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Service Operations Manager

2 months ago

South Plainfield, New Jersey, United States LMK Recruiting Full time
Job Overview

Position Title: Service Manager | $31-45/HR

Position Summary: As a Service Manager at LMK Recruiting, you will oversee a dedicated team of Service Technicians, ranging from 1 to 12 members, and play a pivotal role in our operational success. Your main focus will be to elevate the customer experience by effectively managing service delivery and ensuring proactive communication. Collaboration with both outside and inside sales teams will be essential to guarantee timely and efficient service for our clientele within your assigned area.

Benefits Offered:
  • Competitive hourly compensation
  • Quarterly bonus potential
  • Comprehensive Health, Vision, and Dental Insurance
  • Life Insurance coverage
  • 401(k) plan with company matching
  • Paid time off including vacation, sick leave, and holidays
  • Opportunities for career advancement
  • Employee discount programs
Work Schedule:
  • This role may involve a rotating on-call schedule, with availability required during evenings, weekends, and holidays, particularly during peak periods.
  • Travel may be necessary.
  • Overtime and double-time pay rates will apply for eligible hours worked.
Key Responsibilities:
  • Order Management:
    • Manage customer orders received from the sales department or branch management, ensuring accurate processing and timely delivery.
  • Customer Engagement:
    • Provide outstanding customer service to encourage repeat business and foster long-term relationships.
  • Equipment Handling:
    • Install equipment as required, including temporary hoses for heating systems and flexible ductwork for cooling solutions.
    • Conduct equipment startups and perform necessary service repairs.
    • Diagnose and repair oil-fired heating and air conditioning systems, including refrigerant circuit issues.
    • Assist in the installation of air-cooled chillers and large package HVAC rental units.
  • Equipment Oversight:
    • Coordinate the retrieval and evaluation of returned equipment from customer sites, ensuring proper documentation.
    • Recondition equipment following established procedures and complete necessary checklists.
    • Manage the storage and organization of equipment within the branch warehouse.
    • Maintain and clean chillers and large air conditioning units, ensuring all required accessories are ready for orders.
  • Safety and Compliance:
    • Follow safety protocols, including the use of personal protective equipment (PPE) and fall protection as needed.
    • Adhere to company core values in all business interactions.
Managerial Responsibilities:
  • Continuous Improvement:
    • Drive initiatives for continuous enhancement of customer experience, ensuring high service quality as a critical growth strategy.
    • Lead the formulation and execution of service processes within the branch to guarantee consistent service delivery.
  • Team Development:
    • Promote a positive work environment that emphasizes employee growth, accountability, and satisfaction.
    • Communicate branch objectives, provide necessary resources for achievement, and monitor progress.
    • Oversee training for Service Technicians in preventive maintenance, testing, and installation of various rental equipment.
  • Operational Consistency:
    • Implement service protocols and conduct audits to support operational consistency.
    • Regularly evaluate service operations against established targets, utilizing customer feedback for ongoing improvement.
  • Resource Management:
    • Assess and maintain service tools, PPE requirements, and branch inventory in compliance with company guidelines.
  • Additional Responsibilities:
    • Perform other duties as assigned.
Qualifications:
  • 2-5 years of experience in the HVAC rental sector or a related field, ideally in a service management capacity.
  • Associate degree from an accredited vocational institution is preferred.
  • HVAC certification (2-year program or Universal Refrigeration Certificate) or equivalent experience is desired.
  • 1-3 years of supervisory experience is required.
  • Proficiency in Microsoft Office applications or similar software; familiarity with MRP or rental software is advantageous.
  • Demonstrated ability to work independently and collaboratively with minimal supervision.
  • Strong organizational skills and attention to detail, with a proactive approach to problem-solving.
  • Excellent written and verbal communication abilities.
  • Capability to lift and move equipment weighing up to 50 lbs. using safe lifting techniques.
  • Must pass a DOT physical and drug screening to operate company vehicles.
  • Valid driver's license and a clean motor vehicle record (MVR) are essential.
  • Successful completion of a background check is required.
  • Strong customer service orientation and mechanical aptitude.
  • A genuine desire to learn and grow in the role.

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