Service Manager

A growing pool services company in Montgomery County is looking for an experienced Service Manager to help them go to the next level. This role manages of staff of 12-15, and is responsible for all service related matters for their customer base in the Montgomery and Howard Counties.

• Day to Day team Supervision
• Supervise service department office and field staff as needed
• Facilitate departure of service Field team in timely and efficient manner
• Continuously check/walk around company trucks to assist with inventory control and truck safety checks.
• Manage dispatch assignments to appropriate technicians or weekly technician efficiently
• Ensure dispatches are managed efficiently
• Debrief with service techs at end of day
• Verify follow-up and return work is scheduled
• Hiring/Firing/Promotions
• Manage team spiffs, incentives and goals
• Create, Facilitate and implement training programs and calendars
• Truck safety
• Chemical handling
• Equipment and tool safety
• Performance reviews
• Provide bi-annual formal appraisal of job performance that also identifies areas that may need improvement and areas of personal professional growth development
• Create and constantly modify performance expectations of team members as it relates to their responsibilities and their growth.
• Perform follow-up reviews to monitor achievement towards personal and professional goals
• Provide both reinforcing and corrective feedback to employees regarding their performances on a regular basis
• Quality assurance
• Supervise department personnel to ensure that customer and company expectations are being met (Follow up with tech and customer)
• Meet with customers when and as needed to ensure teams are adhering to company policies and expectations
• Create and Implement systems to verify field performance
• Resolve customer concerns, confusions and complaints (C-3 issues) in a timely and responsive manner
• Act as a resource to consumers for technical information
• Ensure customer phone calls and emails are being responded to in timely fashion
• Create and execute on a customer follow-up system as needed (stay in communication with customers on progress of project, sales/lead follow-up, etc.)
• Ensure technicians communicate/ follow-up with customers when requests have been made
• Ensure customer leads and quotes are written and emailed in a timely fashion
• Work with Service Writer/scheduler to utilize personnel as appropriate
• Track and Keep equipment in proper working condition
• Purchase equipment, electrical, other supplies when necessary
• Assist with the day-to-day inventory for the service team (transfers and process)
• Be involved in truck and facility wide inventory and Seasonal truck stocks
• Update and maintain seasonal min/max truck levels
• Maintain communication within and between department(s)
• Keep department personnel up to date on company-wide and department-wide expectations, promotions, policy changes, procedures and other relevant information
• Brief other departments on relevant information regarding service department
• Gather information from other departments to facilitate achievement of company-wide and department-wide goals
• Fleet Maintenance – Service Department
• Arrange for routine and special maintenance
• Maintain documentation for vehicle service and repair
• Vision/Mission implementation
• Implement programs and procedures that will facilitate the achievement of the company-wide Vision and Mission.