Service Manager (San Leandro Branch, US)
Position Overview
Fulfill a key role in the organization to increase overall profitability of the Branch by motivating and assisting employees, within their area of responsibility, to be successful in their role. Accomplish AMI Branch objectives by planning, and coaching of staff, managing service operations and evaluating activities thus enabling the Branch Manager to meet overall branch objectives. The Service Manager reports to the General Manager.
Job Responsibilities
Accountable for achieving Profit and Loss as well as branch operational goals.
- Direct overall responsibility for achieving service goals.
- Scheduling, dispatching, debriefing service requests
- Quoting
- Assist in/as back up to invoicing
- Reviewing customer requests for credits/concessions and recommending courses of action/options
- First line of communication with customer concerns
- Oversight for all project work and Project Staff
- Work with Sales to accurately identify site needs for accurate equipment and software
- Work with Project team to ensure receiving, planning, preparation, execution and commissioning run in a timely manner
- Effective communication that creates a collaborative environment with all parties that Branch Management interacts with
- Clients
- Subcontractors
- Branch, Support
- Corporate personnel
- Creates effective solutions to meet or exceed client’s expectations through collaborative planning with all departments within the AMI organization
- Works with GM to maintain staff
- Recruiting, selecting, orienting, and training employees
- maintaining a safe, secure, and legal work environment
- developing personal growth opportunities of staff and self
- Accomplishes staff results
- communicating job expectations
- planning, monitoring, and appraising job results
- coaching, counseling, and disciplining employees
- developing, coordinating, and enforcing systems, policies, procedures, and productivity standards
- Assists GM with operational planning and establishing strategic goals
- gathering pertinent business, financial, service, and operations information
- identifying and evaluating trends and options
- choosing courses of action by defining objectives, evaluating outcomes in line with overall corporate direction and reporting those outcomes to GM or other applicable management as required/needed
- Maintains quality service
- upholding quality and customer service standards
- analyzing and resolving quality and customer service problems
- identifying trends
- recommending system improvements.
- Maintains professional and technical knowledge
- attending educational workshops or training
- reviewing professional publications
- establishing personal networks
- benchmarking state-of-the-art practices
- participating in professional societies.
- Directs Branch and Service Department as it relates to quarterly inventory counts and procedure.
- Contributes to Branch success by accomplishing goals set forth on an annual basis
- Creates a positive work environment for all parties
- Understands and participates in overall branch goals
- Effective communication of all goals and objectives to all team members
- Provide leadership that creates an environment of unity with all internal and external stakeholders.
- Branch leadership requires all facets of business to operate in harmony including
- sales, operations, project management
- client solution requests and planning.
- Additional duties as assigned
Accountabilities and Performance Measures
- Seeks opportunities to improve profitability as measured on performance metrics
- Maintains high customer satisfaction ratings that meet company standards
- Completes required training and development objectives in a timely manner
Organizational Alignment
- Reports to the General Manager
- Works closely and collaboratively with the General Manager, Administrative Assistant, Project Foreman, Sales Executive and technical services team.
