Service Manager

SERVICE OPERATIONS MANAGER A growing pool services company in Montgomery County is looking for an experienced Service Manager to help them go to the next level. This role manages of staff of 12-15, and is responsible for all service related matters for their customer base in the Montgomery and Howard Counties.Day to Day team SupervisionSupervise service department office and field staff as neededFacilitate departure of service Field team in timely and efficient mannerContinuously check/walk around company trucks to assist with inventory control and truck safety checks.Manage dispatch assignments to appropriate technicians or weekly technician efficientlyEnsure dispatches are managed efficientlyDebrief with service techs at end of dayVerify follow-up and return work is scheduledHiring/Firing/PromotionsManage team spiffs, incentives and goalsTraining & continuous mentoringCreate, Facilitate and implement training programs and calendarsTruck safetyChemical handlingEquipment and tool safetyPerformance reviewsProvide bi-annual formal appraisal of job performance that also identifies areas that may need improvement and areas of personal professional growth developmentCreate and constantly modify performance expectations of team members as it relates to their responsibilities and their growth.Perform follow-up reviews to monitor achievement towards personal and professional goalsProvide both reinforcing and corrective feedback to employees regarding their performances on a regular basisQuality assuranceSupervise department personnel to ensure that customer and company expectations are being met (Follow up with tech and customer)Meet with customers when and as needed to ensure teams are adhering to company policies and expectationsCreate and Implement systems to verify field performanceCustomer service representative/complaint handlingResolve customer concerns, confusions and complaints (C-3 issues) in a timely and responsive mannerAct as a resource to consumers for technical informationEnsure customer phone calls and emails are being responded to in timely fashionCreate and execute on a customer follow-up system as needed (stay in communication with customers on progress of project, sales/lead follow-up, etc.)Ensure technicians communicate/ follow-up with customers when requests have been madeEnsure customer leads and quotes are written and emailed in a timely fashionWork with Service Writer/scheduler to utilize personnel as appropriateTrack and Keep equipment in proper working conditionPurchase equipment, electrical, other supplies when necessaryMonitor special orders for service departmentAssist with the day-to-day inventory for the service team (transfers and process)Be involved in truck and facility wide inventory and Seasonal truck stocksUpdate and maintain seasonal min/max truck levelsMaintain communication within and between department(s)Keep department personnel up to date on company-wide and department-wide expectations, promotions, policy changes, procedures and other relevant informationBrief other departments on relevant information regarding service departmentGather information from other departments to facilitate achievement of company-wide and department-wide goalsFleet Maintenance – Service DepartmentArrange for routine and special maintenanceMaintain documentation for vehicle service and repairVision/Mission implementationImplement programs and procedures that will facilitate the achievement of the company-wide Vision and Mission.