Area Service Manager

SUMMARY: Provides direction for the Field Service Team by setting department objectives and goals to meet customer needs. Responsible for the performance (safety, customer satisfaction, and profit) of the Field Service Team.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Provides safety leadership in the field
• Regularly assesses and manages talent in accordance with Brady’s Core Values and Talent Philosophy
• Assists in the creation and development of the Field Service team’s operating plans, budgets and guidelines
• Sets the work priorities by reviewing performance to ensure short-term and long-term goals are met
• Responsible for contract compliance and profitability
• Responsible for all territory concession approvals
• Monitors department procedures and processes to ensure effectiveness
• Communicates department goals and objectives by notifying team leaders and communicating recommendations to staff
• Controls expenses by developing a department budget, monitoring capital expenditures and approving purchases
• Leads and participates in business improvement projects, including owning and leading Rocks identified during Quarterly Pulses and Annual Planning sessions with Service Leadership team
• Assures that tools, equipment, vehicles and other material supplies are maintained through inventories and re-ordering to reconcile differences
• Assists with pricing and margin requirements on all products and services
• Estimates and validates quoted service projects as required
• Prepares reports on the progress and needs of the Field Service Team
• Coaches Technicians and Field Supervisors; provides regular feedback on performance and behavior
• Coordinates technician meetings and communications
• Provides technical advice and assistance
• Responsible for the career development of service technicians, including developing and implementing training programs
• Works with HR and Executive leadership to maintain appropriate field staff levels; actively and consistently participates in recruiting, interviewing, and hiring efforts
• Responds to customer inquiries, complaints, and special requests as required
• Maintains quality standards by visiting job sites and meeting with technicians, customers, and other vendors as needed
• Coordinates information flow on larger accounts with technicians, other departments within Brady, and other stakeholders as required
• Understands industry changes and responds to alternative strategies to maintain competitive advantages in our marketplace
• Flexibility to work overtime/weekends, as required
  
  

Teamwork

• Demonstrates and promote a spirit of cooperation and teamwork throughout the Company
• Continually looks for ways to improve our processes and ability to serve our customers effectively
• Improve personal performance on a continual basis
  
  

Customer Service

• Provides responsive, professional and diplomatic customer service
• Answers customer calls and correspondence quickly and pleasantly
• Communicates with customers in a friendly, professional, and patient manner
• Performs all duties with the goal of building and maintaining long-term customer relationships
• Immediately addresses any customer’s concern and requests the involvement of other Company personnel as required
  
  

Safety

• Follows all company safety programs and report any non-compliance to your Team Leader
• Notifies Team Leader or Safety Manager of any unsafe conditions
• Promotes the proper PPE equipment being used at all times when appropriate
• Reports all accidents and injuries to Supervisor, Safety Director, and HR immediately
• Completes all assigned safety-related training and coursework in the time period prescribed
  
  

SUPERVISORY RESPONSIBILITIES: Manages field associates in the Field Service Team. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include recruiting, interviewing, hiring and training associates; assigning and directing work; appraising performance and recommending raises; coaching and mentoring associates; addressing complaints and resolving problems.

Qualifications

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE: Technical or Business associate degree preferred or equivalent required; 3 years of experience in service management or similar background. Demonstrates a strong understanding of controls, HVAC equipment, contract administration, and HVAC systems. Financial budgeting, planning and administration skills are preferred.

COMPUTER SKILLS: MS Office and MS Windows

Certificates, Licenses, Registrations

• Valid driver's license
• Universal EPA certification
• North Carolina Commercial Refrigeration License is required; willingness to pursue and obtain license within six months of start date is acceptable
• North Carolina Heating and Air Conditioning Licenses (H-1, H-2, and H-3 Class I) are preferred but not required
  
  

LANGUAGE SKILLS: Ability to read, analyze and interpret service bulletins, technical procedure manuals, equipment specifications and governmental regulations. Ability to write reports, policies, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from management, customers and service personnel.

MATHEMATICAL SKILLS: Ability to work with mathematical concepts such as probability and statistical inference and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations.

REASONING ABILITY: Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly required to talk or hear. The associate frequently is required to walk and use hands to operate computer keyboard, mouse and telephone keyboard. The associate is occasionally required to stand; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The associate must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position works in a typical office environment with occasional visits to job sites which includes outdoor work and work in mechanical/equipment rooms. During the job site visits, the associate is occasionally exposed to wet and/or humid conditions; moving mechanical parts; high, precarious places; fumes or airborne particles; toxic or caustic chemicals; extreme cold; extreme heat; risk of electrical shock; and vibration. The noise level in the work environment is usually moderate.

Requirements

OTHER REQUIREMENTS:

• Ability to pass drug screening
• Ability to prove US employment eligibility