Service / Field Manager

General Skills and Training

• Must have a classification of at least a Journeyman.
• Must have a basic knowledge of job costing & profit margins.
• Must have very good writing, communication, and organizational skills.
• Must have very good “people” and leadership skills.
• Must have an exceptional understanding and knowledge of all company policies as well as all related procedures and systems.
• Must possess superior communication and diplomacy skills necessary to successfully resolve any customer complaint or concern about our work.

Responsibilities

• Carry out the duties assigned by the General Manager or Owner.
• Operate and manage the Service Department with pre-determined goals for sales production, labor expenses, materials expenses and Gross Profit.
• Supervise Field Supervisors and Service Technicians, ensuring they handle service calls in a professional and efficient manner and that technical standards are met; track Field Supervisor and Technician Productivity reports on a daily, weekly and monthly basis; provide guidance and leadership to all service personnel in daily activities including, goals, technical assistance, and customer service.
• Share expertise with all field personnel for mutual benefit and growth. Provide technical and sales assistance by phone or on-site as needed.
• Commit to involving customers in the Member program and offering training to all field personnel to assist in improving their sales skills.
• Enforce the company dress code, customer relations’ procedures as well as all other related systems and procedures.
• Set an excellent example for all of your co workers to follow with particular emphasis on other Service Technicians.
• Work with the Dispatchers to resolve issues with Service Technicians and help with Customer Service failures.
• Perform ride-alongs with technicians on a monthly basis, focusing on technicians indicated by the Field Supervisors and through results of Daily Productivity reports. Train and coach Field Supervisors, and Service Technicians as required to improve all aspects of performance including safety, technical skill, customer service, and selling skills.
• Provide weekly training through videos and exercises to reinforce the value of the training and help the technicians understand the company’s level of service expectations. Training will focus on production goals, home inspections, sales, customer service, and technical skills.
• Obey and teach the Team Rules and Team Philosophy.