Service Manager

Overview

The JF Petroleum Group stands as a premier leader in the North American fueling infrastructure industry, offering comprehensive turn‑key solutions for distribution, construction, and service needs. We serve a diverse clientele including retail fueling stations, commercial and government fleets, and emergency power customers.

The Service Manager leads a team of Service Technicians & Heavy Maintenance Technicians in delivering high quality & efficient service to customers while assuring profitability commitments are achieved.

• The service manager is responsible for executing the company’s behavior-based safety program in their branch. This includes assuring all technicians are adequately trained and equipped to perform their job duties safely each day. The service manager monitors leading indicators of workplace safety (including employee safety interactions, site safety inspections and jobsite hazard analyses) to assure that each employee is focused on elimination of unsafe conditions and prevention of unsafe acts.

• The service manager is responsible for assuring adequate staff is deployed to support the delivery of break-fix service and projects (including heavy maintenance & equipment installations/rollouts). This includes engaging with their Service Director and the Human Resources department in recruiting, hiring, retention, employee development and performance management. The service manager shall assure employee technical proficiency is maintained through active monitoring of service quality & customer satisfaction, and through engagement with the Service Training and Technical Services teams.

• Through direct supervision of technicians and close collaboration with their Dispatcher, the service manager shall oversee branch activities on break-fix and project work to assure that each is performed efficiently and in accordance with customer quality expectations.
• The service manager participates directly in planning new equipment installations, often in coordination with their service director, project manager, national service accounts and/or their regional salesperson. In addition to new equipment installations, other assigned service projects will occur that will require the Service Manager to lead and coordinate project fulfillment based on timeliness, quality and efficiency.
• In collaboration with regional salespeople, the service manager assures transparent & timely communication with key customers and acts as an escalation point when needed for resolving customer issues.

• The Service Manager is responsible for the profitability of the service department of the designated branch. They manage service operations in the branch to assure efficiency and achievement of budgeted margins. Since efficient operation of the service branches is heavily dependent on the support of the Customer Care Center and service dispatch, the service manager works closely with the CCC and Dispatch to assure that work orders are created accurately, and technician dispatch is conducted effectively.
  
  The Service Manager monitors service billing throughput and quality to assure service invoicing supports branch billing objectives.

• Schedule and facilitate monthly safety meetings with technicians.
• Complete targeted number of safety interactions with technicians.
• Prioritize service technician retention and recruitment to maintain capacity to support customer’s break-fix and project requests. Provide candidate leads to corporate recruiters.
• Monitor technician performance and adherence to company policies. Apply progressive discipline when warranted for attendance issues and other violations of company policy.
• Manage technician training and manufacturer certifications, in coordination with service training department. Oversee development & validation of technician skills to advance their tech level.
• Coach/mentor technicians to develop their customer service skills, teamwork & leadership attributes. Identify and develop candidates for lead tech roles and future service managers.
• Observe branch/technician morale and take action to assure favorable employee…