Service Operations Manager

Service Operations Managerjob Summary

Manage all service operations to ensure the department operates safely, efficiently, and profitably. This role is responsible for driving service quality, labor effectiveness, employee performance, and customer satisfaction while partnering with branch leadership and sales teams to support retention and business growth. This position exercises discretion and independent judgment with respect to matters of significance.

Essential Duties

Supervise employees by providing direction and training, and communicating company policies, procedures and objectives. Includes hiring, supervising performance management, and administering progressive discipline.

Administer company safety program. Includes performing safety audits when necessary and stressing the importance of safety to all employees.

Visit job sites and perform quality audits to ensure that route work is being completed efficiently and in a cost-effective manner.

• Supervise field employees by providing direction and training, and communicating company policies, procedures and objectives. Includes hiring, supervising performance management, and administering progressive discipline.
• Administer company safety program. Includes performing safety audits when necessary and stressing the importance of safety to all employees.
• Visit job sites and perform quality audits to ensure that route work is being completed efficiently and in a cost-effective manner.
• Ensure that service job audits are performed. Includes identifying issues that could potentially affect the overall reliability of the equipment and providing feedback and recommendations for the improvement of future installations.
• Use accounting reports and internal systems to review route management and callbacks. Includes making necessary changes to improve profitability.
• Provide technical input to sales staff on the scope of work and materials needed to bid repair or service work. Includes calculating labor and material costs.
• Assist the sales team with driving new maintenance sales and enforce cancellation reductions.
• Work with branch manager and service sales managers and account managers to address customers’ needs.
• Administer parts program for contract service and repair to meet budget expectations and customer satisfaction.
• Efficiently scheduling labor resources and managing performance to estimates.
• Managing an operating budget to ensure the branch service budget is met.
• Responsible for forecasting labor, material, and field performance each month.
• Responsible for ensuring our monthly service & repair plans are met, both revenue and margin.
• Provide a monthly forecast to the branch manager for all lines of service.
• Ensure weekly payroll is accurate and implement changes when needed.
• Administer parts program for contract service and repair to meet budget expectations and customer satisfaction.
• Required to oversee other P&L responsibilities and tasks per the direction of the Branch Manager.
  
  

This job description is not intended to be all-inclusive, and the employee will also perform other reasonably related business duties.

DIRECT REPORTS

24 - (23) Service Mechanics, (1) Adjuster

WORK ENVIRONMENT AND EXPECTATIONS

• Job duties are performed mainly within an established office environment under normal lighting and climate-controlled tolerances. The noise level in the work environment is usually low to moderate.
• When the employee has cause to visit a work site, the employee is regularly exposed to wet and/or humid conditions; moving mechanical parts; high, precarious places and outdoor weather conditions. The noise in the work environment is often loud.
• Working across different departments and in a team environment. Needs to interact with different types of people and adapt as necessary to complete job functions.
• Requires prompt, reliable, regular, and in-person attendance at the office to oversee shared services functions and/or employees, normally achieved by working standard business hours. Certain positions will require a flexibility of working hours to meet the demands of the job and the direction of the manager.
  
  

The work environments are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements

• Prolonged periods of standing and walking.
• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift to 40 pounds at times.
  
  

This job description does not constitute a written or implied contract of employment. This job description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts, or work conditions associated with the job. Furthermore, the employer may revise or change job duties and responsibilities as the need arises.

Fujitec America is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other applicable statutorily protected group status under local, state, or federal law.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. Applicants must be authorized to work for any employer in the U.S. We are currently unable to sponsor or take over sponsorship of an employment visa.