Administrative Service Manager

Dead River Company; Brunswick (ME); On-site; USD 58,000 - 87,000; Full time

Job summary

Dead River Company is seeking an Administrative Service Manager to lead the Service Department’s administrative operations and drive exceptional customer satisfaction while maintaining efficient, profitable procedures.

Responsibilities include supervising dispatch, inventory, billing, payroll and staffing; coordinating schedules, preparing month-end reports, and ensuring accurate service billing with strong leadership and communication to foster a productive team environment.

Qualifications

• Two to four years of supervisory experience preferred.
• Accounting background would be helpful.

Responsibilities

• Supervises administrative operations of the Service Department to promote customer service and efficiency.
• Recruits, hires, trains, and develops administrative Service Department personnel.
• Oversees dispatching of service technicians to various service calls and manages scheduling.
• Preplans and coordinates upcoming schedules and addresses service and quality issues with the Field Service Manager.
• Oversees accurate and timely service billing and generates month-end reports.

Skills

Leadership

Customer service

Scheduling

Analytical skills

Communication

Education

High school diploma

Job description

Salary Range: $58,296.90 - $87,445.34 - Based on Experience.

Position Summary:

The Administrative Service Manager coordinates Service Department efforts and procedures to ensure a high level of customer satisfaction while maintaining an efficient, profitable operation. The Administrative Service Manager supervises the work of employees responsible for dispatching, inventory, billing, productivity and payroll.

Essential Functions:

• Supervises the administrative operations of the Service Department to promote excellent customer service, maximum efficiency and a harmonious working atmosphere.
• Recruits, hires, trains, and develops administrative Service Department personnel. Gives performance feedback to employees. Maintains written documentation on employees according to company policy.
• Oversees the dispatching of service technicians to various types of service calls including installations, tune-ups, emergency or same-day service, gas checks and other routine service work. Sets the standard for the quality and timeliness of the employees’ response to customer needs through effective planning, coordination, and scheduling.
• Ensures staff cross-training on Service Department administrative procedures. Coordinates and delegates the duties of department personnel and approves employee schedules and payroll hours.
• Preplans upcoming and ongoing schedules, addresses customer service, productivity and quality control issues in conjunction with the Field Service Manager.
• Oversees accurate and timely service billing.
• Generates and analyzes month end Service Department reports (productivity, callback, variance analysis, and various LP reports). Reviews department financial statements and may participate in annual budget preparation.
• Supervises the purchasing, pricing and inventory levels of heating equipment and replacement parts. Ensures compliance with central inventory purchasing programs and price book.
• Assures operational efficiency using strong communication, interpersonal, leadership and organizational skills through delegation and follow-up.
• Develops and maintains systems for accounting controls in billing, payroll and inventory. Utilizes company assets well through effective inventory control in accordance with budget forecasts and company objectives.
• Coordinates equipment installations with the sales staff (or Field Service Manager), calculates prices on completed installations, completes installation analyses, and calculates any equipment sales commissions.
• Promotes a safe working environment. May perform accident and injury investigations and follow-up.

Education:

A high school diploma is required.

Contacts:

There is frequent communication with the Service Manager, technicians, other departments in the district, customers, and equipment vendors.

Experience:

Two to four years of supervisory experience is preferred. An Accounting background would be helpful. Prior working knowledge of the petroleum industry is a plus.

Decisions Made:

• Handling schedule changes and conflicts.
• Coordinating efforts of the Sales Department and Service Department on installations.
• Performing “triage” on service calls to balance emergencies, customer service and budgetary considerations.
• Resolving customer issues in billing, scheduling and quality of service.

Safety Considerations:

Safety considerations relate to proper ergonomics in an office setting including appropriate work station and computer terminal setup. Safe and appropriate use of electronic equipment is expected. Occasional job site review requires field safety awareness.

Other Attributes Required:

• Desire to lead and leadership skills.
• Strong trouble-shooting and analytical skills.
• Demonstrated commitment to outstanding customer service.
• Excellent communication and interpersonal skills.
• Flexibility including the ability to react quickly, make decisions and implement quick changes.
• Common sense.
• Planning and scheduling skills.
• Commitment to maintaining systems for accounting control.
• Good delegation and follow-up.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.