Service Manager
1 week ago
Position Overview:
The Electrical Service Manager is responsible for overseeing and managing the daily operations of the service department, ensuring that all electrical service projects are completed efficiently, on time, and to the satisfaction of clients. This role involves supervising field technicians, coordinating service schedules, managing customer relationships, ensuring compliance with safety and quality standards, and optimizing service department processes. The Service Manager plays a critical role in maintaining high standards of service delivery and driving growth in the service division.
Key Responsibilities:
- Team Management: Supervise and manage a team of service technicians, ensuring that they are well-trained, productive, and equipped with the necessary tools and materials to complete their work efficiently and safely.
- Service Scheduling & Dispatching: Oversee the scheduling and dispatching of service calls, ensuring the appropriate allocation of resources, optimizing technician routes, and responding to emergency or urgent service requests in a timely manner.
- Customer Relationship Management: Act as the primary point of contact for key customers, ensuring high levels of customer satisfaction. Address any customer complaints or concerns, resolve issues promptly, and work to build long-term, positive relationships.
- Quality Control: Ensure that all service work is performed to the highest standards of quality, safety, and compliance with industry regulations. Conduct regular site visits, quality inspections, and audits to ensure work is being completed correctly.
- Budget and Cost Control: Monitor service department budgets, including labor costs, material costs, and overhead. Work with senior management to optimize department profitability by identifying cost-saving opportunities and managing resources effectively.
- Performance Monitoring & Reporting: Track and analyze service metrics such as response time, completion time, customer feedback, and technician performance. Provide regular reports to senior management on service department performance and project status.
- Inventory and Equipment Management: Ensure that technicians have the tools, equipment, and materials required for service jobs. Manage inventory levels, track usage, and coordinate with the purchasing team to maintain adequate stock of materials and supplies.
- Staff Development & Training: Oversee the recruitment, training, and professional development of service technicians. Ensure that all team members are up to date with industry certifications, safety standards, and best practices.
- Process Improvement: Continuously assess and improve service department workflows, ensuring processes are efficient, customer-focused, and aligned with company goals. Implement best practices to improve job completion times, customer satisfaction, and service delivery quality.
- Safety & Compliance: Ensure that all service work adheres to OSHA, local building codes, and other regulatory requirements. Foster a safety-first culture within the team and ensure that safety protocols are followed on all job sites.
- Financial Management: Work with the finance team to review and approve service invoices, ensuring that billing is accurate and completed in a timely manner. Oversee pricing for service work and ensure that quotes are consistent with the company's pricing structure.
- High school diploma or equivalent (required); associate or bachelor's degree in electrical engineering, business management, or a related field (preferred).
- Minimum of 5 years of experience in the electrical industry, with at least 2-3 years in a supervisory or management role (required).
- Experience managing service teams, ideally within the electrical or construction industry.
- Relevant certifications in electrical work or service management are a plus (e.g., Journeyman or Master Electrician certification, PMP, etc.
- Strong leadership and team management skills, with the ability to motivate and supervise a diverse group of employees.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with clients, technicians, and internal teams.
- Strong organizational skills and the ability to manage multiple service calls, projects, and resources simultaneously.
- Proficiency in service management software (e.g., Service Titan, Procore, or similar platforms) and Microsoft Office Suite.
- Solid understanding of electrical safety standards and regulatory requirements.
- Ability to analyze performance data and identify areas for improvement.
- Excellent problem-solving skills, with the ability to address and resolve service issues efficiently.
- A customer-first mindset, with a focus on delivering high-quality service and ensuring client satisfaction.
- Competitive salary commensurate with experience.
- Comprehensive benefits package, including health, dental, and retirement plans.
- Opportunities for professional growth and advancement within a rapidly expanding company.
- Collaborative and supportive work environment.
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