Service Operations Manager

3 weeks ago

Salisbury, Maryland, United States Chesapeake Utilities Full time

Job Summary:

The Service Manager is responsible for overseeing all aspects of the retail propane Service Department operations. This role contributes to Chesapeake Utilities' success by leading the Service Department within an assigned service area to create and maintain the Sharp Energy experience for our customers and partners.

Key Responsibilities:

  • Directly supervises all employees in the Service Department.
  • Provide efficient use of service department personnel and equipment through effective scheduling and customer billing.
  • Prepare work orders as needed.
  • Prepare job costing estimates as needed.
  • Schedule service personnel in a manner that assures work is being completed to meet customer expectations.
  • Perform field service work as required.
  • Participate in 'on-call' rotation as required by the district manager.
  • Manage contractors to maximize profitability and customer service.
  • Recruit and maintain a list of qualified contractors to perform service work as required.
  • Review completed work orders for accuracy.
  • Inspect completed jobs on a random basis for quality control.
  • Ensure that training is provided to familiarize personnel with Company Service Policy and O&M procedures.
  • Monitor and evaluate the performance of department personnel.
  • Review and submit payroll.
  • Keep abreast of all rate changes and ensure proper billing.
  • Price out completed jobs.
  • Resolve complaints of dissatisfied customers.
  • Review scheduling for service personnel to assure work is being completed and customers are satisfied.
  • Review completed work orders to evaluate the accuracy and the effectiveness of the work performed.
  • Physically inspect completed jobs on a random basis to ensure compliance with Company and industry standards.
  • Price completed jobs and forward to Customer Accounting for further processing.
  • Maintain appropriate parts inventory, prepare Purchase Requisitions and initiate orders for additional parts stock, as necessary.
  • Prepare Purchase Requisitions and initiate orders for operating equipment and supplies.
  • Participate in the preparation of budgeting of accounts.
  • Perform other duties as assigned by the District Manager.

Requirements:

  • High School diploma or equivalent.
  • 1-3 years of related experience.
  • PC experience mandatory, Management experience necessary.
  • Excellent customer contact, supervisory, organizational, and communication skills.
  • Above average technical expertise with regard to propane appliance and equipment installation.
  • Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Must have good telephone communication skills.
  • Working knowledge of the policies, procedures and regulations pertaining to the company and the propane gas industry.
  • Ability to create, customize and apply intermediate Microsoft Word and Excel skills to many variable spreadsheets and office documentation. Intermediate Windows skills required to navigate, store and apply filed folder management, and general software applications.

What's in it for you?

  • Competitive base salary based on successful candidate's background as it relates to the job requirements as well as internal equity considerations.
  • Fantastic opportunities for career growth.
  • Cooperative, supportive and empowered team atmosphere.
  • Annual bonus and salary increase opportunities.
  • Monthly recognition events.
  • Endless wellness initiatives and community events.
  • Robust and customizable benefit packages-choose what works best with your life. Options include generous 401k, medical, dental and life insurance, tuition reimbursement, compensated volunteer hours and MORE.
  • Paid time off, holidays and a separate bank of sick time.

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