Service Manager

Job Title: Service Manager

FLSA Status: Exempt

Department: Service Department

Compensation: Salaried

Job Summary:

Under the direction of the General Manager, the Service Manager will be responsible for managing, directing, and coordinating both service and support staff within the department that make it operate both effectively and efficiently. The Service Manager must conduct themselves in a professional manner, constantly assisting personnel in the development of proper work habits. Must demonstrate good judgment in investigating problems and making decisions. Respects and maintains the confidentiality of the company, customer, and personnel information.

Direct Supervisor: General Manager

Indirect Reporting Relationship: COO

Supervises: All service staff

Essential Functions:

The following reflect management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

Management

1. Hire, train and motivate field service personnel ensuring that they are equipped with appropriate supplies and equipment to provide the required services.
2. Hiring, training and coaching staff members and responsible for terminating employees who do not meet job expectations. Provides feedback to employees regarding job performance and uses the review and appraisal process to determine training needs.
3. Meets regularly with both service and support staff to ensure proper information flow and understanding of stated goals and objectives.
4. Directs and oversees the supervision of both service and support staff to achieve targeted levels of performance in terms of quality and quantity of work produced.
5. Assess the skill levels of the field and service support personnel and communicate quality standards while developing continuing training plans for each employee.
6. Approves all requests for vacation and personal time from both service and support staff in accordance with the company’s policies and procedures.

Field Operations and Supervision

1. Ensures the smooth functioning of the company’s field operation, including new system start-up, emergency service and preventive maintenance contracts.
2. Supervise all safety and training programs provided to service technicians and personnel, ensuring that quality standards can be exceeded.
3. Ensures that service technicians and inspectors’ skill-sets and work processes are enhanced.
4. Continuously monitors the effectiveness of the company scheduling and ensures that all government and customer requirements relating to safety and fire codes are strictly adhered to and enforced.
5. Communicates quality standards and reviews quality problems, recommending solutions for specific challenges on individual projects and changes to equipment or repair methods as required, to minimize losses due to downtime and rework.
6. Ensures that departmental reports are maintained accurately and timely along with a current schedule of the Preventive Maintenance service calls for each week.
7. Attain all operational and productivity goals including budget compliance, job cost profitability, productivity levels of service technicians and inspectors.
8. Reviews the reported hours of all service and support staff on a weekly basis and ensures that all reporting employees are active, and that waste and non-productive time are kept to a minimum.

Customer Service and Support

1. To make it understood that Customer Service is our First Priority and that each employee is here to support that priority.
2. Actively works to solve customer complaints and assist customers when they are not pleased with the resolutions offered and try to reach a more equitable resolution.
3. Departmental documentation is complete and all required paperwork has been processed in a timely manner to allow accurate and prompt billing to customers.

DUTIES AND RESPONSIBILITIES

1. Ensuring that departmental reports are maintained accurately and timely reporting of weekly service reports.
2. Maintains cooperative working relationships with the managers and staff members in all departments.
3. Ensures that the PAFA facility is a safe and healthy working environment.
4. Conducts employee evaluations more often to elevate the sub-par performance of personnel for all positions directly reporting to Service Manager.
5. Must demonstrate good judgment in reporting and resolving problems that have risen in the Service Department.
6. Interpreting and complying with all company policies and procedures.
7. Maintain an organized and clean work area.

QUALIFICATIONS AND REQUIREMENTS

EDUCATION: High School Diploma or GED and Trade School Certification.

LICENSING/REGISTRATION/CERTIFICATION: Valid California Driver’s License / NICET Certification

EXPERIENCE: Preferably but not required service technician and inspector’s experience in the fire detection and alarm industry, with hands-on experience with equipment repair. Preferably with previous dispatching experience and a proven track record of reducing operating costs. Must have experience dealing with training programs and quality control issues.

PHYSICAL AND MENTAL:

The Service Manager must be able to sit and work at a computer keyboard for extended periods of time; must be able to stoop, kneel, bend at the waist and reach on a daily basis; must be able to lift up to 25 pounds occasionally. The Service Manager must have a high level of attention to detail, with excellent written and verbal communication skills and proficient in MS Office.