Triple Service Inc Hiring for Operations Manager Plumbing, HVAC Job at Mendota, IL Full Time

Director of Operations

I. Job Summary

The Director of Operations shall:

1. Own and hit/exceed Service Department Sales & Profitability Targets

2. Provide service that exceeds customer expectations

3. Provide leadership and direction to the Service Department & Team

4. Develop and execute strategic and tactical plans to achieve KPI targets and to expand the company’s customer base

5. Build and maintain strong, long-lasting customer relationships

6. Partner with customers to understand their needs and objectives

7. Effectively communicate the Sample Service Company value proposition and Core Values statements

II. Essential Roles and Responsibilities
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned as needed.

1. Lead and manage daily requirements and responsibilities of Service Department

2. Provide oversight to Leadership Team in ensuring adherence and compliance with all company policies, procedures, and processes including Core Values, attendance, performance & service standards, ethics, etc.

3. Achieve revenue, and gross-profit plans by implementing tactics, strategies and standardized processes as approved by Owners

4. Establish group and individual Performance Objectives for all Field Leadership and Team Members

5. Manage Field Leads to ensure all client work order and completion verification processes are in full compliance

6. Provide oversight and coaching to Service Center Managers as regards sales, technical & customer service performance and ensure corrective action to correct any shortfall or weakness is implemented and documented

7. Collaborate with and assist Owners and other Departmental Managers in planning and ensuring achievement of Company Objectives

III. Supportive Roles and Responsibilities
1. Ensure development and full implementation of field action (sales, technical & customer service) plans

2. Monitor and assess the performance of all Field Leaders with respect to company objectives and Performance Standards

3. Maintains Service Department Staff to established budget/complement by overseeing and

Director of Operations

participating in the recruiting, selection, orientation, training, and development of employees

4. Assure weekly staff work schedules are set to ensure full coverage in all departments.

5. Assess and resolve client escalated service issues and concerns in a professional demeanor in conjunction with other Departments, as needed

6. Mentor, develop, and provide leadership by example and direction to the Service Department team

7. Adjust sales pricing as/if necessary, on a case-by-case basis following established company guidelines

8. Maintain an adequate and accurate inventory control of vehicles and equipment

9. Collaborate with Sales, Marketing, & Operations Departments to ensure consistent and proportionate generation of qualified leads for Install and Service (cross-trade) sales opportunities

10. Monitor and manage compensation and bonus performance for all team members

11. Support the Field Leaders in driving improved performance through the Mentor program

12. Prepare and deliver periodic Employee Performance Appraisals for all as per company standards

13. Gain and maintain a minimum level of professional and technical knowledge in order to provide accurate and effective instruction of staff and WOW customer satisfaction

14. Design and implement workflows and processes/procedures to achieve efficient use of staffing resources while maintaining service quality on an inter-Departmental basis

15. Develop procedures and appropriate training to improve operational support and reporting.

16. Drive Field Leaders to monitor and resolve customer issues and accomplish objectives without escalation using Company values, standards, and processes

17. Prepare and communicate status and performance reports to staff and other management teams

IV. Supervisory Responsibilities
The highest level of supervisory skills required in this job is the management of technical and trade employees. This position currently has the following direct reports, but does serve as a coach and mentor for other positions

1. Office Managers

2. Mentor Team Leader

V. Qualifications
The requirements listed below are representative of the qualifications necessary to perform the job.

Director of Operations

A. Education and Experience

1. 2+ years Technical (customer facing) Home Service experience

2. 2+ years Management experience (services not required but preferred)

3. 2+ years Customer Service experience (services not required but preferred)

4. High School Diploma

5. Formal Sales Training (Preferred)

B. Certificates, Licenses, Registrations or Other Requirements

1. None required

C. Knowledge, Skills or Abilities Required

1. Customer focus

2. Strong oral and verbal communication

3. Relationship building

4. Numerical abilities to manage pricing, performance measurements, reports etc.

5. Ability to develop Sales, Staffing, and Training Plans & Programs

6. Coaching & motivation skills

7. Computer and associated software literacy

8. Deep understanding of company policies, processes and procedures as relates to the Service Center, Service Center personnel, and inter-Departmental work requirements

VI. Performance Standards

1. Achievement of Sales (Revenue) objectives

2. Achievement of profitability objectives

3. Attainment of WOW Customer Satisfaction level for Service Department

4. Control of Cancelled Appointments & Callbacks

5. Achievement of minimum staffing levels with respect to budgeted headcount

6. Efficient use of company resources (headcount, trucks, equipment, etc.)

7. Development of promotable candidates to fill Company’s growth needs

Job Type: Full-time

Pay: $70,000.00 – $95,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Mendota, IL 61342: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location