Position Summary:
Responsible for managing the day to day operations of a busy service department.
Essential Duties and Responsibilities:
- Confers with schedulers to verify that jobs are scheduled and completed in a timely manner.
- Interacts with employees and customers in response to their concerns and questions
- Supervises, trains and motivates staff.
- Provides technical advice, support and coaching to staff.
- Develops clear and concise goals for staff and division.
- Conducts staff meetings, safety inspections and monthly feedback meetings with technicians.
- Monitors job profitability, productivity and accuracy by reviewing sales orders, inspection reports, deletes and dispatch board.
- Review completed technician schedules and communicate with all stakeholders on equipment, safety training and other important information needed for job.
- Manages tools, supplies and inventory.
- Fills in for schedulers and technicians as needed.
- Ensures compliance with company safety procedures.
- Implements programs, plans and processes to meet division goals, revenue and profitability.
- Initiate first day of the month open order reports and examine for delinquent work orders.
- Attend weekly job close out meetings.
- Process monthly open order reports to determine delinquent work orders.
- Conducts staff reviews and manages attendance records
- Investigates, documents and control all damage reimbursement expenses.
- Administers and oversees compliance with company policies and procedures.
- Conducts on site quality control inspections.
The above duties are not to be considered a complete list of duties and responsibilities assigned to this position.
Competencies:
To perform the work successfully, an individual should demonstrate the following competencies:
Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Interpersonal Skills – Focuses on solving conflict, not blaming; Listens to others without interrupting; Keeps emotions under control.
Oral & Written Communication – Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions. Writes clearly and informatively.
Teamwork – Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Able to build morale and group commitments to goals and objectives; Supports everyone’s efforts to succeed.
Change Management – Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results.
Leadership – Inspires and motivates others to perform well; effectively influences actions and opinions of others; Accepts feedback from others.
Managing People – Includes staff in planning, decision-making, facilitating and process improvement; takes responsibility for subordinates’ activities; Makes self available to staff; Provides regular performance feedback; Develops subordinates’ skills and encourages growth; Solicits and applies customer feedback (internal and external); Improves processes, products and services.
Cost Consciousness – Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.
Judgment – Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Organizes or schedules other people and their tasks.
Adaptability – Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
Pre-Employment / Employment Requirements:
Clear PA Criminal Record Check (ACT 34)
Clear Federal Criminal History Check (ACT 114)
Clear Child Abuse History Clearance (ACT 151)
Approved Drug & Alcohol Screen Results
Other Skills and Abilities:
Mechanical ability with knowledge of commercial/industrial piping and plumbing.
Comfortable with heights and working on ladders or lifts.
Ability to read and comprehend appropriate NFPA standards.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this position, the employee is regularly required to walk, stand, sit, listen and hear. The employee must occasionally be required to use hands to finger, handle or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch or crawl. The employee may occasionally lift up to 75 pounds.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee may be occasionally exposed to wet/humid conditions; moving mechanical parts; high, precarious places; fumes or airborne particles; outside weather conditions; extreme heat, cold and risk of electrical shock. The noise level in the work environment is usually quiet to moderate
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience:
High school diploma or general education degree (GED). Management experience preferred.
Language Skills:
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Mathematical Skills:
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Ability to add, subtract, multiply and divide in all units of measure.
Reasoning Ability:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Certificates, Licenses, Registrations:
Valid Driver’s License in state of residence; clear of any major infractures for a 3-year period.
Maintain company selected manufacturer’s trainings. Valid NICET certification in Inspection/Testing of Water Based Systems and Backflow Certification.
