Service Business Supervisor

Southland Industries; Horsham (PA); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

401(k) plan with company match

Medical, dental, and vision insurance

Annual bonus program

Paid parental leave

Paid holidays and vacation

Professional development opportunities

Wellness benefits

Job summary

Southland Industries is seeking a Service Operations Manager to supervise the Service Business Team and oversee dispatching, invoicing, reporting, and customer service to support Service Operations and Sales.

You will ensure accurate job set-up, timely scheduling, and proper data entry for new or pending customers while coordinating between Sales and Admin. This role emphasizes service excellence and efficient field service coordination.

Qualifications

• High school diploma or equivalent.
• 10 years of progressive experience in service dispatch, administration and customer support.
• Thorough understanding of business/industry practices, standards and processes.
• Thorough understanding of and respect for safety and OSHA rules & regulations.
• Strong written and verbal communication skills.
• Strong organizational and problem-solving skills.
• Advanced computer skills, including MS Office and Field Service Software.
• Outstanding customer service skills; ability to handle multiple demands calmly and politely.

Responsibilities

• Supervises the Service Business Team, including dispatching, tracking, invoicing, billing, reporting, and customer service.
• Ensures accurate job set-up and prompt scheduling/dispatch through Sales and Admin communication.
• Manages service requests and customer data entry for credit verification/approval.
• Prioritizes calls and matches needs to skilled technicians, tracking progress daily.
• Ensures accurate collection of technician hours and timely invoicing.
• Monitors accounts receivable and ensures collections per policy.

Skills

Customer Service

Communication

Time Management

Problem Solving

MS Office

Field Service Software

Education

High school diploma or equivalent

Tools

MS Office Suite

Field Service Software

Job description

Position Summary

Supervises the Service Business Team, including, but not limited to dispatching, tracking, invoicing, billing, reporting, and customer service, in support of the Service Operations and Sales.

Position Details

• Ensures that new job set-up is accurate and scheduling and dispatch are prompt through effective communication between Sales and Admin.
• Ensures that service requests and customer account information are correctly entered and updated. Pertinent account information is collected from new/pending customers for credit verification/approval.
• Ensures that service calls are prioritized properly and the needs of the customers are matched to appropriately skilled technicians. Tracks daily progress of service calls.
• Ensures that technician work hours are promptly collected and entered on a daily basis.
• Ensures that all service calls are dispatched in a timely manner and customers are provided an ETA and notified promptly of any delays. Communicates with customers to ensure work performed meets or exceeds expectations.
• Ensures that customer billings and invoice delivery are performed accurately and promptly.
• Ensures that accounts receivables are recorded and monitored promptly and collections are performed in accordance with existing policy.
• Ensures purchase orders are entered and issued accordingly.
• Monitors performance and profit standards on service maintenance contracts, quoted service work, and T&M projects. Provides daily feedback status to the Operations and Sales Managers.
• Manages and develops staff. Establishes performance standards and provides development and training opportunities to support optimal results achievement.
• Partners with the Operations and Sales Team to develop and implement systems and procedures that foster positive customer relations and facilitate satisfactory delivery of service.
• Investigates customer complaints to help remedy the situation and promptly implement corrective measures as required.
• Partners with Operations and Sales Managers to develop department budget, monitor expenses and ensure the group operates efficiently and effectively.
• Ensures that staff is working efficiently and effectively within budget or as required to ensure profitability.

Qualifications

• High school diploma or equivalent
• 10 years of progressive experience in service dispatch, administration and customer support.
• Thorough understanding of business/industry practices, standards and processes
• Thorough understanding of and respect for safety and OSHA rules & regulations
• Strong written and verbal communication skills
• Strong organizational and problem-solving skills
• Advanced computer skills, including MS Office and Field Service Software
• Outstanding customer service skills; ability to handle multiple demands calmly and politely

Benefits

As a 100% employee-owned company, we offer a comprehensive benefits package for you and your family:

• 401(k) plan with 50% company match (no cap) and immediate 100% vesting
• Medical, dental, and vision insurance (100% paid for employee)
• Annual bonus program based upon performance, achievement, and company profitability
• Term life, AD&D insurance, and voluntary life insurance
• Disability income protection insurance
• Pre-tax flexible spending plans (health and dependent care)
• Paid parental leave
• Paid holidays, vacation, and personal time
• Training/professional development opportunities and company-paid memberships for professional associations and licenses
• Wellness benefits

About Southland Industries

As one of the nation’s largest MEP companies, Southland Industries is built on the foundation of great people. Since 1949, we have put our people first, enabling growth, professional achievement, and innovation. If you want to join a fast-paced environment where you’re engaged, challenged, and valued,

To learn more about careers at Southland, explore our career opportunities (https://southlandind.foleon.com/experienced-professionals/brochure/) , follow us on social media (https://www.linkedin.com/company/22132/?trk=tyah) , and check out our website (https://southlandind.com/) .

Southland Industries and all its subsidiaries are an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We are committed to the principle of equal employment opportunity for all employees and to providing our employees with a safe work environment free of discrimination and harassment. All employment decisions at Southland Industries are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, gender, national origin, ancestry, age, disability, medical condition, marital status, family care or medical leave status, veteran status, or any other status protected by the laws or regulations in the locations where we operate. Southland Industries will not tolerate discrimination or harassment based on any of these characteristics.

Contingent Employment:

All employment offers are contingent upon successful drug tests, background checks, and professional reference checks. Roles that include driving as an essential job duty will be required to have a successful Motor Vehicle Record check (MVR). We are not able to offer sponsorship of employment at this time.