Job Description: Service Manager
Overview:
Our ideal teammate for this role is someone who is a natural leader, highly organized, and customer-focused. They have a passion for mentoring and developing their team, driving service excellence, and continuously improving processes to ensure a seamless and exceptional customer experience.
Responsibilities:
Oversee and manage the daily operations of the service department, including scheduling, dispatching, and supervising service technicians.
Ensure that all service calls are handled promptly, professionally, and in accordance with company standards.
Monitor and manage service department performance metrics, including response times, completion rates, and customer satisfaction.
Develop and implement processes to improve service efficiency, quality, and customer experience.
Train, mentor, and support service technicians, ensuring they have the tools and knowledge to perform their duties effectively.
Resolve escalated customer issues, ensuring timely and satisfactory resolution.
Collaborate with other departments to ensure seamless service delivery and coordination on projects.
Maintain accurate records of service activities, technician performance, and customer interactions.
Stay up-to-date with industry trends, new technologies, and regulatory changes that impact the service department.
Assist in budgeting, forecasting, and managing service department expenses.
Qualifications:
High School Diploma or GED.
Proven experience as a Service Manager, with at least 5 years in a leadership role within the plumbing, HVAC, or related industry.
Strong understanding of plumbing and HVAC systems, service operations, and customer service best practices.
Excellent leadership and team management skills.
Strong problem-solving abilities and the capacity to handle challenging situations with professionalism.
Effective communication skills, both verbal and written.
Proficiency in using service management software & Microsoft Office.
Valid driver’s license and clean driving record.
Preferred Skills & Experience:
Experience managing a service team in a similar industry.
Familiarity with local codes, safety regulations, and industry standards.
Strong organizational skills and the ability to manage multiple tasks and priorities.
A customer-centric mindset with a focus on delivering exceptional service.
Ability to work collaboratively with cross-functional teams and contribute to a positive work environment.
About Master Plumbing & Heating:
Master Plumbing & Heating is a plumbing and HVAC company composed of a team of skilled technicians that serve as long tenured experts in our craft for a variety of customers in the Okemo Valley region.
While at the forefront of the mechanical industry since 1988, Master Plumbing & Heating has a well-documented track record of integrity, service and excellence. We primarily service customers within a 15-mile radius of Ludlow, Vermont. To do this, we have drawn from our extensive experience, which includes over 175 years of service in the field. Master Plumbing & Heating was founded in 1988, acquired under new management in 2023, and is headquartered in Ludlow, VT.
