Commercial Service Operations Manager

3 days ago

Wilmington, Massachusetts, United States Kelvin Group Full time
Job Title: Commercial Service Manager

At Kelvin Group, we are seeking a highly skilled and experienced Commercial Service Manager to oversee the daily operations of our Commercial Service team. This is a key leadership role that requires strong communication, organizational, and problem-solving skills.

Key Responsibilities:
  • Recruit, hire, and train Service Technicians to ensure the team has the necessary skills and expertise to deliver exceptional service to our customers.
  • Lead, develop, and manage a team of Service Technicians, Supervisors, and Dispatchers to ensure efficient and effective service delivery.
  • Develop and implement service processes and procedures that promote efficient and optimized service operations.
  • Assist in developing performance standards and expectations for Service Technicians, as well as apprentices, and hold them accountable for performance.
  • Enforce company safety directives for the Service Team and maintain real-time lines of communication with the Kelvin Group EH&S Department.
  • Work with Service Sales personnel to develop proposals for projects and PM agreements.
  • Track and facilitate customer relations, including overseeing customer service activities with the Service Coordinator and developing processes that create an excellent customer service experience.
  • Review all billing and warranty claims, including interacting with other managers about their warranty, service, start-up repair, and installation needs.
  • Review service tickets, work orders, and time tickets for payroll and billing.
  • Oversee software and technology use for service and customer-contact service-dispatch coordination.
  • Identify, organize, and coordinate all Services workload, including scheduling and prioritizing of manpower and materials as required to meet committed completion schedules and profitability of work performed, based on the capabilities of available technicians, the known or expected complexity of the perceived work, and the planned and/or promised completion time/date.
  • Prepare estimates for equipment, materials, projects, and services and develop proposals for presentation to customers, based on preliminary site review and analysis of project with a customer, often involving cost-effectiveness or return on investment calculations. Analyze blueprints, specifications, proposals, and other documentation to prepare time, cost, and labor estimates for products, projects, and/or services.
  • Follow-up on all leads from Field Personnel and Service Technicians, in addition to those distributed to the Commercial Team from Project Managers within the company.
  • Maintain and promote the Kelvin Way, Values, and Behaviors.
Requirements:
  • 10 years of experience in the service industry.
  • Bachelor's degree or related years of experience preferred.
  • Experience working in a union environment.
  • Experience managing a team of dispatchers.
  • Software experience necessary: Microsoft Suite, Field Connect, Service Channel, Verisae.
  • Strong written and verbal communication skills.
  • Understand the nuances of working in a union environment.
  • Ability to manage shifting priorities.
  • Ability to use analyze data to drive business decisions.
  • Use KPIs to measure performance and accountability.
Benefits:
  • Eligible for healthcare benefits on Day 1 of employment: medical, dental, vision, and prescription drug coverage, health reimbursement arrangement (shared cost deductible), flexible spending account (FSA), dependent care spending account (DCSA), health savings account, company-paid life insurance, supplemental employee, spouse, and dependent life, accident and hospital indemnity, company-paid short and long-term disability insurance, pet insurance.
  • Employer-matched 401(k) saving plan with Roth option.
  • Weekly paycheck.
  • Generous paid holiday schedule (11 days per year).
  • Paid time off (vacation + sick time).
  • Learning and Development programs.
  • Employee Referral Bonus Program.
  • Tuition Reimbursement.

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