurance; supplemental employee, spouse, & dependent life.
  • Accident & Hospital Indemnity.
  • Company-paid short & long-term disability insurance.
  • Pet insurance.
  • Employer-matched 401(k) saving plan with Roth option.
  • Weekly paycheck.
  • Generous paid holiday schedule (11 days per year).
  • Paid time off (vacation + sick time).
  • Learning & Development programs.
  • Employee Referral Bonus Program.
  • Tuition Reimbursement.

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