Service Manager | Scotia - Sterling Engineering, Inc.
Scotia, NY 12302
About the Job
Job Title: Service Supervisor
Location: Scotia, NY & Endicott, NY
Position Overview:
We are seeking an experienced and motivated Service Supervisor to join our team. The ideal candidate will have a strong background in service management, particularly in water treatment or plumbing. As a Service Supervisor, you will oversee daily operations, ensure the efficiency and effectiveness of our service team, and maintain high standards of customer satisfaction.
Responsibilities:
- Perform daily reviews with individual Service Technicians, Installers, and Route Drivers.
- Review all service orders and routes to verify billing accuracy.
- Assign and schedule daily service work, deliveries, and warehouse activities.
- Identify opportunities to increase revenue through lead generation, incentive programs, equipment upgrades, and service call upselling.
- Monitor and enforce company policies and procedures within the team.
- Enforce minimum performance standards, including call-backs, stops per day, and overall productivity.
- Coach and counsel employees, addressing performance issues promptly.
- Spend a minimum of 25% of time in the field performing service work or conducting “Ride-Along Training Missions” to monitor and improve team performance.
- Ensure in-house repairs and reconditioning of all reusable equipment meet company specifications.
- Schedule service staff for after-hours and emergency call work.
- Respond promptly to all customer inquiries, personally addressing any negative customer situations.
- Visit damage claims and work with local and corporate management to ensure timely and accurate filing of all general liability, fleet, and workers' compensation claims.
- Cover paid-time-off for personnel within the department.
- Assemble pipe sections, tubing, or fittings using appropriate tools and methods.
- Install pipe assemblies, fittings, and valves for water treatment equipment using hand or power tools.
- Complete basic installation and removal of water treatment equipment.
- Ensure all Service, Route, and Warehouse personnel receive annual performance and salary reviews promptly.
- Review open service orders and route tickets daily.
- Conduct monthly safety meetings, maintain the local safety program and incentive plans, and document attendance and topics covered.
- Distribute and communicate all service and installation manuals, service tip sheets, and product bulletins to staff.
- Perform financial analysis of revenue and cost categories to identify improvement opportunities.
- Achieve and exceed budgeted service and route revenues, as well as gross margins.
- Maintain an organized and neat warehouse.
- Manage, maintain, and secure equipment inventory and supplies, keeping inventory control log current and balanced.
- Adhere to all fleet preventive maintenance schedules, ensuring all drivers properly inspect and maintain vehicles.
- Enforce all company fleet requirements and ensure compliance with federal or DOT regulations.
- Comply with all company policies as outlined in the employee handbook.
Minimum Requirements:
- 3-5 years of frontline supervisory or management experience.
- 3-5 years of water treatment experience or a plumbing background preferred.
- Proficiency in Microsoft Office programs, specifically Excel, Outlook, and Word.
- Valid driver’s license and any state-mandated special motor vehicle operation certificates.
- Ability to motivate and lead others.
- Outstanding communication and customer service skills.
Qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information.
Source : Sterling Engineering, Inc.
