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Director of Service Operations

Employment Type:

Full time

City:

Alexandria

State:

Minnesota

Summary

The Director of Service Operations manages service technicians and support staff to provide an optimum customer experience. The position also oversees the Preventative Maintenance program. The Director of Service Operations is responsible for ensuring a fully qualified and staffed team is available to meet various customer needs. The position is highly collaborative with Business Development, Materials, and the install departments.

Essential Job Functions

  • Maintain high integrity, high-quality Service Department
  • Develop methods, guidelines, workflows, and policies to facilitate efficient delivery of services
  • Assist in goal setting, skill enhancement, and performance reviews for direct reports
  • Develop programs to improve technical, troubleshooting, and customer service skills for Service Department team members
  • Develop methods to teach technicians how to upsell products and services
  • Oversee Dispatch services
  • Manage a paperless Field Service Software system that fully integrates with SAP
  • Ensure that team members follow company policies, including safety and OSHA 10 policies.
  • Ensure Environmental compliance, specifically EPA licenses
  • Proactively manages customer relationships, including site visits
  • Develop and administer a customer feedback process
  • Identify the root cause of issues and provide corrective action
  • Ensure all customers issues are satisfactorily resolved
  • Work closely with the Accounting Department
  • Manage Service Work in Process (WIP) aging to optimize customer experience, cash flow, and department financial performance
  • Assist in payment collection of past due invoices – manage open issues
  • Provide input into the Service budget and offering
  • Develop, track and report on department metrics
  • Responsible for the Service Department P&L
  • Standardize and oversee Service warehouse inventories for best return and responsiveness
  • Standardize and oversee Fleet inventories for best return and responsiveness
  • Collaborate with other departments including but not limited to: Scheduling, Business Development, Materials / Warehouse, Residential and Commercial Operations
  • Responds to rapidly changing customer needs
  • Administer and oversee the Preventative Maintenance Program in collaboration with, or, delegation to:
    • Customer Service Manager and/or Customer Service Representatives to create new preventative maintenance records (books)
    • Customer Service Manager record revision with equipment replacement updates.
    • Ordering materials for PM work
    • Scheduling PM work
    • Correcting PM records
  • Solicit, sell and negotiate preventative maintenance work
  • Provide input into strategic initiatives to improve customer experience and grow the customer base

Preferred Qualifications

  • Effective written and verbal communication skills
  • Knowledge of ERP systems
  • Experience with Microsoft Office software products
  • Repeatable and reliable process conformance
  • Demonstrated ability to adapt to rapidly changing needs
  • Waste identification
  • Negotiating Skills
  • Problem Solving
  • Interpersonal skills focused on building relationships
  • Ability to anticipate issues or needs – must have good foresight

About Us

Founded in 1980, Ellingsons provides customers with the best mechanical and electrical solutions. With over 100 employees in Alexandria, Minnesota, as well as Dickinson North Dakota, we serve these communities while maintaining a family-like environment.

Our highly-trained staff works closely with residential and commercial customers. We design, install and maintain our customers’ plumbing, HVAC, electrical, fireplace, fabrication, service, and commercial building automation needs. Learn more.

Comprehensive Benefits

We’re passionate about seeing our team succeed at work and in life, so we proudly offer a comprehensive benefits package to help our employees care for themselves and their families:

  • Paid time off  (PTO) & paid holidays

  • Free family health, dental & vision insurance

  • Free life insurance

  • Free short-term disability insurance

  • Scholarship program

  • 401k match

  • HSA & flexible spending accounts

  • Uniform allowance

  • Tuition assistance

Ready to Join the Ellingson Family?

Apply Now!

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