Field Operations Manager - Hampton Bays, NY at The Bontempo Group

As the Field Operations Manager you are tasked to elevate our service delivery to new heights. In this dynamic position, lead a dedicated team of over 50 technicians and drivers, ensuring our swimming pool maintenance, repairs, and heating services are synonymous with quality, integrity, and unparalleled customer satisfaction.

Your leadership will be instrumental in driving daily operational excellence, spearheading rigorous training and quality control initiatives, and fostering robust client relationships. You'll strategically manage inventory and budget, uphold the highest standards of safety and compliance, and cultivate a culture of accountability and continuous improvement among our staff. This role not only offers you the opportunity to reinforce our clients prestigious reputation but also to directly impact our clients' experiences, affirming our legacy of excellence.

We believe in supporting innovation, celebrating achievements, and nurturing your professional growth. As a trusted internal team member stepping into this vital position, you're not just taking on a new job—you're embarking on a mission to maintain and enhance the living experiences of our clients, making every project a testament to our commitment to excellence. Key Responsibilities:

Team Leadership and Management: Will supervise and lead a team of 50 field technicians and field leads, providing guidance, support, and performance evaluations. Foster a positive work environment, encouraging teamwork, professional growth, and high morale. Develop the Field Leads to become stronger leaders, empowering them to effectively manage their own sub-teams. Hold the team accountable for their performance, ensuring that all tasks are completed to the highest standards. Conduct regular team meetings to discuss performance, address concerns, and provide updates on company policies and goals. • Scheduling and Routing, Develop and manage efficient schedules for field technicians to ensure timely and effective service delivery. Optimize routing to minimize travel time and costs while maximizing productivity and customer satisfaction. Adjust schedules and routes in response to emergencies, cancellations, or other unforeseen events; working with Field Leads to empower them to make these decisions as well. • Customer Service and Engagement o Ensure high levels of customer satisfaction by monitoring service quality and addressing any issues or complaints promptly. o Develop and maintain strong relationships with key clients, acting as a point of contact for escalated issues. o Implement customer feedback mechanisms to continuously improve service delivery and customer experience. o Collaborate with the sales team to identify and upsell and cross-sell opportunities. • Service Quality Assurance, Performance Monitoring, and Training & Development: o Maintain high service quality and safety standards, overseeing all aspects of swimming pool maintenance, repairs, and servicing, and ensuring compliance with standards and industry regulations. o Track and analyze key performance indicators (KPIs) to assess team performance, generate regular reports for senior management, and implement corrective actions for continuous improvement. o

Oversee the training and onboarding of new field technicians and field leads, providing ongoing development opportunities and collaborating with the Training Department to ensure compliance and safety. o Stay updated on industry trends and advancements, incorporating best practices to enhance team operations and performance. o Manage all aspects of the field service software. • Inventory and Resource Management: o Monitor and manage inventory levels to ensure timely completion of signed contracts and adequate stock of essential parts and equipment. o Coordinate with procurement and inventory management teams to maintain optimal stock levels and minimize downtime. o Allocate resources, including tools, equipment, and vehicles, to ensure efficient operations and implement cost-control measures to optimize utilization and reduce expenses. • Technology and Process Improvement o Leverage field service management software and other technologies to enhance scheduling, routing, and communication. o Identify and implement process improvements to streamline operations and increase efficiency. o Stay informed about technological advancements and recommend relevant tools and systems for adoption. • Budget and Cost Control: o Assist in the development of annual budgets for the service division, providing detailed forecasts and financial planning. o Monitor and control expenses, ensuring the division operates within budgetary constraints and identifying areas for cost-saving opportunities. o Analyze financial performance regularly, prepare reports on budget variances and implementing corrective actions as needed.