Service Operations Manager

who... a staffing company; Maryland; On-site; USD 70,000 - 95,000; Full time

Job summary

A growing pool services company in Montgomery County, Maryland is seeking an experienced Service Manager to lead a 12-15 person team and own all service operations for customers in Montgomery and Howard Counties.

You will supervise both office and field staff, oversee dispatch, safety, training programs, performance reviews, and customer satisfaction, while aligning with company policies and growth objectives.

Qualifications

• Experience supervising a team of 12–15 staff.
• Ability to manage field and office staff, dispatch, and scheduling.
• Proven training program development and delivery.
• Experience conducting performance reviews and coaching.
• Strong focus on safety, QA, and customer satisfaction.

Responsibilities

• Day to Day team supervision
• Supervise service department office and field staff as needed
• Facilitate departure of service Field team in timely and efficient manner
• Continuously check/walk around company trucks to assist with inventory control and truck safety checks
• Manage dispatch assignments to appropriate technicians or weekly technician efficiently
• Ensure dispatches are managed efficiently
• Debrief with service techs at end of day
• Verify follow-up and return work is scheduled
• Hiring/Firing/Promotions
• Manage team spiffs, incentives and goals
• Create, Facilitate and implement training programs and calendars
• Truck safety
• Chemical handling
• Equipment and tool safety
• Performance reviews
• Provide bi-annual formal appraisal of job performance that also identifies areas that may need improvement and areas of personal professional growth development
• Create and constantly modify performance expectations of team members as it relates to their responsibilities and their growth.
• Perform follow-up reviews to monitor achievement towards personal and professional goals
• Provide both reinforcing and corrective feedback to employees regarding their performances on a regular basis
• Quality assurance
• Supervise department personnel to ensure that customer and company expectations are being met (Follow up with tech and customer)
• Meet with customers when and as needed to ensure teams are adhering to company policies and expectations
• Create and Implement systems to verify field performance
• Resolve customer concerns, confusions and complaints (C-3 issues) in a timely and responsive manner
• Act as a resource to consumers for technical information
• Ensure customer phone calls and emails are being responded to in timely fashion
• Create and execute on a customer follow-up system as needed (stay in communication with customers on progress of project, sales/lead follow-up, etc.)
• Ensure technicians communicate/ follow-up with customers when requests have been made
• Ensure customer leads and quotes are written and emailed in a timely fashion
• Work with Service Writer/scheduler to utilize personnel as appropriate
• Track and Keep equipment in proper working condition
• Purchase equipment, electrical, other supplies when necessary
• Assist with the day-to-day inventory for the service team (transfers and process)
• Be involved in truck and facility wide inventory and Seasonal truck stocks
• Update and maintain seasonal min/max truck levels
• Maintain communication within and between department(s)
• Keep department personnel up to date on company-wide and department-wide expectations, promotions, policy changes, procedures and other relevant information
• Brief other departments on relevant information regarding service department
• Gather information from other departments to facilitate achievement of company-wide and department-wide goals
• Fleet Maintenance – Service Department
• Arrange for routine and special maintenance
• Maintain documentation for vehicle service and repair
• Vision/Mission implementation
• Implement programs and procedures that will facilitate the achievement of the company-wide Vision and Mission.

Skills

Team supervision

Hiring/Firing/Promotions

Training program development

Quality assurance

Customer relations

Education

Bachelor's degree in business/management

Tools

MS Office

Dispatch software

Job description

A growing pool services company in Montgomery County, Maryland is seeking an experienced Service Manager to lead a 12-15 person team and own all service operations for customers in Montgomery and Howard Counties.

You will supervise both office and field staff, oversee dispatch, safety, training programs, performance reviews, and customer satisfaction, while aligning with company policies and growth objectives.