Service Operations Manager

3 weeks ago


Cleveland, Ohio, United States The Brewer-Garrett Company Full time
Job Summary

This position is responsible for managing the service operations organization, maintaining client relationships, and ensuring the redemption of service gross profit objectives. The Service Manager will work with clients to maintain their HVAC and electrical systems as contractually obligated and will manage a team of technicians to provide services profitably and efficiently.

Key Responsibilities
  • Manage client relationships and expectations to ensure owner satisfaction and redemption of planned gross profit.
  • Delegate and organize work of technicians based on client contracts and expectations.
  • Direct and monitor technicians in providing materials, directions, tools, and logistical support to maximize billable hours.
  • Conduct job site visits to inspect equipment and equipment rooms, evaluate job performance, and provide direction on areas of improvement.
  • Interact with owners and client representatives to develop and maintain productive, long-term relationships.
  • Effectively lead assigned technicians, providing direction, training, and support needed to complete jobs.
  • Support the sales team in their efforts to develop new or additional contracts with customers.
  • Redeem, evaluate, or change expenses relative to individual client contracts.
  • Make recommendations to the Operations Manager on all matters affecting service operations.
  • Forecast workforce, manpower, organizational changes, vehicle requirements, and actual gross profit levels.
  • Secure customer renewal agreements with price escalations and renew at least 92% of assigned existing contract base each year.
Requirements

The ideal candidate will have experience in service operations management, HVAC and electrical systems maintenance, and team leadership. They will be able to manage multiple client relationships, delegate tasks effectively, and provide direction and training to technicians. Strong communication and problem-solving skills are essential for this role.


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