Service Operations Lead - HVAC & Plumbing

Haddad Plumbing & Heating, Inc.; Newark (NJ); On-site; USD 90,000 - 120,000; Full time

Job summary

Haddad Plumbing and Heating Inc. in Newark, NJ seeks a Service Manager to oversee day-to-day sales, budgeting, operations, and the customer service experience for the technician team.

The role focuses on attaining service profitability, processing invoices, managing inventory, scheduling maintenance, coaching staff, and coordinating training to ensure peak performance and a positive work environment. Candidates should have 10+ years in HVAC/Plumbing and 3+ years of management, plus a valid

Qualifications

• Bachelor's degree or a high school diploma with 10+ years of experience.
• 5+ years of experience in the HVAC/Plumbing industry.
• 3+ years of management experience.
• Proficiency in Microsoft Office.
• Strong verbal and written communication skills.
• Valid driver's license with a clean driving record (must provide current abstract).

Responsibilities

• Achieve service department sales and profitability goals.
• Respond to operational, employee, and customer issues promptly and efficiently.
• Review and process all invoices accurately and timely.
• Develop and manage service inventory policies, levels, and pricing to meet company goals for vehicles and warehouses.
• Manage seasonal fluctuations by promoting and scheduling routine maintenance.
• Propose, maintain, and administer the service technician commission plan.
• Conduct periodic ride-alongs to ensure adherence to procedures and techniques and maximize customer service.
• Lead and coach team members, providing necessary training, knowledge, and information for peak performance, continuous improvement, and a positive work environment aligned with company objectives.
• Coordinate tactical and technical training for technician and employee development.
• Adjust manpower allocation daily based on customer demand and the approved schedule.
• Address customer complaints and satisfaction issues promptly.
• Inspect trucks and enforce dress code compliance.
• Visit job sites to gather information for proposal preparation according to company guidelines.
• Perform other duties as assigned by upper management.

Skills

Strong verbal communication

Strong written communication

Leadership / management

Customer service

Education

Bachelor's degree

High school diploma

10+ years experience

Tools

Microsoft Office

Job description

Haddad Plumbing and Heating Inc. in Newark, NJ seeks a Service Manager to oversee day-to-day sales, budgeting, operations, and the customer service experience for the technician team.

The role focuses on attaining service profitability, processing invoices, managing inventory, scheduling maintenance, coaching staff, and coordinating training to ensure peak performance and a positive work environment. Candidates should have 10+ years in HVAC/Plumbing and 3+ years of management, plus a valid