Service Operations Manager

2 weeks ago


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

The Service Operations Manager plays a crucial role in overseeing the daily functions of sales, budgeting, operations, and customer service for the technician team at Haddad Plumbing & Heating.


Key Responsibilities
  • Meet and exceed sales and profitability targets for the service department.
  • Address operational, employee, and customer concerns swiftly and effectively.
  • Ensure accurate and timely processing of all invoices.
  • Establish and manage service inventory policies, pricing, and levels to align with company objectives.
  • Handle seasonal demand fluctuations by promoting and scheduling regular maintenance services.
  • Design, implement, and oversee the commission structure for service technicians.
  • Conduct regular ride-alongs to monitor compliance with procedures and enhance customer service quality.
  • Guide and mentor team members, providing essential training and resources for optimal performance and a supportive work environment.
  • Organize technical training sessions for technician and employee skill development.
  • Adjust workforce allocation daily based on customer needs and the approved schedule.
  • Promptly resolve customer complaints and enhance satisfaction levels.
  • Inspect service vehicles and enforce adherence to dress code standards.
  • Visit project sites to collect information for proposal development in accordance with company policies.
  • Perform additional tasks as directed by senior management.

Qualifications
  • Bachelor's degree or a high school diploma with over 10 years of relevant experience.
  • A minimum of 5 years in the HVAC/Plumbing sector.
  • At least 3 years of leadership experience.
  • Proficient in Microsoft Office Suite.
  • Excellent verbal and written communication abilities.
  • Possession of a valid driver's license with a clean driving record.

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