Operations Support Manager

13 hours ago


Texas, United States Polk Mechanical Full time
Operations Support Manager

At Polk Mechanical, we are seeking a highly skilled Operations Support Manager to oversee and optimize our operational functions related to HVAC service delivery. This role involves managing support staff, coordinating service schedules, ensuring compliance with industry standards, and implementing processes to enhance operational efficiency and customer satisfaction.

Key Responsibilities:
  • Customer Care:
    • Develop, implement, and monitor standard operating procedures (SOPs) to ensure seamless customer interactions.
    • Identify areas for improvement and implement changes to enhance service delivery efficiency.
    • Take on dispatch duties and serve as a backup in times of need to ensure uninterrupted service.
  • Billing:
    • Oversee daily billing operations to ensure accuracy and efficiency.
    • Develop and implement billing procedures and policies to streamline processes.
    • Analyze current billing processes and identify areas for improvement.
    • Track and monitor key metrics, including lapse days, process time, billing accuracy, and DBO.
  • Quoted Projects / Contracts:
    • Build and train a quoted projects team to ensure efficient quote creation and delivery.
    • Oversee the creation and delivery of quotes and proposals to clients.
    • Continuously review and improve quoting processes to enhance efficiency and accuracy.
    • Maintain a contracts database and ensure compliance with USPS regulations.
    • Collaborate with the Sales Team to align processes, accountability, and deliverables.
  • Other:
    • Manage customer portal information, including safety stats, financials, and COI.
    • Provide weekly department metrics reporting and analysis.
    • Process AP invoices without PO numbers.
    • Assist with monthly accruals, including USPS and commissions.
    • Escalate and resolve issues with other operational areas to ensure service excellence.
    • Oversight and review of weekly hours worked.
    Ideal Candidate Profile:
    • Proven track record as a manager and leader of teams.
    • Business process experience and overall business knowledge, with a background in a business support environment.
    • Ability to design and understand processes, with a focus on implementing process improvements.
    • Strong communication skills and experience working in a high-paced service environment.
    • Self-starter with problem-solving skills, drive, and initiative.
    • Degreed in Business Administration or Finance.

Polk Mechanical is an Equal Opportunity Employer, committed to diversity and inclusion. We welcome applications from qualified candidates who share our values and are passionate about delivering exceptional service.



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