Director, Service Operations - Yearout Mechanical

Summary/Objective: Operational management of all Service based businesses within Yearout Mechanical. Meet planned growth, profit, maintenance base, and customer retention goals while redeeming customer obligations in a timely, cost-effective, world-class safe and quality manner. Time management, survey and pricing, account expansion, purchasing, company relations, documentation, company compliance, special projects/assignments, and productivity management of direct reports are essential to be successful in this position.

Essential Functions:

• Manages and Directs day to day functions of service and maintenance administrative operations.
• Extensive skills in directing HVAC, plumbing and boiler service based business, including; routine maintenance pricing, contract content, able to interpret contracts, equipment inventories and site conditions, etc.
• Promote and manage safe working environments in both field and office setting. Direct and manage to Yearout Safety policies and procedures, make recommendations for change as needed. Work closely with Safety Director for any safety related topics.
• Customer and staff relations.
• Execution Management able to implement refine and enforce policies and procedures.
• Determines customer service requirements by maintaining contact with customers.
• Ensures companies policy and procedure compliance of service field and service administrative personnel.
• Know the customer and understand market forces to effectively assist in selling price escalation.
• Work with business development staff to accurately deliver, pricing, scope of work and procedures to new and existing contract customers.
• Participate, when appropriate, with vendor selection, timely purchasing, pricing accuracy, and delivery to assure customer service and profit maximization.
• Build and maintain rapport and positive working relations with field, office, and management personnel to resolve problems, exploit opportunities, and maximize profits.
• Oversee administrative functions including but not limited to accounts receivable, billing, new customer set up, purchase orders, accounts payable entry, security badging, uniforms, GPS, new hire onboarding, and dispatching procedures.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Responsibilities/Duties:

Customer and Staff Relations:

• Build and maintain rapport and positive working relations with field, office, and other management personnel to resolve problems and exploit opportunities while maximizing profits.
• Customer relations, maintain equipment inventory database, execute maintenance/repair warranty, and start up scopes.
• Practice and enforce company policies and procedures both departmentally and globally as it relates to HR matters.
• Delegate and organize work of others by position description and procedures; Effectively audit performance of staff and follow-up.
• Develop and maintain workflow processes as they relate to dispatch and coordination, and field craft.
• Recommend appropriate personnel actions (i.e., hiring, dismissals, promotions, compensation, etc.).
• Visiting customers to ensure customer experience is meeting expectations.
• Forming focus groups, collaborating with customer service personnel in implementing benchmarking best practices, analyzing information and applications.
• Improves customer service quality results by studying, evaluating, and re-designing processes.
• Establish communication service metrics, monitoring and analyzing results, and implementing positive, safe, and profitable changes.
• Work with dispatch/sales to contact and defuse customer complaints.
• Dispatch Support: Work with dispatcher(s) to implement office procedures and ensure we are meeting customer needs in a timely and efficient manner.
• Motivate and train Service administrative staff. Develop and implement programs to improve individual growth as well as group skills. Research and recommend outside training opportunities by job role.

Account Management:

• Conduct regular meetings with customers in coordination with Sales Director and assigned salesperson.
• Help determine priority levels to properly staff our customers’ needs.
• Help monitor workloads and report to executive management on needs of administrative staff.

Execution Management:

• Direct field operations team to ensure all maintenance performed on customer owned equipment is tracked by date, costed correctly and specific requirements as set forth in contracts and/or agreements are met.
• Train, direct, and evaluate staff in providing materials, directions, tools, and logistical support to the field personnel to maximize output per hour. Motivate staff and maintain high morale. Instruct and direct staff to properly control labor costs. Redeem job level gross profit objectives.
• Continuously recruit qualified technicians. Promote professionalism, proficiency in craft & pride to continually build and maintain a network of technicians with the Service Manager keeping a source file of potential recruits.
• Contract Escalation- Work with the Sales team on the following
• Know the Customer and understand market forces to effectively assist in selling new maintenance agreements, price escalations and customer retention.
• Identify and promptly respond to customers considering cancellation and develop and implement a well-researched retention plan.
• Maintain working knowledge of customer properties and contract terms and conditions; Work with General Manager to ensure all accounts are profitable, efficient, and satisfactorily complete.
• Produce proper maintenance checklist in Field Software.

Time Management:

• Able to plan and efficiently schedule appointments and manage personal time to assure maximum productivity.

Technical Knowledge:

• Maintain extensive skills in, routine maintenance procedures.
• Sufficiently understand mechanical systems to accurately appraise and inventory, system components.
• Evaluate general conditions and recommend the best maintenance program.
• Strong database and computer skills including but not limited to, MS Word, Excel, Power Point, Timberline, Tech Tool, and Service Estimator/Management.

Survey and Pricing:

• Able to interpret contracts, equipment inventories and site conditions.
• Assist in scoping and pricing of Maintenance Agreement cost estimates, according to labor and material requirements using company pricing policies, with structure guidance of higher-level management.
• Recognize project opportunities and share with Sales Director to coordinate potential new business opportunities.
• Large and Special Project Support:
• Provide support for any start up on special, install and capital projects as requested. Maneuverer manpower between service needs and small service projects as well as mechanical division to meet all schedules on time and within budget for the better good of the entire operation.

Company Relations- Documentation & Company Compliance:

• In a timely fashion, prepare complete clear and concise reports, proposals booking packets, and other required company paperwork.
• Maintain written supportive information relative to delays, changes, special conditions, and schedules.
• Update job knowledge by participating in and identifying for direct reports educational opportunities.
• Reading and relaying the content of professional publications, maintaining personal networks, as well as occasionally participating in professional organizations.
• Prepare complete, clear, and concise reports, proposals, and required company paperwork; Train, direct, and evaluate staff in the preparation of prompt, clear, concise, and complete paperwork and documentation. Audit proposals, job packages, and company paperwork to assure quality.
• 30-hour OSHA is recommended and encouraged for supervisors.
• Encourage and enforce safety policies.
• Provide discipline or praise as needed to Service Technicians to enhance the overall productivity /attitude / morale.
• Monitor field paperwork for accuracy-Hire / praise / discipline / terminate Service Technicians when necessary.
• Continue to monitor financial performance against plan monthly and annual goals. Take necessary action to resolve deficiencies.

Special Projects/Assignments:

• Provide support for any special projects or assignments, assigned by your manager.
• Research and pursue innovative technologies / tools to improve the efficiency of the team. Develop and report to VP Field Operations.
• To meet regularly with other Managers to plan strategy and execution of forecasted workload.
• Build rapport and productive working relationships with industry organizations, vendors, Union reps. Effectively represent the company's interests to outside agencies.

Back Office Relations: (Purchasing, Invoicing, A/R, A/P, Payroll and Fleet Management)

• Feedback information and observations to the VP of Finance, to minimize risk exposure and maximize cash flow. Understand and implement collection policy and interface with the customer to resolve collection issues and assure prompt payment when appropriate.
• Participate, when appropriate, with vendor selection, timely purchasing, pricing accuracy, and delivery to assure customer service and profit maximization.
• Participate in weekly billing/invoicing process by being prepared with concise information related to job costs and job completion.
• Forecast Service Vehicle needs. Report promptly vehicle breakdowns, service, and maintenance needs.
• Participate as need in verification of accounts within Accounts Payable, verify and correct as requested by VP of Finance.
• Provide support and researched information as it relates to employee payroll and field operational pay structures.

Competencies:

• Clerical — Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, spreadsheet maintenance, designing forms, and other office procedures and terminology.
• Computers – Knowledge of computer software, including applications.
• English Language – Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition and grammar.
• Customer and Personal Service – Knowledge of principles and processes for providing customer and personal services.
• Administration and Management – Knowledge of business and management principles involved in strategic planning, resource allocation, leadership technique, production methods, and coordination of people and resources.
• QA/QC — Knowledge of QA/QC principles and methods for quality assurance and control.
• Production and Processing — Knowledge of materials, production processes, quality control, costs, and other techniques for maximizing the construction process.
• Communication – Effectively communicating as appropriate for the needs of the audience.
• Active Listening – Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Construction – Knowledge of construction methods as they relate to QA/QC.
• Reading Comprehension – Understanding written sentences and paragraphs in work related documents.
• Time Management – Managing one’s own time as it relates to the position and duties.
• Active Learning – Understanding the implications of new information for both current and future problem-solving and decision-making.
• Judgment and Decision Making – Considering the relative costs and benefits of potential actions to choose the most appropriate one.
• Monitoring – Monitoring/Assessing performance of yourself and others to make improvements or take corrective action as it relates to the position and duties.
• Complex Problem Solving – Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
• Guiding, Directing and Motivating others - Providing guidance and direction to others, including setting performance standards and monitoring performance.

Unable to provide sponsorship for this position.

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