The Electrical Service Manager is responsible for overseeing daily operations in the service department and managing field technicians. In addition to managing the field technicians, the Electrical Service Manager will also be developing and maintaining customer relationships, while also retaining customers in the event of a complaint. He or She will oversee the service technicians’ daily workload and productivity. The Electrical Service Manager will also schedule service calls, monitor those calls, evaluate calls for satisfactory completion and supervise service technicians. He/she will understand technicians’ strengths & weaknesses to appropriately assign tasks.

Duties may include creating customer service policies to help effectively handle daily service calls and technician interaction with customers. It may also include hiring and training - as well as promoting company services and speaking with customers who have complex questions/concerns. Increase technician productivity, customer base, and contribute to a positive customer experience.

Education and Experience

• High School Diploma (or equivalent)
• 5-8 Years of Electrical Experience / Trade Knowledge
• 5 Years of Supervisory / Management Electrical Experience
• Basic Computer Knowledge

Primary Job Duties

• Check emails, voicemails and respond to technicians’ needs.
• Oversee Technicians Day to day.
• Ensure they are following best practices and company expectations.
• Review Work Tickets for completion/clarity.
• Provide support and answer questions to technicians on and off of the field.
• Predict potential problems.
• Problem solve.
• Schedule service calls
• Track and schedule service follow-ups items.
• Manage permits for upcoming jobs, monitor job status and follow through with inspections in a timely manner.
• Review service profitability each month with Operations Manager
• Monitor department issues and client complaints.
• Research customer complaints and/or warranty calls to provide feedback and solutions to improve future customer service.
• Make discretionary decisions regarding scheduling, customer complaints and service invoicing.
• Help develop training materials/service-related information.
• Assist in creating customer service policies as needed.
• Provide any pertinent information to upper management to improve overall company operations.

Knowledge

• Administration and Management - Knowledge of business and management principles involved in strategic planning, resource allocation, leadership technique, production methods, and coordination of people and resources.
• Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Administrative - Knowledge of administrative and office procedures and systems such as word processing, managing files and records, stenography, transcription, designing forms, and workplace terminology.
• National Electric Code and local electric codes - Knowledge of safety standards and procedures. Commercial experience, construction experience or industrial experience.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to Relocate:

• Bristol, RI 02809: Relocate before starting work (Required)

Work Location: In person