Field Operations / Service Manager

Job Description:

The Service Manager is responsible for a team of Craftsmen, the success of our service to our clients, and ensuring operational efficiency/profitability.  They manage a team of Craftsmen and all their customer service interactions, providing the highest quality of work and customer service, and developing loyal client relationships. The Service Manager maintains a strong working knowledge of all industry standards and practices as well as the company’s products and services. They set goals/objectives for their team and reports to see how well the team is doing in achieving targets. 

The summary of our company mission is: Happy Paying Clients that call us back time and time again.

To be successful as a Service Manager you must have strong people skills, attention to detail, a high sense of urgency, and a desire to confront problems. This role requires a strong sales-minded attitude as well as excellent leadership, and management skills. You should also have the ability to develop and maintain strong, positive relationships with other people.   

Position Responsibilities:

• Leads a team of Craftsmen in providing our clients the highest level of service imaginable (a client experience second to none) to create loyal clients that call us back time and time again.  
• Builds the best possible team of Craftsmen and retains them by creating long-lasting relationships and loyalty to HH as a company. Coaches, guides, and motivates and mentors craftsmen. 
• Works to make HH the best possible place to work in our industry for each one of our Craftsmen. 
• Conducts interviews, hires/terminates, onboards, trains, professional development, skills assessments, regular performance reviews, employee evaluations, promotions, documentation, team meetings, team building events and the setting of goals/objectives with each Craftsmen.  
  
• Conducts on-site visits. 
• Responsible for all daily client interactions and experiences with our Craftsmen; communications, appearances, punctuality, organization, procedural compliance, jobs, scheduling needs, quality of work, quality of materials, ordering/delivery of materials and the written/visual quality of our estimates, change orders and invoices. 
  
• Investigates and resolves client complaints/concerns, warranty calls, negative client surveys and online reviews.
• Reviews, updates and enforces Craftsman policies and procedures.  Acts swiftly when clarification or correction is needed and gives notices, (verbal, and written). 
  
• Builds strong relationships with referral partners, professional relationships and with vendors.
• Tracks, measures and improves the performance of his Craftsmen to accomplish department goals: 
  • Increase our Client Satisfaction and Net Promoter Score (NPS)
  • Reduce Craftsmen (Employee) Turnover - Prevent lose a Craftsman unexpectedly
  • Increase the Craftsmen Availability Rate for team of Craftsmen (How Often a Craftsman works a 40 hour week)
    
  • Increase Craftsmen Efficiency (% of Time We Invoice Clients for Time VS Hours Paid)
  • Improve our On Time Percentage rate of 100%
    
• Conducts weekly meetings with upper management. 
  

Position Requirements:

• Previous management experience.  
• Excellent leadership, communication, organization, and customer service skills. 
• Computer and technology proficient.
• Strong creative thinking and problem-solving skills. 
• The ability to work under pressure and handle stress.  
• Preferred: A bachelor’s degree in business, administration, or related field

Company Benefits:

• Company Vehicle (Truck) and Gas Card
• Ten(10) Company Paid Holidays
• Paid Time Off (PTO)
• 401K Retirement Plan with up to 4% Company Matching Contributions.
• Health/Medical, Dental and Life Insurance
• HH Handyman Services at very generous employee only rates