Service Manager

Job Summary

The Opportunity Stanislaus Service Manager is responsible for overseeing the day-to-day operations of the Service Department. This role works closely with the Construction Department to meet and exceed customer needs and expectations.

Key Responsibilities

• Manage and oversee the Service Department in Oregon.
• Develop and strengthen technical and customer service skills of Service Technicians.
• Quote and sell service jobs and Service Agreements.
• Ensure consistency, standardization, and accuracy on work products provided by the Service Department.
• Work with the Director of Service to strategically grow the Oregon Service Division in revenue, profit margin, and services offered.
• Stay abreast of the latest industry compliance requirements and codes.
• Facilitate communication and planning with the Construction Department to ensure efficient, effective, and safe pump down and system commissionings.
• Verify that pump-down procedures are written and reviewed promptly.
• Ensure that Service Technicians have the appropriate tools, PPE, and information for the work being performed.
• Ensure that all service documentation required is delivered in a professional and timely manner.
• Identify and recruit new Service Technicians from Local 290, competitors, and other sources.
• Act as the liaison between the Service Department and other APCCO divisions, promoting a one-team mentality and vision.

Business Development

• Grow and expand the existing number of service customers. Suggest and sell additional work/services to existing customers to provide APCCO total care.
• Generate sales, estimates, and proposals from new and existing customers.
• Interface with customers and develop solutions to address their needs and requests.
• Ensure clients are satisfied with work quality and dealings with APCCO personnel.
• Develop partnerships with customers by setting and holding personnel accountable to keeping achievable commitment dates and understanding customers' product, requirements, and style of operating.
• Coach team members on how to develop and sustain customer partnerships, making customers' vision/mission/goals, ours as well.
• Coach and hold team members accountable for effective communication and interaction with internal and external customers.

Personnel Coaching

• Support strategic goals for all Service Department personnel that support APCCO's vision, mission, and goals.
• Build a team of well-qualified and trained professionals, help team members realize their potential, and understand prospective career paths within APCCO.
• Champion and direct continuous learning and improvement in all Service department-related functions by APCCO philosophy.
• Work with Human Resources and Safety to ensure compliance with company policy and safety standards.
• Promote an internal partnership/team with other APCCO departments and divisions, assisting in breaking down the invisible segregation barrier.
• Create a positive team atmosphere by modeling and promoting teamwork, diversity, cooperation, communication, professionalism, and respectful mannerisms among all APCCO team members, and hold team members accountable to do the same.
• Follow performance management guidelines to define performance and development objectives for assigned employees. Objectives should engage employees in supporting the APCCO Strategic Plan.
• Ensure that all personnel comply with APCCO practices and procedures and adhere to all regulatory standards.
• Ensure all assigned team members understand systematic problem-solving methods.

Managerial

• Create and maintain a professional environment while providing daily leadership.
• Maintain the budget and financial well-being of the department.
• Resolve conflicts.
• Field and address customer complaints.
• Collaborate with the Corporate Coordinating Manager to oversee billing and ensure it is completed in a timely and efficient manner.
• Responsible for tracking the training progress of each Service Technician to ensure that quarterly training goals are met.
• Oversight of the Apprenticeship Training program, responsible for the selection of candidates in partnership with HR and Director of Service. Ensure that continued progress is made, and the program's goals and objectives are met while keeping within budget.

Financial

• Financial ownership of the Service Office.
• Review and analyze Services Work Orders for efficiency and profitability.
• Use resources in the most effective manner.
• Abide by approved budgets.
• Cooperate with the finance/administration department to ensure that the flow of information required to maintain billing, payables, and collections at optimum levels is achieved.

Miscellaneous

• Maintain a healthy and thriving relationship with Local Union Hall 290.
• Verify and approve or dismiss warranty claims.
• Consider the importance of internal/external customer relationships when planning/conducting work.
• All decisions/actions should contribute to achieving the APCCO vision, mission, and goals.
• Some travel may be required for meeting with clients, stakeholders, or off-site personnel/management.
• Look for and suggest improvements to the processes and procedures at APCCO and cooperate with improvement plans that come from other areas/personnel.
• Be an influential contributor to a team that drives projects to successful financial and technical completion, with pride and mutual respect.
• By APCCO philosophy, the Service Manager is expected to champion and direct continuous learning and improvement in all functions.
• Perform all other duties as requested by the Director of Service.
• Lead with a growth mindset and quickly pivot as needed.
• Eliminate 'us vs. them' mentality while expediting a culture of collaboration across the company.

Competencies

1. Problem Solving & Analysis
2. Technical Capacity
3. Communication Proficiency
4. Ethical Conduct
5. Leadership/Financial Mgmt.
6. Relationship Mgmt.

Work Environment

This job operates in a professional office environment and is in an open room with constant activity and interaction with cross-functional divisions, departments, and sections. This role routinely uses standard office equipment, such as computers, phones, photocopies, filing cabinets, fax machines, and other equipment as needed. This job will also at times be at customers' locations, where the environment will be open, loud, and have various pieces of equipment and in use, along with the exposure to a variety of sights and smells, including a variety of processing chemicals.

Knowledge, Skills, and Abilities

• Excellent interpersonal skills (communication, listening, team player, cooperative, approachable).
• Ability to assist in maintaining a positive team environment by maintaining a positive attitude toward all APCCO team members, vendors, and customers.
• Ability to multitask, manage stress, and perform acceptably under pressure.
• Above-average courtesy, patience, and professionalism.
• Ability to participate effectively in a team atmosphere by modeling and promoting conflict resolution, diversity, ethical practices, and organizational citizenship.
• Ability to read manuals, price sheets, technical descriptions, specifications that are printed in English. Able to create documents using correct spelling, punctuation, grammar, and format.
• Become fluent in Vista and all other APCCO computer programs and applications as needed.
• Excellent organizational skills.
• Flexibility to accommodate customer's wishes and budgets when developing solutions for their needs.
• Drives continuous improvement.
• Sets/meets goals that support APCCO strategic plan.
• Ability to effectively change tasks at a moment's notice when the situation requires.
• Ability to maintain a problem-solving mindset; to anticipate problems and to develop constructive and balanced solutions.
• Ability to operate general office equipment (Computer, printer, fax, copier, mailing center, etc.).

Travel

Travel is expected for this position, based on the duties to service the needs of the customer(s).

Required Education & Experience

• Bachelor's Degree in business, engineering, or a related field or equivalent work experience may be substituted.
• 10 years of extensive work experience in the ammonia refrigeration industry.
• 5+ years of previous management experience for a contractor or industrial facility.
• All APCCO employees who drive company-owned vehicles or drive their own vehicle for company purposes:
  • Must read, understand, and follow the requirements of the APCCO Motor Vehicle Policy and Vehicle Maintenance Policy.
  • Maintain a valid driver's license.
  • Provide a clear DMV record that is insurable with our company vehicle insurance carrier, including no accidents, incidents, or DUI in the past 5 years (and updated annually).
  • Participate in company-sponsored programs to maintain or improve driver safety.

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