Branch Service Manager

Essential Function And Basic Duties

• MANAGES: Service Agreements, T&M Service, Service Projects, and Facility Services Agreements.
• GROSS PROFIT REDEMPTION: Ability to redeem assigned Service Agreements, Service Projects, Facility Services Agreements and Service T&M (SPOT) at planned or estimated gross profit.
• MAN-HOUR PLAN REDEMPTION: Ability to redeem assigned Service Agreements, Service Projects, and Facility Services Agreements at planned or less than planned man-hours while exceeding customer expectations and contractual commitments.
• WORK FORCE UTILIZATION: Determine crew size in your manpower unit. Provide instructions, tools, materials and schedule for most effective preventive maintenance and installation to assure customer satisfaction and redeem contractual commitments.
• PURCHASING: Understand purchase requirements and prepare requisitions in a timely manner for materials, equipment and subcontracts. Secure cooperation of sales personnel and shop personnel as required.
• PROJECT SCHEDULES: Understand timing of work and how it relates to others. Develop and communicate schedule and suppliers. Expedite and achieve schedules.
• CASH FLOW: Close all completed Service Projects and expedite release for billings. Communicate with forces regarding delays in job closings and expedite same to maximize billings.
• DOCUMENTATION: Report work progress in writing regarding your unit's field performance, material, subcontracts, scheduling and other obstacles affecting efficient and timely completion. Report customer relations activity affecting satisfaction, upgrading and positive long‑term relations.
• AGREEMENT ESCALATION/SALVAGE: Know the customer and understand market forces to support the sales force in prompt response to notices of cancellation and the development of a well researched salvage plan.
• COMPANY RELATIONS: Build rapport and productive working relationships with supervisor, field and other personnel, influencing decisions for purchasing, scheduling, installations and work completions.
  
  

SALES PARTICIPATION: Recognize the relationships between good performance and customer satisfaction and sales opportunities. Understand sales objective. Promote upgrading and new business by continuously reporting sales leads and assisting, directing and motivating subordinates to continuously generate additional business and sales leads.

• CODES, STANDARDS & SYSTEM REQUIREMENTS: Understand mechanical systems and appropriate codes and industry standards. Obtain permits and plan checks where necessary. Provide design assistance to sales force as required.
• FIELD PRODUCTIVITY: Provide material, directions, tools and logistical support to the field to assure maximum output / man hour. Motivate the work force and maintain high employee morale. Effectively man Service Projects and control labor costs to redeem gross profit objectives.
• STATUS REPORTING: Provide current input and actively participate in regular review meetings on work progress, customer relations, field relations, internal administration and other matters affecting service operations.
• MATERIAL CONTROL: With shop personnel, effectively manage and control equipment, material and tool utilization and costs while insuring efficient field operations.
• EXPENSE CONTROL: Know and apply principles of cost/benefit to gain maximum utilization of company resources (i.e., salaries, man days, customer entertainment, tools, vehicle utilization, overtime, etc.)
• CUSTOMER COMPLAINTS: Promptly address customer complaints to assure resolution and maintain long‑term relationships.
• RESPONSE TO TROUBLE (EMERGENCY) CALLS: Promptly respond to customer trouble calls and resolve problems quickly and efficiently while building and maintaining customer confidence and satisfaction.
• MANAGEMENT: For your manpower unit, delegate, organize work of others; get subordinates to accept responsibility and agree on objectives. Effectively audit performance of subordinates and follow-up. Recommend appropriate personnel actions (i.e., hiring, firing, promotion, demotion, compensation, etc.)
• TRAINING: Motivate and train subordinates. Develop and implement programs to improve skills of individuals and subordinates as a group.
• COMFORT CARE PROGRAM: Manage and direct CARE call follow up accordingly. Maintain customer satisfaction with prompt response to any customer issues or complaints. Work with the companies CARE representative(s) to achieve customer satisfaction.