The Service Manager works closely with the Construction Department to meet and exceed customer needs and expectations. The Service Manager is responsible for making the best possible financial decisions while keeping the company's mission statement and financial health at the forefront of the decision-making process.
Duties and Responsibilities: • Quote and sell service jobs and Service Agreements. • Ensure consistency, standardization and accuracy on the work products provided by the Service Department. • Work with the Director of Service to strategically grow the Service Division in revenue, profit margin and services offered. • Stay abreast of the latest industry compliance requirements and codes. • Facilitate communication and planning with the Construction Department to ensure that pump down and system commissioning's are performed efficiently, effectively and safely. • Verify that pump down procedures are written and reviewed in a timely manner. • Ensure that Technicians have the have the appropriate tools, PPE, and information for the work being performed. • Ensure that all service documentation required is delivered in a professional and timely manner. • Identify and recruit new technicians from Local 290, competitors, and other sources. • Generate sales, estimates and proposals from new and existing customers. • Interface with customers and develop solutions to address their needs and requests. • Develop partnerships with customers by setting and holding personnel accountable to keeping achievable commitment dates, understanding customers' product, requirements, and style of operating. • Coach team members in how to develop and sustain customer partnerships. Make our customers' vision/mission/goals, ours as well. • Coach and hold team members accountable for effective communication and interaction with internal and external customers.
Personnel Coaching • Build a team of well qualified and trained professionals, help team members to realize their potential and understand prospective careers paths. • Champion and direct continuous learning and improvement in all Service department-related functions. • Work with Human Resources and Safety in ensuring compliance with company policy and safety standards. • Promote an internal partnership/team with other departments and divisions assisting in breaking down the invisible segregation barrier. • Create a positive team atmosphere by modeling and promoting teamwork, diversity, cooperation, communication, professionalism, and respectful mannerisms among all team members, and hold team members accountable to do the same. • Follow performance management guidelines to define performance and development objectives for assigned employees. • Ensure all assigned team members understand systematic problem-solving methods. • Create and maintain a professional environment while providing daily leadership. • Maintain budget and financial wellbeing of the department. • Resolve conflicts. • Field and address customer complaints. • Collaborate with the Corporate Coordinating Manager to oversee billing and ensure that it is completed in a timely and efficient manner. • Responsible for tracking the training progress of each technician to ensure that quarterly training goals are met. • Oversight of the Apprenticeship Training program, responsible for selection of candidates in partnership with HR and Director of Service. Ensure that continued progress is made, and the program's goals and objectives are met while keeping within budget.
Financial • Financial ownership of the Service Office. • Review and analyze Services Work Orders for efficiency and profitability. • Use resources in the most effective manner. • Abide by approved budgets. • Cooperate with the finance/administration department to ensure that the flow of information required to maintain billing, payables and collections at optimum levels is achieved.
Misc. • Maintain a healthy and thriving relationship with Local Union Hall 290. • Verify and approve or dismiss warranty claims. • Consider the importance of internal/external customer relationships when planning/conducting work. • All decisions/actions should contribute to achieving the APCCO vision, mission and goals. • Some travel may be required for the purpose of meeting with clients, stakeholders, or off-site personnel/management. • Look for and suggest improvements to the processes and procedures at APCCO and cooperate with improvement plans that come from other areas/personnel. • Be an influential contributor to a team that drives projects to successful financial and technical completion, with pride and mutual respect. • In accordance with APCCO philosophy, the OSM is expected to champion and direct continuous learning and improvement in all functions. • Perform all other duties as requested by the Director of Service. • Lead with a growth mindset and quickly pivot as needed. • Eliminate "us vs. them" mentality while expediting a culture of collaboration across the company.
KNOWLEDGE, SKILLS AND ABILITIES: • Excellent interpersonal skills (communication, listening, team player, cooperative, approachable). • Ability to assist in maintaining a positive team environment by maintaining a positive attitude toward all APCCO team members, vendors, and customers. • Ability to multitask, manage stress, and perform acceptably under pressure. • Above average courtesy, patience, and professionalism. • Ability to participate effectively in a team atmosphere by modeling and promoting conflict resolution, diversity, ethical practices, and organizational citizenship. • Ability to read manuals, price sheets, technical descriptions, specifications that are printed in English. Able to create documents using correct spelling, punctuation, grammar, and format. • Become fluent in Vista and all other APCCO computer programs and applications as needed. • Excellent organizational skills. • Flexibility to accommodate customer's wishes and budgets when developing solutions for their needs. • Drives continuous improvement. • Sets/meets goals that support APCCO strategic plan. • Ability to effectively change tasks at a moment's notice when the situation requires. • Ability to maintain a problem-solving mindset; to anticipate problems and to develop constructive and balanced solutions. • Ability to operate general office equipment (Computer, printer, fax, copier, mailing center, etc.).
TRAVEL:
Travel is expected for this position, based on the duties to service the needs of the customer(s).
REQUIRED EDUCATION & EXPERIENCE: • Bachelor's Degree in business, engineering or a related field or equivalent work experience may be substituted. • 10 year's Extensive work experience in the ammonia refrigeration industry. • 5 + years previous management experience for a contractor or industrial facility.