Service Area Manager

Position Summary:

The Service Area Manager will play a pivotal role in overseeing the overall operations of a single branch or branch segment, ensuring the delivery of exceptional service to external and internal clients. The oversight includes managing a team of service professionals, optimizing workflow efficiency, and maintaining high customer service levels. The Service Manager will collaborate with various departments, implement service standards, and spearhead initiatives to enhance overall service quality and site profitability. This role requires strong leadership, strategic planning, and problem-solving skills to drive operational excellence and meet organizational goals.

Essential Job Duties and Responsibilities:

• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Directly supervises associates including interviewing, hiring, and training employees; planning, assigning, and directing work.
• Manage the Master Service Agreements contract conditions related to job scope, exceptions, clarifications, and bill rates, etc.
• Manage customer maintenance schedules including all VSS technicians performing these tasks.
• Appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Manage all VSS pricing per contract and approval of all overrides (SAM only).
• Manage assets appropriately including inventory.
• Manage P & L for all site(s) in area of responsibility.
• Contributes to the development of Area budgets and forecasts.
• Monitor branch performance through working of daily, weekly, monthly required reports.
• Provide monthly and quarterly performance reports.
• Ensures compliance to all KPI Goals.
• Ensures adherence to all VSS pricing & Freight policies.
• Work with Sales and other business segments to implement strategic initiatives.
• Awareness of proposals tied to large project and TA development.

Customer Relations

• Resolve customer complaints in a through and timely manner.
• Monitor and ensure proper setup and follow through on all new accounts.
• Ensures adequate and timely billing of customer orders.
• Ensures timely resolution of Accounts Receivable disputes.

Personnel Management

• Develops associate's skills and encourages technical expertise.
• Responsible for all related site and technical safety related requirements.
• Responsible for implementation and adherence to new policies and procedures.
• Ensure branch conformance with all quality initiatives and SOP compliance.
• Ensure succession planning is completed where and when required.
• Reinforce all company policies and procedures.
• Provide training on required legacy system(s).
• Coordinate monthly meetings with Market Manager and/or Sales Team.
• Conduct annual performance of all direct reports.
• Conduct periodic audits on technician inspections and billing documentation, safe work practices and job specific duties.
• Conduct periodic audits on vehicle inspections, housekeeping, equipment & tool inspections.
• Manage required Monthly VSS Technician Safety Training schedule to verify completion

Staff Management Responsibilities:

Direct management of a department, section, unit or group involving responsibility for results in terms of cost, methods and personnel. Full accountability for hiring, discipline, discharge, performance appraisals, salary administration, etc.

Job Qualifications:

Education and/or Experience:

• High school diploma or GED
• Three to five years technical service/sales and supervisory experience and/or training; or
• An equivalent combination of education and experience i.e., Technical School.

Requirements:

• Ability to read and interpret documents such as training instructions, operating and maintenance instructions, procedure manuals and customer contracts. Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of an organization. Ability to interface in a customer responsive manner over the telephone and in person. Able to handle difficult customer situations with diplomacy.
• Ability to deal with problems involving several concrete variables in standardized situations.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situation.
• The individual must be entrepreneurial, assertive and possess the experience, skills, and attitude to be able to achieve the company's market share/revenue goals.

Work Environment & Physical Demands:

Reasonable accommodations will be evaluated and may be implemented to enable individuals with disabilities to perform essential functions of this position.

• This job operates in a professional office environment and routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, etc.
• Long periods of time working on a computer and performing repetitive key-boarding activities; must be able to remain in a stationary position 50% of the time, much of the time viewing a computer screen.
• Long periods of time performing work over the phone.
• Frequently required to sit and/or stand.
• May be required to lift and/or move up to 10 pounds frequently and up to 25 pounds occasionally Occasional evening and weekend work may be required as job duties demand and may include little to no advanced notice.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
• May be required to handle hazardous materials and wear various forms of protective equipment (shoes, gloves, protective eyewear, etc.).

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