Commercial Service Manager

Commercial Service Manager

Department: ARC Mechanical

Employment Type: Full Time

Location: Wilmington, MA

Description

The Commercial Service Manager is responsible for overseeing the daily operations of a team of the Commercial Service dispatchers and technicians who coordinate and schedule various resources to fulfill customer requests or organizational needs. They play a crucial role in maintaining efficient communication, to ensure that schedules are efficiently met resulting in customer satisfaction and financial results.

The Commercial Service Manager reports directly to the Vice President of Service.

Key Responsibilities

• Recruits, hires, and trains Service Technicians.
• Leads, develops, and manages service technicians, supervisors, and dispatchers.
• Develops service processes and procedures that promote efficient and optimized Service operations.
• Assists in developing performance standards and expectations for service technicians as well as apprentices and holds them accountable for performance.
• Enforces the processes and procedures to create a more efficient and profitable service business.
• Oversees the company safety directives for the Service Team and maintains real-time lines of communication with the Kelvin Group EH&S Department.
• Works with Service Sales personnel to put together proposals for projects and PM agreements.
• Tracks and facilitates customer relations, including overseeing customer service activities with the service coordinator and developing processes that create an excellent customer service experience.
• Reviews all billing and warranty claims, including interacting with other managers about their warranty, service, start-up repair, and installation needs.
• Reviews service tickets, work orders, and time tickets for payroll and billing.
• Oversees software and technology use for service and customer-contact service-dispatch coordination.
• Identifies, organizes, and coordinates all Services workload, including scheduling and prioritizing of manpower and materials as required to meet committed completion schedules and profitability of work performed.
• Prepares estimates for equipment, materials, projects, and services and develops proposals for presentation to customers.
• Follows up on all leads from Field Personnel and Service Technicians.
• Maintains and promotes the Kelvin Way, Values, and Behaviors.

Skills, Knowledge and Expertise

• 10 years of experience in the service industry.
• Bachelor's degree or related years of experience preferred.
• Experience working in a union environment.
• Experience managing a team of dispatchers.
• Software experience necessary:
  • Microsoft Suite
  • Field Connect
  • Service Channel
  • Verisae
• Strong written and verbal communication skills.
• Ability to manage shifting priorities.
• Ability to analyze data to drive business decisions.
• Use KPIs to measure performance and accountability.

Benefits

• Eligible for healthcare benefits on Day 1 of employment:
  • Medical, dental, vision, and prescription drug coverage.
  • Health Reimbursement Arrangement (shared cost deductible).
  • Flexible Spending Account (FSA), Dependent Care Spending Account (DCSA).
  • Health Savings Account.
  • Company paid life insurance; supplemental employee, spouse, & dependent life.
  • Accident & Hospital Indemnity.
  • Company paid short & long-term disability insurance.
  • Pet insurance.
• Employer matched 401(k) saving plan with Roth option.
• Weekly paycheck.
• Generous paid holiday schedule (11 days per year).
• Paid time off (vacation + sick time).
• Learning & Development programs.
• Employee Referral Bonus Program.
• Tuition Reimbursement.