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Service Manager
Service ManagerAnchor Plumbing • Helotes, TX, US
Service Manager

Service Manager

Anchor Plumbing • Helotes, TX, US
4 days ago
Job type
  • Full-time
Job description

Job Description

Job Description

SUMMARY

Our mission statement here at Anchor Plumbing Services (APS) is to build lasting relationships with our customers by providing first-class solutions, value, and professionalism. This is important from our team to our vendors, but especially to our customers. Therefore, the purpose of the Service Manager is to Coach, Train, Manage and Develop the Service Technicians for constant improvement to achieve the mission set forth.

DUTIES, ROLES, AND RESPONSIBILITIES

  • Achieve budgeted revenue outlined in the company business plan. This is accomplished by ensuring appropriate call volumes, conversion rate, average sale, membership conversion / renewal, and lead turnover ratio and average sale.
  • Achieve gross margin % and $ by managing labor (overtime, unproductive time, Service Technician KPI’s)
  • Ensure productive weekly training is conducted with a focus on skills practice for both technical and communication.
  • Conduct a weekly 1 : 1 meeting with each Service Technician to review KPI’s
  • Conduct and coach on options that technicians are presenting to their clients as well as review paperwork to ensure it is filled out completely and accurately. Utilize the BCSG Manager Invoice Review Tool.
  • Create and support a culture where people want to work, and customers are 100% satisfied with the work or Service Technicians perform.
  • Present contest ideas to management for approval that support the targets of the company and align with the core values.

Review all calls and detailed pictures of jobs to ensure all work is installed in accordance with local plumbing code

  • Assist technicians in the field with closing jobs.
  • Assist with price book development / updates and necessary.
  • Manage technician time off requests to ensure a balance between the technician’s needs and the company’s needs.
  • Ensure technicians are asking for reviews and referrals.
  • Create or update processes to ensure effective time management efficiency.
  • Ensure new hire onboarding is completed according to the onboarding plan.
  • Ensure all vehicles are properly maintained according to company policies / procedures. Ensure all vehicles are always clean, neat, and organized.
  • Ensure on-call rotation is communicated to all service technicians in a timely fashion.
  • Ensure all customer concerns are handled immediately and resolved to the customer’s satisfaction.
  • Constantly recruit technicians and ensure staffing levels are maintained.
  • Utilize 3rd party training resources such as BCSG- Professional Technician Academy and Profit Driven Trainings to reinforce the 12 steps to the Ultimate Client Experience.
  • Ensure all Service Technicians are following the 12 Steps to the Ultimate Client Experience. This is accomplished by observing skills practice sessions, utilization of BCSG Role Play Checklist, and conducting Ride-Alongs and evaluation using the Manager’s Guide to Ride Along resource.
  • Conduct Scorecard Reviews with all Service Technicians at least semi-annually. More frequently for new Service Technicians.
  • Monitor Backlog and cancellations to ensure each day is maximized. Adjust staffing levels as workflow demands (discuss with Operations Manager and / or Owner for approval)
  • Ensure technicians are turning in all required paperwork completely and timely.

    • SKILL SETS

  • Competent with CRM system (Service Titan)
  • Communication skills- verbal and written
  • Technical skills
  • Financial acumen
  • Ability to be flexible and manage change
  • Planning and organization skills
  • Ability to work with little to no supervision
  • Intercompany personal relationships / teamwork
  • Ability to lead and inspire people
  • Ability to build trust and show empathy to others
  • Willingness to learn and be coachable
  • Coach, train, and manage your team
  • Reporting and analysis
  • Customer service skills
  • Strategic thinking
  • Understanding / utilization of company financing programs (Service Finance, Sunlight Financial)
  • Displays confidence
  • Ability to overcome objections
  • Ability to problem solve
  • Ask good questions (discovery)
  • Resourcefulness
  • Self-motivation for personal development
  • Follow-through
  • Sales ability
  • Understanding and ability to demonstrate The 12 Steps to the Ultimate Client Experience

    • CORE VALUES

  • A ccountability (exceed expectations)
  • N oble (operate with integrity)
  • C onfident
  • H onesty
  • O pportunity (grow with purpose)
  • R espect (win together)

    • PRE- REQUISITES / EXPERIENCE

    Obtaining the Service Manager position requires a minimum of 1 year management experience or 3 years of experience in the industry as a Service Technician

    If an existing Anchor employee is interested in filling the position, they must have worked with Anchor Plumbing Services for a minimum of 1 year and have at least 2 years’ Service Technician experience in this industry.

    TRAINING PERIOD

    A new team member to this position must complete a two-week training period prior to moving on to further prerequisites. During this training period, the team member should be looking to understand all Anchor procedures and policies as well as completion of the onboarding checklist.

    An existing team member moving into this position must complete a two-week training period prior to moving into further prerequisites. During this training period, the team member should be looking to understand all Anchor procedure and policies for this position.

    Compensation : $85,000–$100,000 base (depending on experience) + 10–15% of base salary bonus

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    Service Manager • Helotes, TX, US