Operations Leader: Scale a Field‑Service Team

Mr. Appliance Corp.; Jamesburg (NJ); Vor Ort; USD 75.000 - 85.000; Vollzeit

Benefits dieser Stelle

Health, dental, vision benefits

Paid time off

Performance bonus

Direct line to owner

Team-focused culture

Zusammenfassung

Mr. Appliance of Central New Jersey is seeking an Operations Director to lead a growing home-service business across Central New Jersey. You will direct office staff and field technicians, ensure efficient dispatch and scheduling, and drive performance and customer satisfaction while scaling market share.

You will report to the owner, build robust processes, manage budgets and growth plans, and recruit/train a high-performing team to sustain quality as the company expands its footprint.

Qualifikationen

• 3+ years managing operations in a home-service or field-service business (appliance repair, HVAC, plumbing, electrical, or similar)
• Proven track record of scaling revenue, headcount, and/or territory significantly
• Experience leading both office staff and field technicians
• Experience with dispatch, scheduling, or field-service management software
• Strong computer skills, including Microsoft Office (Excel, Outlook, Teams)
• Valid driver's license
• Franchise or multi-location experience is a plus

Aufgaben

• Lead, coach, and hold accountable our customer service representatives, office staff, and appliance repair technicians.
• Own daily dispatch and scheduling so technicians' routes are full and efficient and customers get timely appointments.
• Drive down past-due work orders and follow-ups, and keep parts orders, warranty claims, and return visits moving.
• Track and improve key numbers: revenue, average ticket, first-time fix rate, technician productivity, call booking rate, and customer reviews.
• Build and enforce clear processes and checklists for the office and the field.
• Handle escalated customer issues with empathy and good judgment.
• Lead our expansion plan with the owner: grow revenue per capita in our territories, open up new service areas, and add technicians and office staff without losing quality.
• Build the systems, hiring pipeline, and management structure the business needs to scale.
• Work with the owner on budgets, pricing, staffing plans, and growth goals.
• Recruit, interview, onboard, and train new team members.
• Keep the team using our dispatch and CRM software correctly and keep the data clean.
• Make sure the operation follows Mr. Appliance and Neighborly brand standards and safety practices.

Kenntnisse

Leadership

Operational Know-How

Problem-Solving

Growth Mindset

Data-Driven

Customer Focus

Communication

Discipline & Accountability

Tools

Dispatch software

CRM software

Microsoft Office

Jobbeschreibung

Mr. Appliance of Central New Jersey is seeking an Operations Director to lead a growing home-service business across Central New Jersey. You will direct office staff and field technicians, ensure efficient dispatch and scheduling, and drive performance and customer satisfaction while scaling market share.

You will report to the owner, build robust processes, manage budgets and growth plans, and recruit/train a high-performing team to sustain quality as the company expands its footprint.