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Service Operations Manager

2 months ago


Newark, New Jersey, United States Haddad Plumbing & Heating Full time
Job Overview

The Service Operations Manager plays a crucial role in overseeing the daily sales, budget management, operational efficiency, and customer service quality of the technician team at Haddad Plumbing & Heating.


Key Responsibilities:
  • Meet and exceed sales and profitability targets for the service department.
  • Address operational, employee, and customer concerns in a timely and effective manner.
  • Ensure accurate and prompt processing of all invoices.
  • Establish and manage service inventory strategies, pricing, and levels to align with company objectives for vehicles and storage facilities.
  • Adapt to seasonal demands by promoting and scheduling regular maintenance services.
  • Design, implement, and oversee the service technician commission structure.
  • Conduct regular field visits to ensure compliance with operational procedures and enhance customer satisfaction.
  • Mentor and guide team members, offering essential training and resources for optimal performance and a supportive work atmosphere.
  • Organize both tactical and technical training sessions for technician and staff development.
  • Adjust workforce allocation daily based on customer needs and the approved operational schedule.
  • Handle customer feedback and satisfaction concerns with urgency.
  • Inspect service vehicles and enforce compliance with company dress standards.
  • Gather information from job sites to assist in proposal development according to company protocols.
  • Perform additional duties as directed by senior management.

Qualifications:
  • Bachelor's degree or a high school diploma with over 10 years of relevant experience.
  • Minimum of 5 years in the HVAC/Plumbing sector.
  • At least 3 years in a managerial role.
  • Proficient in Microsoft Office Suite.
  • Excellent verbal and written communication abilities.
  • Valid driver's license with a clean driving history.

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