Service Manager

GEM Plumbing & Heating is a growing company that has been recognized for setting the standard for excellence in on-time, high quality, and friendly customer service. Here at GEM, we provide career opportunities to master your craft, earn competitive wages, and make a real difference in the lives of our customers and our community.

Summary:

As Service Manager, you will be responsible for overseeing and managing the daily operations of your department. Ensuring that services are delivered efficiently, meet quality standards, and satisfy customer needs. You will lead a team of employees, ensure exceptional customer service, meet budget goals and drive operational excellence at the department level.

Essential Job Functions

All essential job functions are to adhere to GEM standards.

• Team Leadership:




• Hire, train, and supervise department staff.


• Provide guidance, coaching, and support to team members.


• Set performance targets and conduct regular performance evaluations.


• Monitor project progress and address any issues or delays.




• Budget Management:




• Monitor financial performance and manage the department's budget accordingly.


• Monitor expenses, labor hours and revenue, making adjustments as needed.


• Identify opportunities for cost savings or revenue growth.




• Customer Service:




• Ensure excellent customer service and satisfaction.


• Handle customer inquiries, complaints, and escalations as needed.


• Adhere to The Company's customer service standards and protocols.




• Continuous Improvement & Compliance:
  
  
  
  • Identify areas for process improvement, develop solutions, and work with upper management to implement changes to increase efficiency and customer satisfaction.
  
  
  • Stay updated on industry trends, technologies, and best practices.
  
  
  • Collaborating with other departments.
  
  
  • Ensure that all service activities comply with relevant laws, regulations, and safety standards.
  
  
  • Follow and maintain "The Company" safety protocols.
  
  
  • Managing callbacks by determining the events or conditions that trigger callbacks, whether it's a user action, system event, or specific data condition, and identify the corrective actions to reduce future call backs.
  
  
  
  


• Strategic Initiatives:
  
  
  
  • Analyze market trends and competitor activities to identify business opportunities
  
  
  • Utilize data analytics to monitor key performance indicators (KPIs), track progress, and provide regular reports to executive management
  
  
  • Identify and analyze cost drivers and trends impacting profitability of your department
  
  
  • Provide reports on department performance for upper management, as requested/needed.
  
  
  • Remain involved with "The Company" as a whole by attend and hosting team meetings weekly, monthly, and quarterly.
  
  
  
  


• Project Planning:
  
  
  
  • Collaborate with sales and customer service and/or coordinator teams to understand project requirements.
  
  
  • Create detailed installation plans, including timelines, resource allocation, and budget estimates.
  
  
  • Ensure all necessary equipment, materials, and resources are available for each project.
  
  
  
  

Required Skills and Experience

• Bachelor's Degree or equivalent years of experience in the trade industry


• 7- 10 years of experience in the trade industry


• Strong knowledge of systems, local codes, and best practices.


• Proficiency in project management methodologies, including planning, budgeting, and resource allocation.


• Excellent leadership, communication, and negotiation skills.


• Problem-solving and decision-making abilities.


• Familiarity with safety standards and regulations.

GEM Plumbing & Heating is an Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.