Service Manager

Job Overview:

Direct and coordinate the activities of the service department. Leads a team of up to 15 field and office personnel, works closely with builders, customers, and online portals

Essential Responsibilities:

• Reviews service and warranty calls that come in from both customers and builders
• Schedules appointments in the most logical manner to best serve the customer and the plumber
  • Calls are to be scheduled 1 zone per service plumber, per day, unless there is an emergency and the plumber for that area can’t take the call
• Enters invoices into QuickBooks with the help of a Service Admin.
  • All invoices must be entered by the end of the day
• Extracts information from the homeowners and builders to assure we have all pertinent information so that the service plumber has the necessary information needed to perform the job
• Collect payment at the time of call, for all billable calls; customers with charge accounts are excluded
• Communicate effectively with builders and homeowners about the possibility of a future charge if the need arises
• Coordinates with the Commercial Construction Department to share labor is the need arises
• Procures parts and supplies for all service calls
• Review calls, assess the performance of the department
• Control the collection of warranty parts so that credits can be obtained
• Develops or revises standard operational and working practices and observes workers to ensure compliance with standards.
• Compiles, stores, and retrieves performance data.
• Continually communicate with plumbers to assess the schedule that has been set forth and make necessary adjustments.
• Continually assess plumber and helper performance. Take appropriate action when additional training or performance improvement is required.
• Other duties as assigned

Qualifications:

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• EDUCATION and/or EXPERIENCE
  • Ten or more years of related experience; or equivalent combination of education and experience. Additional education preferred but not required.
• LANGUAGE SKILLS
  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to routine reports and correspondence.
• MATHEMATICAL SKILLS
  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent, and to draw and interpret. Ability to utilize measuring devices.
• REASONING ABILITY
  • Ability to solve practical problems and deal with a variety of situations where only limited standardizations exist. The ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• SUPERVISORY RESPONSIBILITIES
  • Directly supervises 2-15 employees, including plumbers and helpers.
  • Carries out supervisory responsibilities per the organization's policies and applicable laws.
  • Responsibilities include training employees, planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

 Working Conditions:

• Full-time, office based.

• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Essential Functions:

• Attending work at the company headquarters is required.
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• Ability to read, analyze, and interpret common and technical journals, financial reports, and legal documents.
• Effectively communicate and/or present information to top management, public groups, or the board of directors.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percentage and to draw and interpret bar graphs.
• Must be able to define problems, collect data, establish facts, and draw valid conclusions.
• Must be able to regularly sit. Must be able to frequently hear and talk. Regularly required to stand, walk, stoop, crouch, kneel, read, write, use hands to handle, feel, and manipulate.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.