Job Description I. Basic Function The basic function of the Service Manager is to effectively coordinate administrative efforts with the field production efforts to complete service tickets and service projects. The Service Superintendent and Service Manager will work together closely to efficiently schedule labor efforts and material procurement.
Responsibilities include: Strategic planning of the department and effectively implementing service, productivity, quality, and customer-service standards Management of all service tickets and projects to ensure they meet or exceed budgets Management of staff, sales, services and materials to meet assigned service sales goals Efficient communication between the office, the field, and the customer Management of Service Superintendent and other Service administrative staff as well as the field labor force, although they report directly to the Service Superintendent. II. Duties and Responsibilities Make it understood that “the customer is our first priority” and that each employee is here to support that priority. Develop a strong customer service and business development focus. Full P&L responsibility of the service department. Coordinate and control all service administrative and field operations to maximize the effectiveness of the available labor, material, and equipment resources available to you. Work with sales staff, developing leads, sales efforts, and promoting the department’s services. Collaborate with other departments to promote cooperative sales and production.
Communicate on an ongoing basis to stay abreast of potential work opportunities. Estimate and bid work, and assist sales staff with estimates. Review purchase orders, contracts, and proposals to verify scope of work and safety procedures. Set up service projects. Maintain correspondence with each customer. Work with prime and subcontractors on all phases of projects including schedules, change orders, and submittals.
Periodically may be required to go to a job site. Respond to customer questions, complaints, and requests appropriately. Oversee and direct efforts of the superintendent on all aspects of project management, including scheduling, production, and quality control. Perform field inspections and investigations as necessary. Purchase materials as necessary and maintains department inventory and price material inventory slips.
Increase revenue by monitoring labor and material costs. Implement training programs for service technicians that focus on technology changes in the industry, product development, and customer relation programs. Develop field personnel on customer relation efforts. Support the Company’s policies and procedures, including safety and travel programs. Purchase safety supplies as necessary.
Submit budget and capital expenditure requests as needed. Provide effective leadership for the service department, i.e. teamwork, motivation, and positive employee relations. Develop efficient systems and processes for service technician dispatching, scheduling and service call implementation. Supervise general accounting tasks, including collection of delinquent accounts, submission of payroll reports, and invoicing both contract and T&M projects.
Review invoices for payment approval. Complete any other duty or task assigned by the Operating Unit President.
Impact Business Group Inc