Position Summary

The position is responsible for ensuring accurate, timely, safe and efficient service and installing products for customers. Will provide excellent customer service by completing these activities in a professional and positive manner.

Our Core Values

We believe that how we work is just as important as the work we do. Every team member is expected to uphold and model the following values:

• Team Player – Collaborate effectively and support others to achieve shared goals.
• Do the Right Thing – Act with integrity, honesty, and professionalism in every situation.
• Be Respectful – Treat others with dignity and maintain a positive, inclusive workplace.
• Take Initiative – Proactively seek out ways to improve processes and solve problems.
• Take Pride in Your Work – Strive for excellence and take ownership of results.

Essential Functions

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform these functions.

• Manage all aspects of the bulk plant’s propane, fuel and oil delivery operations, including profit and expense activity of sales, inventory, fleet, staffing, and customer acquisition and retention, and assistance with collections.
• Lead the service staff, including interviewing, hiring, coaching, training, and managing performance of service technicians and office staff.
• Monitor and ensure compliance in areas including safety, health/environmental, human resources, and financial/ethical considerations.
• Participate in quarterly corporate safety meetings and the monthly managers’ meetings. Lead local safety meetings and instill a safe culture.
• Perform site surveys as needed.
• Acquire proper permits required for job completion.
• Schedule jobs with customers.
• Route, plan, and efficiently dispatch work orders daily to service technicians and service helpers.
• Review completed work orders for accuracy to ensure error-free billing.
• Assist in new business acquisition through designing and creating proposals for new customers in conjunction with the sales team.
• Plan, execute, and monitor customer interaction and service ensuring all work is performed in a manner which consistently meets or exceeds company expectations.
• Provide feedback to management in support of team members’ annual performance reviews.
• Review, manage, motivate, coach, and mentor direct reports.
• Maintain inventory of parts and tools needed for completion of installations and/or repairs.
• Maintain ongoing industry knowledge through continuing education supported by company-sponsored opportunities or personal initiatives.
• Oversee jobs to completion (this may include multiple trips to job sites).
• Support the publishing of standard procedures and work instructions that aid in personnel training and consistent execution of department responsibilities.
• Support development of KPIs aligned with department and job responsibilities to drive focus and results.
• Monitor and support team members’ completion of management-assigned tasks and follow-up items.
• Establish short-term and long-term goals and objectives.
• Understand and maintain compliance with state and federal codes.
• Make deliveries if the employee holds a CDL.
• Assist with training new employees.
• Complete all assigned training classes in person and online.
• Work overtime during the busy season (October to April).
• Coordinate and assist other plant locations as needed.
• Review and submit payroll for direct reports and monitor overtime.
• Address employee concerns and conflicts; take disciplinary action if needed with guidance from Human Resources.
• Ensure service building and trucks are regularly inspected and arrange for repairs as needed.
• Other duties as assigned.

Physical Demands

Work in this classification can be considered medium physical work. Medium work involves lifting no more than 50 pounds at a time with frequent lifting or carrying objects weighing up to 25 pounds. If someone can do medium work, it is determined that he or she can also do sedentary and light work.

Preferred Education and Experience

• High School diploma or General Education Certificate (GED) required.
• College degree preferred.
• Three plus years of management experience including supervising employees.
• Two years’ progressive experience in service is preferred.
• Experience in fuel is a plus.
• Proficiency in Microsoft Office, including Word, Excel, and Outlook.
• Exceptional written and interpersonal communication skills.
• Ability to provide strong leadership through coaching and mentoring with a focus on customer service.