Service Manager - Sales Manager - Baltimore LEN THE PLUMBER
Glen Burnie, MD, United States
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Service Manager - Sales Manager - Baltimore LEN THE PLUMBER Len The Plumber is seeking a talented Manager to lead a team of Plumbing Techs in our very busy, high volume Baltimore Branch location!
The ideal candidate will have 3-5 years of direct management experience with a proven record of mobilizing and driving a team to achieve set goals (revenue, efficiency, customer service). The ideal candidate is a self-driven leader and highly motivated to make a strong impact on the team, the company, and our customers.
We would prefer our new Service Manager to come from a plumbing or HVAC background, and have been a licensed Journeyman or Master Plumber - or have been a successful Residential Service Tech.
NEXSTAR experience is helpful!
Experience in other Residential / Consumer Services helpful - HVAC, Pest Control, Roofing, Landscaping, Home Improvement, etc.
The Service Manager is responsible for managing the day-to-day sales, operations, and customer service experience for his/her own technician team.
Must have SALES MANAGEMENT experience to coach, train, drive KPI Metrics!
Competitive base Salary and BONUS based on Team & Branch performance!
Come join our largest branch of LTP service Baltimore Metro and all surrounding Counties!
Essential Job Functions:
Effectively hiring, coaching, and training technicians to maximize sales and customer service opportunities
Maintain close communication with all essential stakeholders and business partners to ensure proper detailing of tickets, accounting of revenue, and stocking and maintenance of trucks
Work cohesively with Customer Service to ensure proper booking of calls based on the needs of the customer and problem resolution as necessary
Respond to and effectively handles operational, employee, and customer issues in a timely and efficient manner
Learn and execute the Nexstar (Industry Better Practices Group) Service Management System
Optimize employee engagement and development for the Service Department by conducting: Routine ride-a-longs with technician/service personnel
Conduct one-on-one meetings with employees to review recent performance results and to lay out plans to improve where needed and/or to recognize exceptional performance results
Coordinate tactical/technical training to promote technician/employee development
Hold a 1:1 meeting with Divisional Manager to review Service Mgr.'s weekly report and to develop corrective action plans as necessary
P&L Review
Review revenue and other KPI results relative to budget
Review direct labor and material %'s to prior year and budget
Determine and execute corrective action plans (if needed)
Collaborate with Dispatchers each day on:
Review work order results and ensure quality and order completeness
Prioritize work orders based on pre-determined ranking, customer, and financial criteria
Review technician performance and behavior to maximize customer service and operational efficiency
Address customer complaints and satisfaction issues in a timely matter
Same-day response to customer inquiries resulting in a positive response for the customer and LTP
Inspect trucks and uniforms
Verify truck inventory has been re-stocked
Assess truck and uniform condition and address unacceptable results as needed
Attend/orchestrate Daily Huddle to:
Determine actions needed to hit daily/weekly/monthly goal
Inform the Call Center of resource changes and ensure the board is constantly updated to reflect adjustments in the tech capacity
Provide Same Day Service!
OTHER JOB FUNCTIONS:
Participate in Strategic Planning sessions to provide input on the future direction of the company
Collaborate with HR on recruiting, training, and retention programs
Ability to stand up and sit down for extended periods of time
Ability to lift and transport up to 50 lbs.
Ability to perform a range of movements (i.e. squatting, bending, reaching, climbing, etc.) to support the supervised technicians during drive-a-longs and to perform residential plumbing services
QUALIFICATIONS:
Ability to solve complex problems and develop an appropriate action plan
Ability to manage internal resources effectively and efficiently
Ability to Lead a Technical team by providing leadership and mentorship
Excellent business acumen
Ability to perform mathematical calculations
Excellent interpersonal and communication skills
Excellent organizational and follow-through skills
Good understanding of inventory management and logistics
Problem-Solving
Interpersonal Skills
Excellent verbal, and written communication
Experience/ Education:
Minimum of 3 years of proven management experience in the service industry and a history of demonstrating excellence in the following areas:
Team Development; Sales/Operations; Customer Service.
Journeyman or Master Plumber certification preferred, but industry experience (plumbing, HVAC, Home Improvements, or similar Consumer Service) is a must.
Microsoft Office suite of applications required
Compensation:
Based on experience
Competitive Dental, Vision, and Healthcare Plans
401(k) matching
Short-Term and Long-Term Disability
Life Insurance
PTO
Paid Holidays
Employee Assistance Program (EAP)
Disclaimer: The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.
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