Pacific Rim Door

Job description:

Job Summary - Service manager: This is an internal role which will be conducted (primarily) from the office. This critical role is directly related to providing Sensational Service to our customers through efficient management of the entire service department and technical team. This position includes a base salary of between $78k - $96k annually, with an expectation to earn bonuses ranging between $5,000 to $10,000 annually.

Task Functions & Responsibilities:

1. Manage the CSR team & Service crews to provide consistent Sensational Service and Impeccable Workmanship to our customers & team, while ensuring maximum productivity & profitability.

2. Monitor & maintain the dispatch schedule to ensure Maximum Productivity & Efficient Routing.

3. Organize, coordinate, and assign all necessary tasks to various CSR & Technical team members.

4. Teach, train, and motivate CSR team & technicians to ensure solid communications with the customer and within our team. Train and oversee to evaluate customer urgency and prioritize our scheduled response.

5. Resolve customer issues and teach CSRs to resolve issues properly (equitably) at the front lines.

6. Oversee the process to close out service tickets, expand service tickets based on accepted recommendations, & to ensure that all hours, parts, & other details (based on communication and tech notes) are accounted for.

7. Utilize tools and reporting processes to monitor the maximization of efficiency, production, and profitability. Monitor KPIs to confirm satisfactory production and profitability.

8. Promptly address all discrepancies in performance with CSR & Technical team members.

9. Recognize and pursue opportunities to grow business through speed of generating recs, offering PM services, promoting other offerings that will provide additional value to the customer, etc.

10. Collaborate with Project Mgmt. team to create synergy & efficiency in the production process.

11. Maintain, manage, and maximize the Planned Maintenance process for maximum benefits to company and customer.

12. Conduct & oversee systematic follow-up with customers to confirm satisfaction & discuss other opportunities.

13. Report weekly and monthly KPIs on field service performance by market & truck/ technician to management.

Performance Standards:

1. Oversee and manage to generate maximum productivity, efficiency, and profitability.

2. Minimize chaos and inefficiencies within the service team. Minimize customer complaints.

3. Ensure each truck / field technician (or crew) meets weekly & monthly productivity standards.

4. Stand out as an asset to the Service Department and company through initiative & innovation.

Job-related Skills:

1. Bachelor’s Degree preferred direct management experience in the commercial door industry.

2. Strong Supervisory / Management Skills required.

3. Experience with Scheduling and Dispatching systems for field service operations.

4. Experience in the commercial door or loading dock industries is preferred.

5. Must be proficient with computers and a variety of business software.

6. Must have a high level of professionalism, high initiative, and great communication skills.

Scope & Limits of Authority:

1. The individual is expected to apply the necessary time and commitment to meet or exceed all the requirements of this position.

2. The individual will have authority to establish and maintain training and oversight for their team.

3. The individual will participate in all annual performance reviews for their team.

4. The individual has authority and responsibility to perform coaching on all discrepancies in performance of team members.

5. The individual must address all significant or repetitive discrepancies in team member performance to HR in a timely manner to ensure proper protocol is applied for a PIP or other disciplinary actions.

6. The individual MUST communicate proactively with the other PRD managers to ensure synergy and efficiency throughout the operations.

Management Expectations:

1. Work in a way that meets or exceeds all job requirements and responsibilities.

2. Be proactive in all communication, both internal and external.

3. Build report and strong relationships with team members and customers.

4. Be an efficient and effective manager, ever mindful of company goals and objectives.

Reporting Structure:

1. Directly / Primarily reporting to the General Manager / President

2. This position has several direct reports, including customer service representatives, field service technicians, and peer reports for collaboration purposes.

Compensation and benefits:

- This is a full time, exempt position, with a starting weekly salary of $ (ranging from $1500 - $1850)

- Company co-pay of 50% towards any of the 3 Kaiser plans or Blue Shield plans we offer (includes entire family) These plans all include medical, vision, and dental. Available at the beginning of the 3rd full month of employment (Potentially a $4K - $8K annual benefit)

- 6 paid holidays beginning after your first 30 days of employment

- 80 hours paid vacation per year, with 40 hours available at 6 months after start date, and 40 additional hours available every 6 months of employment. Employees may accumulate no more than 160 hours at any given time.

- Participation in the company 401k program (Eligible for enrollment after 6 months

- 5 days of sick pay per year (available after 90 days, does not roll over)

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person