Service Operations Manager
4 days ago
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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