Responsibilities/Duties:
-Customer and Staff Relations:
-Build and maintain rapport and positive working relations with field, office, and other management personnel to resolve problems and exploit opportunities while maximizing profits.
-Customer relations, maintain equipment inventory database, execute maintenance/repair warranty, and start up scopes.
-Practice and enforce company policies and procedures both departmentally and globally as it relates to HR matters.
-Delegate and organize work of others by position description and procedures; Effectively audit performance of staff and follow-up.
-Develop and maintain workflow processes as they relate to dispatch and coordination, and field craft.
-Recommend appropriate personnel actions (i.e., hiring, dismissals, promotions, compensation, etc.).
-Visiting customers to ensure customer experience is meeting expectations.
-Forming focus groups, collaborating with customer service personnel in implementing benchmarking best practices, analyzing information and applications.
-Improves customer service quality results by studying, evaluating, and re-designing processes.
-Establish communication service metrics, monitoring and analyzing results, and implementing positive, safe, and profitable changes.
-Work with dispatch/sales to contact and defuse customer complaints.
-Dispatch Support: Work with dispatcher(s) to implement office procedures and ensure we are meeting customer needs in a timely and efficient manner.
-Motivate and train Service administrative staff. Develop and implement programs to improve individual growth as well as group skills. Research and recommend outside training opportunities by job role.

Account Management:
-Conduct regular meetings with customers in coordination with Sales Director and assigned salesperson.
-Help determine priority levels to properly staff our customers’ needs.
-Help monitor workloads and report to executive management on needs of administrative staff.

Execution Management:
-Direct field operations team to ensure all maintenance performed on customer owned equipment is tracked by date, costed correctly and specific requirements as set forth in contracts and/or agreements are met.
-Train, direct, and evaluate staff in providing materials, directions, tools, and logistical support to the field personnel to maximize output per hour.
-Motivate staff and maintain high morale. Instruct and direct staff to properly control labor costs. Redeem job level gross profit objectives.
-Continuously recruit qualified technicians. Promote professionalism, proficiency in craft & pride to continually build and maintain a network of technicians with the Service Manager keeping a source file of potential recruits.
-Contract Escalation- Work with the Sales team on the following
-Know the Customer and understand market forces to effectively assist in selling new maintenance agreements, price escalations and customer retention.
-Identify and promptly respond to customers considering cancellation and develop and implement a well-researched retention plan.
-Maintain working knowledge of customer properties and contract terms and conditions; Work with General Manager to ensure all accounts are profitable, efficient, and satisfactorily complete.
-Produce proper maintenance checklist in Field Software.

Time Management:
-Able to plan and efficiently schedule appointments and manage personal time to assure maximum productivity.

Technical Knowledge:
-Maintain extensive skills in, routine maintenance procedures.
-Sufficiently understand mechanical systems to accurately appraise and inventory, system components.
-Evaluate general conditions and recommend the best maintenance program.
-Strong database and computer skills including but not limited to, MS Word, Excel, Power Point, Timberline, Tech Tool, and Service Estimator/Management.

Survey and Pricing:
-Able to interpret contracts, equipment inventories and site conditions.
-Assist in scoping and pricing of Maintenance Agreement cost estimates, according to labor and material requirements using company pricing policies, with structure guidance of higher-level management.
-Recognize project opportunities and share with Sales Director to coordinate potential new business opportunities.
-Large and Special Project Support:
-Provide support for any start up on special, install and capital projects as requested. Maneuverer manpower between service needs and small service projects as well as mechanical division to meet all schedules on time and within budget for the better good of the entire operation.

Company Relations- Documentation & Company Compliance:
-In a timely fashion, prepare complete clear and concise reports, proposals booking packets, and other required company paperwork.
-Maintain written supportive information relative to delays, changes, special conditions, and schedules.
-Update job knowledge by participating in and identifying for direct reports educational opportunities.
-Reading and relaying the content of professional publications, maintaining personal networks, as well as occasionally participating in professional organizations.
-Prepare complete, clear, and concise reports, proposals, and required company paperwork; Train, direct, and evaluate staff in the preparation of prompt, clear, concise, and complete paperwork and documentation. Audit proposals, job packages, and company paperwork to assure quality.
-30-hour OSHA is recommended and encouraged for supervisors.
-Encourage and enforce safety policies.
-Provide discipline or praise as needed to Service Technicians to enhance the overall productivity /attitude / morale.
-Monitor field paperwork for accuracy-Hire / praise / discipline / terminate Service Technicians when necessary.
-Continue to monitor financial performance against plan monthly and annual goals. Take necessary action to resolve deficiencies.