Management, Operations Management, Project & Program Management

Who Staffing is looking for a Service Operations Manager for a fulltime, direct hire opportunity with our client in Gaithersburg, MD.

Our client is looking for a Service Operations Manager to assume a role of leadership and ultimate accountability for all aspects of the Service Department for day-to-day operations as well as development and implementation of department-wide systems and policies to facilitate those operations.

• 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.
• Track service staff throughout the day using gps system
• Manage the schedule when team member callouts occur
• Manage dispatch assignments to appropriate technicians or weekly technician efficiently
• Ensure dispatches are managed efficiently
• Ensure teams are assisting others when needed as it makes for company productivity and efficiency
• Debrief with service techs at end of day
• Verify follow-up and return work is scheduled

• Identifying and hiring or promoting the appropriate person to fill a job vacancy
• Interviewing potential candidates for a job vacancy
• Perform background checks and follow hiring processes adhering to company guidelines
• Identifying personnel that are not meeting job performance expectations and terminating their positions
• Manage team spiffs, incentives and goals
• Training, mentor, coach and supervise team to improve employee performance and productivity
• Coaching- continuously work with employees to encourage personal and professional growth (Sales, communication, consistency, field process and technical skills)
• Create, Facilitate and implement training programs and calendars
• Field coaching, mentor, teaching as needed for continuous company growth and team growth
• Set expectations for technicians and Jr. Technicians
• Mentor and teach—How to identify problems, How to fix/repair, How to identify other areas of concerns, How to identify safety issues, when to red tag equipment/suspend use of equipment, teach troubleshooting techniques and all equipment installations, teach proper use of field equipment
• How to best communicate with customers and exceed customer expectations and satisfaction
• Teach technicians and tech assistant how to use, care, maintain and fix company provided equipment (i.e. blowers, trash pumps, test kits, battery, power vac, drills)
• Safety training
• Truck safety
• Chemical handling
• Equipment and tool safety

• 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

• Supervise and direct employees to maximize productivity
• Create and Implement systems to improve or maintain productivity goals
• Manage teams’ consistencies and lack of as they pertain to productivity and sales goals
• Ensure techs have the right tools to do their work efficiently and professionally

• Act as a resource to department and company personnel regarding technical questions
• Perform advance troubleshooting when necessary

• Supervise department personnel to ensure that customer and company expectations are being met (Follow up with tech and customer)
• Schedule and non-scheduled ride along with technicians
• Assists teams when and as needed
• Advising teams on field proficiency and efficiency
• Check on quality control
• Meet with customers when and as needed to ensure teams are adhering to company policies and expectations
• Communicate and mentor customers as needed
• 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…