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StaffWorks, Inc.
https://www.staffworksinc.com
https://www.staffworksinc.com
true
GM - Service
Job Description
Manage all aspects of business unit including the delivery of warrantee, non-contract and preventative maintenance services.
Maintain regular communication with customers to assure that their needs are met and help to expand the service contract business.
Develop and motivate a highly productive, loyal team of service technicians and support staff.
Review and report on-going financial results for Division.
SPECIFIC ACCOUNTABILITIES TO BE ACCOMPLISHED
KEY STANDARDS BY WHICH THE RESULTS ARE EVALUATED
AUTHORITY NEEDED TO PERFORM THE FUNCTION
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Maintain regular communication with customers to assure that their needs are met and help to expand the service contract business.
Develop and motivate a highly productive, loyal team of service technicians and support staff.
Review and report on-going financial results for Division.
SPECIFIC ACCOUNTABILITIES TO BE ACCOMPLISHED
- Strive to meet and exceed sales budgets while keeping overhead stable.
- Supervise and manage all service personnel including technicians and support staff.
- Arrange for training sessions for all service technicians.
- Establish and control inventory of parts and materials on all service trucks as well as in-house stock to assure parts are available when needed to increase sales and expedite service calls.
- Order parts and material as needed and keep inventory constant by replacing all parts sold previously from service tickets.
- Manage and spot-check the review of all service tickets.
- Handle all customer problems and/or complaints from dispatcher or directly from Customers.
- Monthly review of reports to determine department costs, compute service cost of labor per hour including truck cost to verify present numbers being used.
- Establish an annual budget for the service department for sales, gross profit and net profit for management's approval.
- Perform other duties as assigned.
- Requires a thorough knowledge of HVAC and mechanical systems and components.
- P&L & management experience
- Demonstrated customer/employee relations, problem solving, estimating and sales development, leadership, staff supervision,
- Use of service-management software and Microsoft Office skills.
- Connecticut S-2 license is desirable.
KEY STANDARDS BY WHICH THE RESULTS ARE EVALUATED
- Customer satisfaction is consistently high based on regular survey results.
- Sales goals are achieved
- Employee satisfaction and retention levels are consistently high as indicated by turnover and skiplevel interviews.
- Ongoing improvements to quality and productivity through full utilization of the incumbent computer system.
- Expansion of service revenues by satisfying customers, developing referrals and meeting personal sales and marketing goals.
- Internal collaboration and teamwork with project managers and administrative staff are exemplary as evaluated by upper management.
- Profitability of the service department is enhanced based on increased efficiency and productivity indicated by billable vs. Payroll hours.
- Actively developing and retaining a pool of skilled workers who want to work for Main Enterprises.
- Consistent follow through on assignments.
AUTHORITY NEEDED TO PERFORM THE FUNCTION
- Hire, assign, develop, and discipline service department team.
- Make recommendations and build consensus.
- Receive and review service department financial information on a timely basis.
- Compile and sign service contracts.
- Determine billing rates for services.
- Obtain support and assistance from Administrative Team and others within the Company
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