Service Manager

Overview:

The Service Manager will have total management responsibility for the timely and profitable execution of all service/repair work. He will receive, enter into job management system, plan, schedule, dispatch, oversee, and invoice all service jobs while ensuring the highest levels of customer satisfaction and professionalism.

Primary Responsibilities:

• Be the resident expert on the Service Management portion of the enterprise system software (Vista). The software is a key management tool to be used constantly and in real-time by the Service Manager in the everyday performance of his duties.

• Receive all telephone calls/requests from customers and will enter them into the job management system, recording desired completion time, T&M or fixed cost, and all other pertinent information into the system.

• Keep system updated as job status changes

• Ensure purchase orders & time sheets are reviewed, approved, and entered into management system.

• Prepare and deliver quotations, respond to customer request for repair service pricing, maintenance pricing, and time & material pricing.

• Prepare and respond to formal client RFP pricing for service and electrical maintenance.

• Review the "New Jobs" report at close of business each day to ensure all critical work is properly scheduled.

• Review "Overdue Jobs" report weekly prior to scheduling of upcoming week's work.

• Review "WIP Report" weekly to confirm actual cost vs. quote on all quoted jobs.

• Prepare weekly technician dispatch schedule each Friday, showing technician and assigned jobs, by job number and name. Update daily.

• Review work with Service leads, electricians, technicians and ensure all material, information, tools and customer coordination is in place before dispatching techs.

• Communicate with Service leads, electricians, technicians, throughout the day to monitor job progress and ensure efficient use of labor. Keep customer advised of any problems that occur. Facilitate problem solving by pulling in whatever additional resources may be required.

• Contact vendors directly if appropriate to expedite material needs.

• Invoice jobs as they are completed - ie daily. Service Manager will invoice jobs personally except contract labor jobs that require substantial back-up.

• Invoice completed work within 24 hours of completion.

• Review Sales Register at close of business each day to ensure adequate profit margins achieved and billings are proper and correct.

• Keep open job report "clean" so no dead jobs and no unbilled jobs.

Supervisor Responsibilities:

• Supervise service electricians and Service Technician

Education and/or Experience:

• Associates Degree (preferred), 5+ years' experience

Knowledge, Skills, and Abilities:

• Must have understanding of company procedures for resource acquisition and support.

• Interpersonal skills sufficient to positively influence employees and subcontractors to actively achieve mutual goals.

• Must have understanding of Government Contracts, Statements of Work, correspondence, reports, and records.

• Proven ability to communicate with employees and customers including government.

• Must possess capability to manage multiple tasks concurrently.

• Excellent verbal and written communication skills.

• Must be proficient with Microsoft Suite of products including, Word, Excel, Access and E-mail business software.

• Must have experience with estimating, cost control and project scheduling.

• Must demonstrate a good attitude and ability to work as a member of a Team.

• Position requires self-motivation and the ability to work effectively under a minimum of supervision. Must be able to multi-task efficiently, work in a fast paced environment on multiple projects, and have a strong attention for detail.

Certificates, Licenses, Registrations:

• SM work orders, service contracts, dispatch board and invoicing.

Security Clearance:

None Required

Work Environment:

This position is based out of Oahu, Hawaii for our client American Electric, email your resume at careers@americanelectric.com