Service Manager - Charlotte, NC

PRIMARY RESPONSIBILITIES

• Gross Profit Redemption: Manage business processes and staff to ensure gross profit redemption.
  • Conduct Start-Up Meetings on all new contracts with other personnel as appropriate.
  • Perform Preventative Maintenance checks periodically to ensure quality and provide remedial training to staff as required.

• Management: Delegate, organize work of others by position description and procedures; encourage mutual agreement on objectives. Effectively audit performance of staff and follow-up. Recommend appropriate personnel actions; i.e., hiring, firing, promotions, demotions, compensation, etc.
• Field Labor Utilization: Establish and monitor guidelines to determine field labor requirements. Recommend changes to requirements based on annual operating plan and performance against plan. Ensure technical capabilities for field force is consistent with current contractual commitments and market needs.
• Time Management/Planning: Assure proper staffing, training, tools, test equipment, systems and procedures are in place to allow staff to complete all work in a cost-effective and high-quality manner. Coordinates all work through staff.
  • Oversee department vehicle fleet to ensure all are properly maintained, clean, and orderly.

• Service Projects: Audit required documents prior to start of work. Ensure inclusions of all pertinent information. Assure the personnel doing the work are well informed on the scope of work. Perform project work as required.
• Sales Participation: Promote new business and upgrading of existing agreements by instructing and directing staff to generate and report leads and sales opportunities. Support sales force on calls as required.
• Status Reporting: Conduct regular status reporting/review meetings with staff and managers. Compile information gathered, combine with personal observations and make recommendations to the General Manager/Operations Manager on all matters affecting service operation.
• Company Relations Build rapport and productive working relationships with managers, supervisors, staff, field, and other personnel to influence decisions for purchasing, scheduling, installations, work completion as well as the sales and accounting functions. Promote trust and team spirit by exercising an open-door policy and actively seeking to build rapport with coworkers and staff.
• Training: Motivate and train staff. Develop and implement programs to improve skills of staff as individuals as well as a group. Assure technical capabilities for field force is consistent with current contractual commitments and market strategy.
• Continuous Recruitment: Promote professionalism and pride in order to attract high-promise human resources. Continually build and maintain a network of contacts. Create a Central Candidate/Source file of potential recruits and sources.
• Systems and Programs: Regularly review operating policies, procedures, and methods and ensure compliance throughout department. Measure effectiveness of existing programs, identify problems or weaknesses, and recommend new methods or corrective action.