CorTalent
  • Operations
  • Golden Valley, MN, USA
  • Full Time

We BUILD, we INSTALL and we SERVICE most any aspect of commercial facilities and our dedication to our customers is second to none. Come join our team and help us elevate the customer experience as a Service Manager!

Authority: The Service Manager will take its direction from the CEO. This position is part of the management team of the company.

Overview: Leadership of the service operation for technical trades, equipment and systems including cooking, refrigeration, HVAC and plumbing. The Service Manager has oversight for three business models including service (T&M), scheduled maintenance (planned recurring work on contract), and project work (planned one-off, including equipment installation). The Service Manager is responsible for meeting company and division goals, and maintaining customer satisfaction for the company.

Responsibilities and Duties:

Leadership:

  • Help facilitates company vision
  • Establishes culture of accountability and continuous improvement
  • Recommends and champions improvements, changes, new techniques and procedures
  • Lead and participate in organizational strategic planning initiatives.

Management of Work:

  • Invoice/billing oversight - rectify work order issues prior to billing customer
  • Assist the accounting department to accurately and proficiently bill out projects
  • Facilitate reconciliation of customer complaints, and negotiate resolutions.
  • Provides technical information for field and in shop technicians
  • Manages Service Operation Quality Program
  • Oversees the overall training program for the service operation including certifications and licenses.
  • Develop overall service operation budget and help set company goals
  • Maintains profitability on work being performed
  • Ensure efficient service operation
  • Works with parts department to maintain proper control of inventory
  • Works with vendors and suppliers to maximize cost savings for customer opportunities
  • Works with Sales/Project Managers to discuss and coordinate business applications
  • Actively promotes safety awareness and ensures a safe environment for the client
  • Keeps abreast of tooling and equipment requirements for the Service operation
  • Occasionally lends an extra set of hands to resolve work load spikes
  • Occasionally oversees a project as a field/job superintendent

Human Resources:

  • Supervision of Employees (depends on qualifications, optional):
  • Conducts or otherwise participates in technician performance reviews, and facilitates 360 employee development, including rewards and discipline.
  • Motivates and maintains productivity of Technician workforce via a number of metrics, including but not limited to: direct vs. indirect labor, billing % of total time, call-back, response time, etc.
  • Recruits talent: review resumes, conducts interviews of prospective technician new hires
  • Coordinates the on-boarding process for new hires
  • Contributes input on maintaining and review company policies as related to technicians

Management of Customer Opportunities / Concerns:

  • Perform field visits with customers including sales calls (depending on candidate, this could be infrequent, or very frequent)
  • Meet with new and existing clients to build relationships and strengthen the support strategies needed to maintain a client to vendor relationship.
  • Involved in on-site bidding process for installs, replacement equipment, or remodels.
  • Prepare RFQ estimations and customer proposals in a timely and efficient manner.
  • Equipment Manufacturer Liaison

Additional Responsibilities and Duties:

  • Project/Program Management (depends on qualifications)

 

Qualifications / Requirements:

  • Leadership experience (5 years minimum in lead role)
  • Technical service industry experience (5 years minimum: commercial kitchen equipment, commercial facility mechanical equipment specific technical experience/exposure to cooking, refrigeration, HVAC, plumbing, electrical trades).
  • 2-year /4-year technical degree, or certifications/licenses in technical trade
  • Basic understanding of project management
  • Ability to read and interpret documents such as safety rules, equipment operating and maintenance instructions, technical diagrams, and procedure manuals.
  • Excellent verbal and written communication skills. Ability to write routine reports and correspondence, and ability to speak effectively before groups of customers or employees of organization.
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
  • 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 solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
  • Strong Customer Service skills with strong phone etiquette and excellent tracking and follow through skills
  • Ability to function in a fast-paced environment. Must be able to multi-task.
  • Highly organized and reliable, with attention to detail
  • Strong work ethic, good practical judgment, Positive attitude and professionalism
  • Computer skills MS Office (Word, Excel, Outlook and PowerPoint)
  • Enterprise Resource Planning (ERP) Systems experience
  • Driver's license with good driving record
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