Business Support Manager

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Full Time Indirect Mountlake Terrace, WA, US

4 days ago Requisition

Salary Range: $95,000.00 To $ Annually

Job Title :
Business Support Manager

Location :
On-Site, Mountlake Terrace, WA

Reports
To
:
General Manager

Since 1977, Fischer has built a reputation for delivering exceptional plumbing, restoration, electrical, and HVAC services throughout Snohomish and King County. Built on a foundation of integrity, accountability, communication, respect, competence, and safety, Fischer continues to grow by investing in exceptional people, operational excellence, and an unmatched customer experience.

Position Summary:

The Business Support Manager (BSM) is responsible for leading day-to-day business support operations across customer service, dispatch, administrative support, billing coordination, purchasing, warehouse, fleet, logistics, and field support functions.

This role serves as the operational bridge between office and field teams, ensuring exceptional customer experiences, efficient scheduling and technician utilization, strong financial accountability, and alignment across customer service, dispatch, warehouse, fleet, logistics, service, sales, installation, and leadership teams.

The ideal candidate is a hands-on leader who builds high-performing teams, drives operational consistency, improves processes, leverages technology, and creates scalable systems that support continued growth.

Responsibilities:

• Leadership & Team Development
  • Lead, coach, mentor, and develop Customer Service, Dispatch, Administrative Support, Warehouse, Fleet, and Logistics team members while establishing a culture of accountability, collaboration, and operational excellence.
  • Establish clear performance expectations, KPIs, accountability measures, and professional development plans.
  • Conduct performance reviews, coaching conversations, and ongoing employee development.
  • Foster a culture of ownership, accountability, collaboration, and continuous improvement.
  • Remove roadblocks and provide daily support to ensure team success.
• Operational Excellence
  • Oversee daily business support operations including customer service, dispatch, scheduling, purchasing, billing coordination, warehouse, fleet, logistics, and administrative workflows.
  • Ensure efficient order fulfillment from initial customer contact through job completion and closeout.
  • Monitor workflows, identify inefficiencies, and implement scalable process improvements.
  • Develop, document, and maintain standard operating procedures.
  • Partner with leadership to align operational priorities with company growth objectives.
• Customer Operations
  • Ensure an exceptional customer experience across all customer touchpoints.
  • Monitor inbound customer activity, scheduling responsiveness, and service follow-through.
  • Resolve escalated customer concerns in a professional and timely manner.
  • Monitor customer feedback and implement corrective actions as needed.
  • Establish service standards that exceed customer expectations.
• Field Operations Support
  • Partner with Service, Sales, Installation, Warehouse, and Fleet teams to optimize scheduling, routing, technician utilization, and job execution.
  • Ensure seamless communication between office and field personnel.
  • Support technicians with scheduling adjustments, parts coordination, and operational issue resolution.
  • Remove operational bottlenecks that impact customer delivery, technician productivity, or job profitability.
• Warehouse, Fleet, & Logistics Oversight
  • Provide leadership and oversight for warehouse, fleet, inventory, and logistics operations.
  • Ensure technicians have timely access to vehicles, tools, materials, equipment, and job-critical inventory.
  • Partner with field leadership to support technician readiness, job efficiency, and material availability.
  • Oversee vehicle utilization, preventative maintenance scheduling, fuel accountability, registration, licensing, and fleet compliance.
  • Monitor warehouse organization, inventory accuracy, purchasing controls, equipment tracking, and material replenishment.
  • Develop and maintain standard operating procedures for warehouse, fleet, and logistics functions.
  • Identify operational inefficiencies and implement scalable improvements that reduce downtime and improve field productivity.
• Partner with Accounting to support billing accuracy, collections performance, purchasing controls, and financial…