Service Operations Manager

4 days ago

Middletown, Delaware, United States Kennedy Services Full time
Job Overview

Kennedy Services is seeking a highly skilled and experienced Service Manager to lead our Service Department. As a key member of our team, you will be responsible for managing the day-to-day operations of the Service Department, ensuring that both internal and external customers receive a high level of customer service.

Key Responsibilities
  • Team Leadership: Ensure that all service personnel are working together as a cohesive team, adhering to company policies and procedures, and are accountable for their individual actions and functional areas of responsibility.
  • Manpower Planning: Evaluate manpower needs of the Service Department and make recommendations to the Regional Service Manager to ensure staffing resources are in alignment with business needs and market conditions.
  • Service Delivery: Direct and monitor service department members to ensure work in process is being managed in accordance with company guidelines and customers are being invoiced in a timely manner.
  • Quote Management: Provide service repair quotes to external customers, CSA's, and the sales department as needed.
  • Customer Communication: Review newly acquired service jobs with the CSA to ensure there's an agreement on work to be performed and correct customer billing.
  • Financial Management: Provide input to the Regional Service Manager on the formulation of the annual service department operating budget and perform monthly financial statement reviews to identify opportunities to improve performance and profitability.
  • Performance Management: Complete the monthly service scorecard and review performance with the Regional Service Manager, conduct performance reviews with direct reports, and assist managers with indirect employee reviews.
  • Training and Development: Develop an annual training plan for department members to improve their skills and abilities, compliance with OEM requirements, and provide recommendations to the Regional Service Manager.
  • Recruitment and Hiring: Lead the recruiting and hiring process for operational support staff and service technicians.
  • Contingency Planning: Ensure that the department has a contingency plan in place to ensure key roles and responsibilities are covered when staff members are out of the office for planned or un-scheduled events.
  • Safety and Compliance: Ensure service department compliance with OSHA, MSHA, industry, or company safety regulations and policies.
About Kennedy Services

Kennedy Services is one of Maryland's oldest independent, woman-owned staffing services. Founded in 1978, we are committed to our original mission to empower clients, talent, and community through our service. Our people are the greatest contributor to our success, and we attribute our growth to the quality and dedication of our employees.

We serve employers in both the public and private sectors by sourcing and placing talent that facilitates their growth. As a woman-owned minority business, we are certified as a Minority Business Enterprise with the States of Maryland and Virginia, and the City of Baltimore. This status provides increased government contracting opportunities for our client partners, making us an ideal teaming partner for any company bidding government jobs requiring minority participation.

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