Service Manager

GEM Plumbing & Heating is a growing company that has been recognized for setting the standard for excellence in on-time high quality and friendly customer service. Here at GEM we provide career opportunities to master your craft earn competitive wages and make a real difference in the lives of our customers and our community.

Summary:

As Service Manager you will be responsible for overseeing and managing the daily operations of your department. Ensuring that services are delivered efficiently meet quality standards and satisfy customer needs. You will lead a team of employees ensure exceptional customer service meet budget goals and drive operational excellence at the department level.

Essential Job Functions

All essential job functions are to adhere to The Company standards.

• Team Leadership:
• Hire train and supervise department staff.
• Provide guidance coaching and support to team members.
• Set performance targets and conduct regular performance evaluations.
• Monitor project progress and address any issues or delays.
• Budget Management:
• Monitor financial performance and manage the departments budget accordingly.
• Monitor expenses labor hours and revenue making adjustments as needed.
• Identify opportunities for cost savings or revenue growth.
• Customer Service:
• Ensure excellent customer service and satisfaction.
• Handle customer inquiries complaints and escalations as needed.
• Adhere to The Companys customer service standards and protocols.
• Continuous Improvement & Compliance:
  • Identify areas for process improvement develop solutions and work with upper management to implement changes to increase efficiency and customer satisfaction.
  • Stay updated on industry trends technologies and best practices.
  • Collaborating with other departments.
  • Ensure that all service activities comply with relevant laws regulations and safety standards.
  • Follow and maintain The Company safety protocols.
  • Managing callbacks by determining the events or conditions that trigger callbacks whether its a user action system event or specific data condition and identify the corrective actions to reduce future call backs.
• Strategic Initiatives:
  • Analyze market trends and competitor activities to identify business opportunities
  • Utilize data analytics to monitor key performance indicators (KPIs) track progress and provide regular reports to executive management
  • Identify and analyze cost drivers and trends impacting profitability of your department
  • Provide reports on department performance for upper management as requested/needed.
  • Remain involved with The Company as a whole by attend and hosting team meetings weekly monthly and quarterly.
• Project Planning:
  • Collaborate with sales and customer service and/or coordinator teams to understand project requirements.
  • Create detailed installation plans including timelines resource allocation and budget estimates.
  • Ensure all necessary equipment materials and resources are available for each project.

Required Skills and Experience

• Bachelors Degree or equivalent years of experience in the trade industry
• 10 years of experience in the trade industry
• Strong knowledge of systems local codes and best practices.
• Proficiency in project management methodologies including planning budgeting and resource allocation.
• Excellent leadership communication and negotiation skills.
• Problem-solving and decision-making abilities.
• Familiarity with safety standards and regulations.

GEM Plumbing & Heating is an Equal Opportunity Employer: Race Color Religion Sex Sexual Orientation Gender Identity National Origin Age Genetic Information Disability Protected Veteran Status or any other legally protected group status.

Required Experience:

Manager