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Service Operations Manager

2 months ago

Rye, New York, United States Atlantic Fuels Full time
Position Overview

The Service Manager plays a pivotal role in orchestrating the strategic development and operational excellence of the service department at Atlantic Fuels.

This position entails overseeing service personnel, guaranteeing exceptional service quality, managing departmental workflows, and ensuring customer satisfaction through effective service delivery.

Core Responsibilities:

  • Strategically plan and oversee the growth and performance of the service department.
  • Lead and mentor service technicians to uphold professionalism and high-quality standards through effective communication.
  • Conduct training sessions, performance evaluations, and manage personnel matters, including recruitment and termination within the service team.
  • Ensure compliance with standard operating procedures across all functions, including field operations, inventory management, scheduling, sales estimates, customer interactions, training, and safety protocols.
  • Analyze and maintain competitive pricing strategies for services and parts, ensuring that estimating practices align with industry benchmarks.
  • Collaborate with suppliers and internal teams to manage pricing and inventory effectively.
  • Deliver precise service estimates, ensuring transparency and competitiveness in offerings.
  • Develop and implement schedules that guarantee timely and efficient service to meet customer expectations.
  • Engage in field service work as needed and support on-call responsibilities as required.
  • Coordinate with administrative and finance teams to ensure accurate billing and tracking of key performance indicators.
  • Foster strong relationships with clients, addressing their inquiries and concerns promptly to enhance customer satisfaction and loyalty.
  • Work collaboratively with other departments to ensure seamless operational processes.

Compensation and Benefits:

  • Weekly pay schedule.
  • Incentives for after-hours work.
  • 401k retirement plan.
  • Health, dental, and vision insurance options.
  • Employer contribution of $1000 to Health Savings Account.
  • Six paid holidays annually.
  • Two weeks of paid vacation.
  • Annual uniform allowance of $250.
  • Discounted heating program for eligible customers.

Qualifications:

  • Possession of a NH Gas Fitters License.
  • A valid DOT medical certification.
  • Minimum of 5 years of field experience, with at least 2 years in a management role preferred.
  • Demonstrated experience in customer relations, team supervision, scheduling, and sales.
  • Strong leadership, communication, and interpersonal skills.
  • Ability to thrive under pressure and manage multiple priorities effectively.
  • As the service division expands, the Service Manager will likely allocate 30-50% of their time to service calls.