Field Services Director

2 weeks ago

Denver, Colorado, United States RK Full time

Job Summary

RK is seeking a highly skilled and experienced Dispatch Operations Manager to join our team. As a key member of our operations team, you will be responsible for coordinating and managing the day-to-day activities of our field services department.

Key Responsibilities

  • Coordinate and schedule service, maintenance, and warranty work, taking into consideration the expected complexity of the work versus the experience and capabilities of the technician.
  • Assist the Field Services Manager/Director and Superintendents in the planning, organization, motivation, and coordination of the department's resources and objectives.
  • Assist in answering heavy phone volume for both internal and external customers.
  • Strive for first call resolution, assist in the resolution of customer complaints in a timely, efficient, and cost-effective manner, and know when to reach out to management for assistance.
  • Guide field staff in properly completing specialized forms required and assist in getting the paperwork to the necessary departments.
  • Daily coordination with the Superintendents and technicians.
  • Takes responsibility for seeing the job is completed satisfactorily by following up on callbacks and completion of jobs.
  • Initiates actions to verify or respond to changes in appointment times, including contracting customers to verify scheduled appointments, notifying customers when technicians will be late, rescheduling missed appointments, and placing follow-up calls.
  • Accurately captures customer information and verifies documentation.
  • Checks in regularly with customers via phone or email to stay on track, avoid problems, and ensure the customer is pleased.
  • Makes appropriate judgments to remedy problems and ensure service recovery.
  • Actively listens to customers, sets clear mutual expectations, empathizes as necessary, and is friendly and professional.
  • Works with Field Supervisors to prioritize open calls and then dispatches in a timely manner.

Requirements

  • Comply with all company policies and procedures.
  • Prompt, punctual, and regular attendance during core business hours, in an office environment (not a telecommuting position), currently located in the Central Park area of Denver, including a reliable means of transportation to and from work. Ability to occasionally travel between corporate offices and job sites within the Denver Metro Area, during work hours.
  • All employees are accountable for safety and health and are empowered to stop work if an unsafe condition is present. Employees should immediately notify their supervisor so that the hazard may be corrected.

Benefits

  • Comprehensive medical plans with HSA and FSA options for you and your family.
  • Generous 401(k) plan with immediate company match – 100% vested.
  • Dental and vision insurance for your well-being.
  • Short-term and long-term disability plans available after one year.
  • Company-provided life insurance and AD&D with options for supplemental buy-ups.
  • Enjoy paid time off and holidays.
  • Get paid weekly for your convenience.

Professional Development

  • Elevate your skills with career development training at RK University.
  • Unlock discounts on essential products and services like phones, internet, and work apparel.
  • Participate in fun company and team-building events.
  • Make a difference with volunteering opportunities.

Safety is Our Top Priority

  • Comply with all company policies and procedures.
  • All employees are accountable for safety and health and are empowered to stop work if an unsafe condition is present. Employees should immediately notify their supervisor so that the hazard may be corrected.
  • RK Mechanical employees and subcontractors are required to implement and maintain all safety and health systems practices, including the training requirements of RK Mechanical Orientation, shop-specific orientation, CPR/First Aid/AED/Bloodborne Pathogens, Hazard Identification and Reporting, and OSHA 10.

Physical Requirements

  • While performing the duties of this job, the employee is regularly required to: stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and a variety of office equipment.
  • Occasionally may need to reach, stoop, or kneel.
  • Specific vision abilities required by this job include close vision requirements due to computer work.

Why RK is a Great Place to Work

At RK, we take immense pride in our diverse business units, each specializing in delivering exceptional projects, products, and services to our customers. What sets us apart is our unique ability to integrate these services, providing comprehensive solutions and offering our employees ample opportunities for growth and learning across different businesses.

  • RK Mechanical: commercial and industrial plumbing, mechanical, process, and HVAC contracting.
  • RK Steel: custom fabrication and manufacturing of structural steel and miscellaneous metals for various industries.
  • RK Electrical: commercial and industrial electrical contracting and service.
  • RK Water: groundwater dewatering and remediation, facilities water treatment, and custom fabrication.
  • RK Service: commercial and industrial building and maintenance services.
  • RK Energy: custom fabrication for various industries requiring ASME and modular skidded solutions.
  • RK Mission Critical: design and manufacturing for off-site constructed modular solutions.

Awards and Recognition

Our commitment to excellence has been recognized with numerous awards for our outstanding performance and contributions, including high rankings in various categories from the Denver Business Journal and ABC's Top Performers by Market, illustrating our broad expertise. We've been consistently recognized as a top private company and a leading employer by ColoradoBiz Magazine, and we're proud of our long-standing position as number one in the Top 50 Family-Owned Companies since 2011.

Accolades

  • ABC Step Awards.
  • ACCA Award Member.
  • AGC Safety Utah.
  • American Heart Association Fit-Friendly Worksite Award.
  • Wellness Workdays and Harvard Medical School Best Wellness Employer Certification.
  • Colorado Workforce Development Council Excellence in Apprenticeship Award.
  • Business Experiential Learning Commission Colorado Apprentice Award.

Community Involvement

  • Denver Business Journal Corporate Philanthropy rankings.
  • Named among The Civic 50 Colorado as one of the most community-minded companies.

Business Unit Awards

  • Engineering News Record Top 20 Firms in Steel Erection.
  • ABC Excellence in Construction Awards.
  • AGC Awards for Construction Excellence.
  • Xcel Energy Top Trade Partner in Energy Efficiency.
  • USGBC LEED Program Member.
  • IECRM Annual Summit Awards.
  • MFG Magazine Colorado Manufacturing Awards.

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