Service Manager, Critical Power

The Critical Power Service Manager is the front-line supervisor of our technicians.  The Service Manager will work closely with the Scheduler and Customer Service, Sales and Project Management personnel to execute service and installation services. The Critical Power Service Manager supervises the Critical Service Team to ensure the highest standards of safety, quality, and service. 

Key Job Responsibilities:
 

• Manage technicians
  • Verify techs have all required site and company training credentials.
  • Ensure technicians have necessary tools and equipment to perform their duties.
  • Provide jobsite technician support as needed.
  • Conduct performance reviews with employee under your direction.
  • Maintain Technician Capability Matrices.

 

• Manage service / project events
  • Interact with clients as needed.
  • Meet Service personnel schedule requirements.
  • Perform Site Assessments for new projects with Sales or Project Management Teams or on their behalf.
  • Provide estimated labor requirements for service and installation projects as requested.
  • Facilitate communication between Sales and Service personnel.
  • Communicate Service Call status(s).
  • Review and approve Methods of Procedure (MOP’s) for service and project events.
  • Review test reports before sending to the account’s sales representative.
  • Book travel and equipment for service events as needed. (Rental equipment, hotels, etc.)

 

• Manage service materials
  • Approve Service Call-specific technician purchases.
  • Receive equipment and material at the local office.
  • Stage job specific materials and prepare technicians for each job.
  • Identify high use material for potential addition to Inventory.
  • Strive to keep minimal inventory on hand.
  • Manage and ship scrap loads in accordance with Scrap Management Process.

 

• Manage assets and expenses
  • Management of job labor costs
  • Review and control technician expense reports
  • Fleet and equipment management
  • Tool calibration and testing management

 

• Manage Safety and Environment
  • Inform Safety Manager or designee of customer 3rd party portal requirements.
  • Maintain proper DOT & OSHA certifications.
  • Perform and document JSA’s with service technicians on each job.
  • Perform random onsite safety audits of service teams.
  • Perform PPE and tools inspections to ensure equipment is functional and calibrated / tested.

 

• Train service personnel to identify sales opportunities for the sales reps to pursue.

 

• Collaborate with other Service Managers to fulfill labor requirements nationally.

 

• Manage to Key Performance Indicators (KPI’s) to optimize execution efficiency, as agreed with Operations Manager.

 

• Other duties as assigned by Operations Manager.

Key Performance Indicators:
 

• Scrap and equipment financial goals
• Technician service revenue and GP
• Technician efficiency
• Inventory
• Employee retention / turnover

Job Requirements:
 

• 10+ years’ experience in electrical/DC power service/installation/repair environments.
• 5+ years of management experience, preferably field service staff.
• High comfort level with basic Spreadsheets, Outlook Calendars and other software tools.
• Excellent planning and organizational skills.
• Skilled communicator.
• High energy and positive attitude.
• Experience with ERP process flow.

• Able to travel up to 50%, typically within local service area.

*This job description is subject to change at any time.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is regularly required to sit or stand up to 8 hours; use hands to type, maneuver, handle, or feel; and talk or hear.  The employee frequently is required to walk and reach with hands and arms.  The employee is occasionally required to stand and stoop, kneel, crouch, or crawl.  The employee must occasionally lift and/or move up 25 pounds.  While performing the duties of this job, the employee may be required to wear approved Personal Protective Equipment (PPE), and must maintain a high level of self-awareness about their surroundings due to the high level of high voltage AC/DC power in the work environment.  Specific vision abilities required by this job include close vision and ability to adjust focus.


Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work is performed primarily in customer facility locations (which may include high voltage locations), office spaces, hotels, and more.  The noise level in the work environment is moderate to heavy requiring hearing protection (customer locations). 
 

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Atlanta Executive Search, LLC.
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