Service Manager

2 days ago

Newark, New Jersey, United States Haddad Plumbing & Heating Full time
Job Summary

The Service Manager is a key leadership role responsible for overseeing the day-to-day operations of the company's technician team. This position requires a strong focus on customer satisfaction, sales growth, and operational efficiency.

Key Responsibilities
  • Sales and Revenue Growth: Achieve service department sales and profitability goals by developing and implementing effective sales strategies.
  • Operational Excellence: Respond promptly and efficiently to operational, employee, and customer issues, ensuring seamless service delivery.
  • Financial Management: Review and process all invoices accurately and timely, ensuring compliance with company policies and procedures.
  • Inventory Management: Develop and manage service inventory policies, levels, and pricing to meet company goals for vehicles and warehouses.
  • Seasonal Planning: Manage seasonal fluctuations by promoting and scheduling routine maintenance to ensure optimal service delivery.
  • Commission Plan Administration: Propose, maintain, and administer the service technician commission plan to motivate and reward team members.
  • Training and Development: Conduct periodic ride-alongs to ensure adherence to procedures and techniques, and provide coaching and training to team members to maximize customer service.
  • Team Leadership: Lead and coach team members, providing necessary training, knowledge, and information for peak performance, continuous improvement, and a positive work environment aligned with company objectives.
  • Employee Development: Coordinate tactical and technical training for technician and employee development, ensuring a skilled and motivated workforce.
  • Manpower Allocation: Adjust manpower allocation daily based on customer demand and the approved schedule, ensuring optimal resource utilization.
  • Customer Satisfaction: Address customer complaints and satisfaction issues promptly, ensuring high levels of customer satisfaction.
  • Quality Control: Inspect trucks and enforce dress code compliance to maintain a high level of professionalism and quality service delivery.
  • Business Development: Visit job sites to gather information for proposal preparation according to company guidelines, identifying new business opportunities and growth areas.
Requirements
  • Education: Bachelor's degree or a high school diploma with 10+ years of experience.
  • Industry Experience: 5+ years of experience in the HVAC/Plumbing industry.
  • Management Experience: 3+ years of management experience.
  • Technical Skills: Proficiency in Microsoft Office.
  • Communication Skills: Strong verbal and written communication skills.
  • Driver's License: Valid driver's license with a clean driving record (must provide current abstract).
Work Environment

This job operates in a combined, office and warehouse environment, the warehouse is not climate controlled. This role routinely demands heavy lifting and constant physical activities. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands
  • Work is performed while standing, sitting and/or walking
  • Requires the ability to communicate effectively using speech, vision and hearing
  • Requires the use of hands for simple grasping and fine manipulations.
  • Requires bending, squatting, crawling, climbing, reaching.
  • Requires the ability to lift, carry, push or pull medium weights, up to 50 pounds.
  • Requires activities involving being around moving machinery, exposure to marked changes in temperature and humidity and exposure to dust, fumes and gases.
Position Type and Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday 7: 00 am – 5:00 pm

Travel

Minimal travel is expected for this position.

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