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Branch Service Operations Manager

2 months ago

Cincinnati, Ohio, United States EMCOR Government Services Full time

About EMCOR Government Services:

EMCOR Government Services is a recognized leader in providing comprehensive mechanical, fire protection, and HVAC solutions, with a legacy of excellence spanning nearly a century.

Our organization prides itself on its financial stability, exceptional bonding capabilities, an award-winning safety program, and substantial purchasing power.

With numerous locations and a workforce exceeding 950 employees, including over 600 skilled tradespeople across various states, EMCOR Government Services is equipped to serve a diverse range of market sectors and facility types.

Position Overview: Service Manager

The Service Manager plays a pivotal role in managing all facets of the Branch Service Department, which encompasses service operations and small contract projects. This position reports directly to the Branch Manager and has a collaborative relationship with the Vice President of the Service & Inspection Division. The Service Manager is tasked with overseeing both office and field personnel, including Administrative Assistants, Sales Representatives, and Technicians. Ensuring customer satisfaction through quality work and timely service during equipment installation, repair, and maintenance is a key responsibility.

This role demands a proactive approach in a dynamic, multi-tasking environment, emphasizing management, sales, and customer service. Travel to various branch offices, job sites, and customer facilities is a requirement.

Key Responsibilities:

  • Implement programs aimed at achieving corporate goals related to revenue, sales, margins, and operating income.
  • Manage branch service operations in alignment with an approved financial plan, addressing operating expenses, accounts receivable, manpower, and inventory.
  • Identify, select, and cultivate new and existing customer accounts.
  • Establish and maintain effective communication channels with customers.
  • Ensure compliance with contractual obligations and engage in prompt resolution of customer issues.
  • Develop and execute a strategic growth plan efficiently.
  • Oversee timely completion of fieldwork within budget while meeting customer expectations.
  • Assign fair and manageable tasks to team members.
  • Set performance metrics and motivate employees to achieve and surpass objectives professionally and promptly.
  • Build and lead an effective team to deliver services and expand business opportunities, focusing on recruiting skilled individuals for open positions.
  • Identify training and development needs to enhance branch capabilities in meeting current and future business demands. Regularly assess team performance and implement necessary training programs.
  • Ensure compliance with corporate safety protocols and address safety hazards proactively.
  • Maintain strong communication with customers to ensure satisfaction with our services and products.
  • Provide service quotes and follow up on any service-related inquiries.
  • Expand service offerings by promoting commercial service products and solutions to both new and existing clients.
  • Collaborate with branch personnel to ensure seamless customer service from order to delivery.
  • Conduct customer satisfaction surveys as needed.
  • Develop and maintain relationships with vendors.
  • Obtain necessary licenses and certifications relevant to job functions.
  • Complete monthly calls and scheduling as directed by management.
  • Adhere to company processes and ensure timely and accurate completion of required documentation.
  • Continuously enhance sales skills and product knowledge to maintain a professional image in the field.
  • Interpret architectural and mechanical drawings to determine appropriate sprinkler placements for new and renovation projects.
  • Travel to customer and job sites as necessary.

Qualifications:

To excel in this role, candidates must meet the following qualifications:

  • High school diploma or GED is mandatory.
  • A minimum of 7 years of experience in fire sprinkler work is essential.
  • At least 5 years of experience in a management capacity is required.
  • Sales experience is advantageous.
  • Familiarity with NFPA 13 and 25 standards is necessary.
  • Understanding of industry best practices for service, inspections, and design is crucial.
  • A valid driver's license with a clean driving record is required.

Technical Skills:

  • Proficiency in Microsoft Office applications (Word, Excel) is required.

We offer a competitive salary and a comprehensive benefits package, seeking individuals with the skills and talent to contribute to our ongoing success. EMCOR Government Services is an Equal Opportunity Employer.

Notice to prospective employees: Be aware of fraudulent job postings and emails. EMCOR Government Services lists open positions on our official website. Verify any job postings to ensure authenticity.