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.

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.

All essential job functions are to adhere to GEM 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 department's 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 Company's 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 it's 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.

• Bachelor's Degree or equivalent years of experience in the trade industry
• 7- 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.