The OM role is critical to the smooth operation of all field work related tasks. The OM is tasked with two primary responsibilities:
- Overseeing both the activity of the people who do the work and the tools and supplies they use to get it done.
- Ensuring that all customers have an amazing experience with [Company]. This includes monitoring quality of work, timeliness and efficiency, as well as resolving any issues customers may have, quickly and thoroughly.
The OM can expect to spend some time in the field each week, assisting technicians in completing their work as needed, and in active training of newer technicians. The OM will spend the remainder of their weekly work schedule handling a variety of other responsibilities. A typical workday for the OM will start at 7:15am and end around 4:30pm.
The OM will spend significant time each week interacting with technicians, overseeing job-specific preparation and communication with Crew Leaders and Field Technicians.
Schedule: Monday – Friday plus available by phone after hours as required below
- Start/end of day varies, but the average start time is 7:00 AM and average end time is 4:00 PM.
- After 4pm you will need to be available by phone until all crews have returned to the shop for the day.
- Snow and Emergency Service – you will occasionally need to be available by phone (on-call) 24hrs a day depending on weather
Job Responsibilities & Duties May Include, But Are Not Limited to:
Operations
● Oversee all aspects of Operations within the entire market
● Ensure that all vehicles, equipment and supplies are maintained with utmost care
● Ensure shops & offices are clean, organized, and presentable at all times
● Ensure that technicians follow company policy, and adhere to company values and brand guidelines for cleanliness, professionalism, and organization
● Maintain supply chain for inventory items, chemicals & supplies
● Oversee safety program & compliance
● Support all production crews, and assist in field as a technician if needed
● Responsible for Gross Margin percentages and managing COGS
Employee Management
● Oversee all Operations Managers at the local location level
● Create and sustain an adequate hiring pipeline for technicians
● Ensure hiring & training procedures are followed when onboarding employees
● Conducting employee performance reviews with direct reports
Customer Relations
● Respond to call-backs, customer complaints, assess and work with Admin department to initiate return visits to customer sites
● Investigate complaints, perform on-site evaluations, and address all production related customer issues
Business Development
● Identify opportunities for additional services and technician upsells
● Perform in-person sales calls as needed
● Assist in tradeshow planning and staffing