1. Oversee Service Operations (70%)
· Manage the administrative and operational functions of the Service Department, ensuring efficient and effective operations.
· Drive total revenue and margin for services by ensuring service projects are completed safely, in accordance with company quality standards, on time, and within budget.
· Ensure timely invoicing to support customer satisfaction and company goals.
· Analyze service productivity and profitability, recommending and implementing changes to improve efficiency, customer satisfaction, and financial performance.
· Ensure compliance with customer policies and standards, company policies, industry standards and regulations, and recommend changes.
2. Team Leadership and Development (10%):
· Collaborate with HR and the leadership teams to recruit, develop, and retain service talent.
· Conduct regular team check-ins and one-on-ones.
· Conduct annual performance reviews and scheduled check-ins with direct reports.
· Facilitate development and career growth opportunities for staff.
3. Service Strategy Implementing (5%)
· Implement regional vision and strategic plans for the service department in collaboration with the regional sales personnel and leadership teams, aligning with the overall company objectives.
· Exemplify a deep understanding of the company’s policies, products, services, and competitive offerings.
· Research and understand regional customers, markets, products, and services.
· Communicate the company’s service strategy to the service and sales team, ensuring alignment with company goals and operational excellence.
· Review and communicate service reports for targets, pipelines, and forecasting with the Director of Service.
4. Customer Communication and Relationship Management (5%)
· Promote customer satisfaction by collaborating with the sales team and maintaining proactive communication with customers.
· Proactively address customer concerns and issues to foster long-term relationships.
5. Inventory and Resource Management (5%):
· Ensure adequate inventory of tools, vehicles, and resources for productive service operations.
· Collaborate with other service locations to optimize technician and resource utilization.
· Implement and support systems to manage stock of minor materials and non-inventory consumables.
6. Other Duties as Assigned (5%)
· Perform other duties as required.
· Keep current on company platforms, training, expenses, and calendars.
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