Service Operations Manager

4 days ago


Ludlow, Vermont, United States Master Plumbing and Heating Full time

Job Description

At Master Plumbing & Heating, we are seeking a highly skilled Service Manager to oversee the daily operations of our service department. This role requires a natural leader who is highly organized, customer-focused, and passionate about mentoring and developing their team.

Key Responsibilities:

  • Manage the daily operations of the service department, including scheduling, dispatching, and supervising service technicians.
  • Ensure that all service calls are handled promptly, professionally, and in accordance with company standards.
  • Monitor and manage service department performance metrics, including response times, completion rates, and customer satisfaction.
  • Develop and implement processes to improve service efficiency, quality, and customer experience.
  • Train, mentor, and support service technicians, ensuring they have the tools and knowledge to perform their duties effectively.
  • Resolve escalated customer issues, ensuring timely and satisfactory resolution.
  • Collaborate with other departments to ensure seamless service delivery and coordination on projects.
  • Maintain accurate records of service activities, technician performance, and customer interactions.
  • Stay up-to-date with industry trends, new technologies, and regulatory changes that impact the service department.
  • Assist in budgeting, forecasting, and managing service department expenses.

Requirements:

  • High School Diploma or GED.
  • Proven experience as a Service Manager, with at least 5 years in a leadership role within the plumbing, HVAC, or related industry.
  • Strong understanding of plumbing and HVAC systems, service operations, and customer service best practices.
  • Excellent leadership and team management skills.
  • Strong problem-solving abilities and the capacity to handle challenging situations with professionalism.
  • Effective communication skills, both verbal and written.
  • Proficiency in using service management software & Microsoft Office.
  • Valid driver's license and clean driving record.

About Us:

Master Plumbing & Heating is a plumbing and HVAC company composed of a team of skilled technicians that serve as long tenured experts in our craft for a variety of customers in the Okemo Valley region.

We primarily service customers within a 15-mile radius of Ludlow, Vermont, and have a well-documented track record of integrity, service, and excellence since 1988.



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