Service Operations Manager: Lead Field Teams & Dispatch

WHO - a staffing company; Gaithersburg (MD); On-site; USD 85,000 - 115,000; Full time

Benefits offered by this job

Paid holidays

Benefits handbook access

Job summary

Who Staffing is seeking a Service Operations Manager for a full-time, direct hire role in Gaithersburg, MD. You will lead the Service Department, develop department-wide systems, and ensure daily operations run smoothly while maintaining high safety and quality standards.

The role includes hiring and training, performance reviews, and mentorship to engineers and technicians. Strong communication, leadership, and problem-solving skills are essential.

Qualifications

• Basic computer skills and ability to learn to use new software.
• Working knowledge of Microsoft Word and Excel required.
• Ability (to learn) to drive a forklift.
• Excellent written and verbal communication skills.
• Have significant experience in pool service and repair and water chemistry.
• Ability to give direction and supervision to multiple employees simultaneously.
• Ability to perform multiple tasks simultaneously with appropriate level of attention to each.
• Have good mechanical and problem-solving skills.
• Own and maintain an appropriate set of hand tools.
• Be detailed oriented and organized.
• Have neat handwriting.
• Have a good driving record and valid license.
• Have a positive disposition and professional appearance.
• Have good interpersonal relationship skills.
• Be able to identify potential problems and prevent them accordingly.
• Possess the tact and knowledge necessary to deal with customers, employees and co-workers effectively.
• Ability to handle and resolve conflict in a manner that results in a win-win outcome.

Responsibilities

• 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.
• Track service staff throughout the day using gps system.
• Manage the schedule when team member callouts occur.
• Manage dispatch assignments to appropriate technicians or weekly technician efficiently.
• Ensure dispatches are managed efficiently.
• Ensure teams are assisting others when needed as it makes for company productivity and efficiency.
• Debrief with service techs at end of day.
• Verify follow-up and return work is scheduled.
• Identifying and hiring or promoting the appropriate person to fill a job vacancy
• Interviewing potential candidates for a job vacancy
• Perform background checks and follow hiring processes adhering to company guidelines
• Identifying personnel that are not meeting job performance expectations and terminating their positions
• Manage team spiffs, incentives and goals
• Training, mentor, coach and supervise team to improve employee performance and productivity
• Coaching- continuously work with employees to encourage personal and professional growth (Sales, communication, consistency, field process and technical skills)
• Create, Facilitate and implement training programs and calendars
• Field coaching, mentor, teaching as needed for continuous company growth and team growth
• Set expectations for technicians and Jr. Technicians
• Mentor and teach—How to identify problems, How to fix/repair, How to identify other areas of concerns, How to identify safety issues, when to red tag equipment/suspend use of equipment, teach troubleshooting techniques and all equipment installations, teach proper use of field equipment
• How to best communicate with customers and exceed customer expectations and satisfaction
• Teach technicians and tech assistant how to use, care, maintain and fix company provided equipment (i.e. blowers, trash pumps, test kits, battery, power vac, drills)
• Safety training
• 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
• Monitoring/improving productivity
• Supervise and direct employees to maximize productivity
• Create and Implement systems to improve or maintain productivity goals
• Manage teams’ consistencies and lack of as they pertain to productivity and sales goals
• Ensure techs have the right tools to do their work efficiently and professionally
• Technical resource/troubleshooting
• Act as a resource to department and company personnel regarding technical questions
• Perform advance troubleshooting when necessary
• Quality assurance
• Supervise department personnel to ensure that customer and company expectations are being met (Follow up with tech and customer)
• Schedule and non-scheduled ride along with technicians
• Assists teams when and as needed
• Advising teams on field proficiency and efficiency
• Check on quality control
• Meet with customers when and as needed to ensure teams are adhering to company policies and expectations
• Communicate and mentor customers as needed
• 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
• Resource management
• 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
• Administrative
• Monitor teams leave & approve leave requests
• Approve/give input on commission and bonus amounts
• Deal with and hold accountable teams’ inappropriate behavior issues
• Supervise/maintain workbench, service shelves and defective area. Should be clean and orderly.
• 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

Basic computer skills

Microsoft Word & Excel

Forklift operation

Written & verbal communication

Pool service & water chemistry

Leadership & supervision

Multitasking

Mechanical & problem-solving

Hand tools

Detail-oriented

Neat handwriting

Driving record & license

Professional appearance

Interpersonal skills

Conflict resolution

Customer relations

Tact & professionalism

Identify problems & prevention

Job description

Who Staffing is seeking a Service Operations Manager for a full-time, direct hire role in Gaithersburg, MD. You will lead the Service Department, develop department-wide systems, and ensure daily operations run smoothly while maintaining high safety and quality standards.

The role includes hiring and training, performance reviews, and mentorship to engineers and technicians. Strong communication, leadership, and problem-solving skills are essential.