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Service Delivery Manager

2 months ago

Elizabethtown, Pennsylvania, United States Home Climates Inc Full time
Job Summary

We are seeking a highly skilled and experienced Service Manager to join our team at Home Climates Inc. As a key member of our operations team, you will be responsible for overseeing the delivery of exceptional service to our customers.

Key Responsibilities
  • Monitor and implement Home Climates' processes and procedures to ensure seamless service delivery.
  • Provide technical support to field staff and act as a conduit for sourcing additional information and resources to resolve technical issues.
  • Conduct weekly evaluations and reviews of production and support staff, providing feedback on individual and team performance.
  • Provide coaching and training to staff on best practices for using Home Climates' resources and selling systems to meet customer needs.
  • Run weekly training meetings to cover sales practices, KPI reviews, performance acknowledgments, new products, objection handling, sales contests, safety concerns, and product issues.
  • Motivate and encourage staff throughout Home Climates, promoting a culture of excellence and customer satisfaction.
  • Correct, modify, create, or eliminate processes and procedures that fail to add value to Home Climates' services or business results.
Requirements
  • Customer service orientation, both internal and external.
  • Understanding and proper use of the pricing system in making recommendations.
  • Determine customer satisfaction through follow-ups on all installation and service sold.
  • Good working knowledge of Home Climates' products and services, requiring additional study and training as needed.
  • Knowledge of various municipalities' plan requirements, permit requirements, and submittal processes.
  • Continuously improve knowledge of construction in general and how Home Climates operates to benefit the customer.
  • Communicate effectively with field installation supervisors, establishing goals, KPIs, and objectives for the business, service technicians, plumbers, and CSRs.
  • Measure and report on goals, KPIs, and objectives, providing corrective action, feedback, accountability, and making termination decisions as needed.
  • Provide weekly status updates to the owner and regularly review and monitor progress against goals, seeking assistance as needed.
  • Communicate effectively with associates, superiors, vendors, and customers, asking for customer referrals and web recommendations.
  • Possess superior interpersonal skills, including the ability to read and interpret blueprints and technical drawings and specifications.
  • Able to accurately list and order materials and supplies, working under time and budgetary constraints and pressures.
  • Efficiently manage time and schedules, being computer literate and familiar with the use of smartphones, text messaging, and email.
  • Capable of understanding client needs and favorably influencing their decision, constantly learning through training from suppliers, trade shows, seminars, independent study, and other employees.
  • Clean, neat, professional appearance, working and driving safely, and being able to recognize and avoid dangerous situations.
  • Adaptable to changing work schedules as the business dictates, participating in the on-call rotation for emergency, after-hours, weekend, and holiday service requests.