Service Operations Manager

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Job Description:

Job title:

Service Operations Manager

Location:

Livermore, CA

Reports to:

Senior Operations Manager

Compensation:

$120,000-$130,000 base plus VC

Summary of the position:

The Service Operations Manager’s core responsibility is to the HAC service administration team, including service quoting, service technician scheduling, parts staging, service work order invoicing, rental commissioning, warranty processing, PM agreement quoting and administration. The role includes managing a team of service coordinators, service order processing, warranty administration and service invoicing.  Service Operations will include customer survey responses and follow-up calls for service jobs to ensure we have met our customers’ needs.  Also responsible for technician utilization goals and gross margin target level achievement.  This position works in cooperation with the Field Service Manager in implementing and managing the HAC’s service procedures. The candidate should exhibit dynamic leadership and communication skills with an emphasis on team building and customer engagement.

Duties and responsibilities:

• High Level Business Objectives:

  • Work with Field Service Manager to develop a market strategy aimed toward account retention and services growth in the region.

  • Coordinate with General Manager on select activities/initiatives to improve the customer experience and improve store profitability.

  • Develop a team of highly knowledgeable and motivated Inside Service Support members and assist in them achieving their personal and professional goals.

• Service Operations Leadership:

  • Work with Field Service Manager to facilitate a plan to always provide reliable 24-hour emergency service support for our customer base.

  • Identify potential candidates and work with HR to bring them to the company to enhance the team and meet the objectives of the company.

  • Assess performance of inside service support personnel.

  • Ensure that all customers are responded to in a timely manner regarding requests for service, service agreement visits, service quotations and site generated questions.

  • Ensure all service support personnel have a working knowledge of all computer programs supplied by the company to fulfill the responsibilities assigned to them.

  • Target a technician labor billable ratio level which matches company goals.

  • Maintain technician staffing at appropriate levels for business requirements.

  • Ensure that the order cycle time levels are consistent with company goals and invoices are processed accurately and timely.

  • Responsible for professionalism of inside service staff.

• Compliance/Miscellaneous:

  • Work with EHS Manager to ensure compliance of EH&S policies in accordance with organizational and local requirements.

  • Maintain a clean, safe, working environment.

  • Travel as required to drive business activities if multi-branch support is required. (100% in office)

Demonstrate flexibility/teamwork as additional items will be required to help grow the business.

Education:

• Associate degree Preferred but not required.

• Technical Training/Certifications in the compressed air industry is a plus.

• High School Diploma Required

Position Requirements:

• Five years’ service management experience in the compressed air industry (preferred), HVAC, industrial equipment, forklifts, or construction equipment.

• Proven leadership experience with strong written and verbal communication.

• Strong understanding of Microsoft office suite.

• Experience with SAP brand ERP systems a plus.

• Must be able to perform all functions of direct reports.

Direct Reports:

• Service Coordinators

The successful candidate is responsible for complying with Hitachi’s Code of Ethics and related policies. In performing the job, the incumbent shall take all steps necessary to comply with our safety rules and requirements and must actively support the organization's efforts to meet and exceed its goals of creating and maintaining a safe workplace.

This description is to serve as a guide. It is intended to be flexible and will continue to evolve over time with business needs and demands and may be updated periodically and at the Company's discretion.