Service Manager

Description

The role of Service Manager is to lead a team technician by continued protocol training, ride-a-longs, and ultimately ensuring that our customers get consistent, superior service in line with the Rottler core values. The Service Manager must always accomplish these by setting the example of a Rottler professional and demonstrating a high level of integrity. The functions, responsibilities, qualifications, and other requirements listed below are not intended to be all-inclusive. 

Requirements

 Day to Day Functions: 

• Train and develop technicians. Daily check-ins, weekly branch meetings, and monthly ride-a-longs and technician one to ones.
• Branch goals are understood and communicated to the entire team. Work with Regional Manger to set and track goals. Measure success during weekly manager meetings. Use data to further identify training needs and branch opportunities.   
• Follow up on negative customer feedback and document outcome. Follow up on any training needed. Work with other department managers if non-field changes need addressed.  
• Monitor past due balances and ensure the field staff follow protocol.   
• Monthly meet and review with routing coordinator to ensure routes are efficient and at a manageable size.
• Work with Technical Director to ensure all training is complete and certifications are scheduled. Submit documentation. 
• Complete service quality checks on both residential and commercial accounts. Particularly in charge of quality and compliance monitoring for third party audited accounts. 
• Promote a safe environment and make sure incidents are followed up on. Regular truck inspections and making sure equipment is maintained properly.   
• Manage a small route of customers for training opportunities with new technicians and keeping skills up to date.
• Participate in company meetings and actively work to gain leadership skills.   

 Other Requirements: 

• Supportive to team members, maintaining positive work environment 
• Excellent written and verbal communication and decision-making skills. 

 Qualifications:

•   One year of management skills. 
•   Certified in area servicing. 
•   In depth knowledge of Rottler – scheduling, account, pricing, and sales operations. 
•   Knowledge of Microsoft Excel and other technology as needed. 
•  Ability to read, write and comprehend English.