Service desk manager Jobs in Charlotte, NC

Job Details

The Service Manager (SM) will manage a large group of clients and perform all aspects of the Annual Service Agreements. The SM will lead Associate Service Managers (ASMs) and Technicians. The SM will proficiently use Foster Lake & Pond Management’s (FLPM) sales process. They will uphold FLPM's Core Values and Vision and be willing to teach and learn.

Key Responsibilities
RESULTS

Manage all aspects of service accounts.

• Provide detailed and timely service reports to customers.
• Communicate compliance issues to the client within two business days of the service visit.
• Utilize CRM tools effectively and timely.
• Utilize the CRM tool to communicate compliance repairs to the CRS team within two business days.
• Ensure compliance requirements are met two months before the Certified Annual Inspection due date.
• Schedule Certified Annual Inspection for all regulated clients one month before the due date.

Supervise and provide oversight for Technicians and Associate Service Managers.

• Supervise and ensure the Technicians and ASMs understand the scope of work and meet objectives as directed
• Communicate effectively with customers, supervisors, and other FLPM employees at all times.
• Coordinate and lead bi-annual performance reviews for your ASMs and Technicians.
• Monitor Technicians and ASMs for accurate time-tracking
• Audit five service accounts a month and provide feedback to the technician
• Lead with kindness, respect, and adherence to FLPM’s core values
• Utilize the Method to approve estimates generated by Associate Service Managers

Implement and schedule training opportunities for Technicians and Associate Service Managers.

• Ensure proper safety equipment and precautions are implemented
• Identify and implement crew training
• Include ASMs in on-site assessment at least once a month
• Teach ASMs and Technicians how to plan and execute the installation of fish structures, fountains, aeration, and plantings
• Maintain proper certifications and training
• Attend at least two professional trainings annually
• Provide four pieces of Feedback in our human resource software monthly

Be proficient in all aspects of the FLPM sales process, including assessments, estimating, installation, and repairs.

• Be a subject matter expert in the FLPM assessment and estimate process.
• Be a subject matter expert on the products we sell, including but not limited to fountains, aeration, fish, etc.
• Provide a weekly update on open Opportunities in CRM.
• Respond to open Activities within two business days and update in CRM
• Provide all necessary details accurately and timely to the admin department.

Be proficient in FLPM policies and company software platforms.

• Follow policies and procedures written in the employee handbook at all times.
• Abide by FLPM safety policies and participate in scheduled safety meetings
• Use the time app daily and clock into jobs consistently and correctly
• Use required company software and apps effectively as needed and in a timely manner
• Check the company calendar daily on workdays and update when necessary
• Respond to company emails within 2 business days
• Respond to company phone calls and text messages during work hours
• Complete company self-check-ins and other requested human resource items by the stated deadline
• Embody company Core Values and Vision Statement

CORE VALUES
Teamwork

• Assists other teams and co-workers throughout the organization
• Maintains a positive and respectful attitude with team members
• Has fun working with our team and accomplishing goals together

Customer Service

• Genuinely cares about each customer's needs as much as their own.
• Consistently delivers on commitments to build long-term trust with our customers.
• Takes pride in their work and in solving problems for customers.

Communication

• Demonstrates a positive attitude and effective communication in all situations
• Ensures expectations are clear, well communicated, and appropriately documented
• Communicates changes in schedule proactively, recognizing the importance to the team of consistent attendance and punctuality

Accountability

• Demonstrates personal accountability to our clients
• Demonstrates personal accountability to co-workers and in fulfilling their role on the team
• Consistently gives a strong effort and works to become the best at what they do

Integrity

• Does the right thing, regardless of the situation
• Can be relied on to perform their job duties honestly and efficiently with minimal supervision
• Practices honest, responsive communication in all their interactions

Passion

• Takes pride in their work and displays a desire to be the best at what they do
• Shows passion for winning, for our organization and our team
• Takes action when needed, without waiting to be asked

Required Skills

Experience includes:

• aquatic vegetation management
• freshwater fishery management
• trash and debris removal
• boat operation
• trailering
• fountain and aeration installations and maintenance

Comprehend the function of stormwater devices and the maintenance expected in Operations & Maintenance Manuals.

• Familiarity with computers and general business software is required.
• Ability to operate and maintain hand tools, small equipment, and pumps.
• Ability to follow verbal and written instructions.
• Have a positive attitude, professional behavior, and willingness to do whatever is necessary to complete the job.
• Ability to withstand strenuous physical activities.
• Regularly lift or move up to 80 pounds.
• Be comfortable working in and around water and mud.
• Willing to work outdoors in various weather conditions and environmental hazards.
• Have a valid driver’s license.
• Allow FLPM to pull their motor vehicle record (MVR) from the Department of Motor Vehicles (DVM). To be hired, you must have an acceptable record.
• Will encounter job sites on both residential and commercial property. May also be exposed to homeowner’s pets.
• Capable of traveling, and occasional overnight trips may be required.
• Completed North Carolina SCM Certification Class
• Completed the North Carolina Aquatic Pesticide Application license and be knowledgeable about appropriate pesticide use and application equipment
• Ability to observe, anticipate and relate detailed notes and observations to Service Manager
• Ability to identify and relate potential maintenance and repair opportunities and needs
• Ability to identify and control most undesirable vegetation problem

Required Experience

Experience includes:

• aquatic vegetation management
• freshwater fishery management
• trash and debris removal
• boat operation
• trailering
• fountain and aeration installations and maintenance

Comprehend the function of stormwater devices and the maintenance expected in Operations & Maintenance Manuals.

• Familiarity with computers and general business software is required.
• Ability to operate and maintain hand tools, small equipment, and pumps.
• Ability to follow verbal and written instructions.
• Have a positive attitude, professional behavior, and willingness to do whatever is necessary to complete the job.
• Ability to withstand strenuous physical activities.
• Regularly lift or move up to 80 pounds.
• Be comfortable working in and around water and mud.
• Willing to work outdoors in various weather conditions and environmental hazards.
• Have a valid driver’s license.
• Allow FLPM to pull their motor vehicle record (MVR) from the Department of Motor Vehicles (DVM). To be hired, you must have an acceptable record.
• Will encounter job sites on both residential and commercial property. May also be exposed to homeowner’s pets.
• Capable of traveling, and occasional overnight trips may be required.
• Completed North Carolina SCM Certification Class
• Completed the North Carolina Aquatic Pesticide Application license and be knowledgeable about appropriate pesticide use and application equipment
• Ability to observe, anticipate and relate detailed notes and observations to Service Manager
• Ability to identify and relate potential maintenance and repair opportunities and needs
• Ability to identify and control most undesirable vegetation problem