Service Operations Manager - Fire Equipment Inc
Medford, MA 02155
About the Job
JOB TITLE: Service Operations Manager
EMPLOYER: Fire Equipment Inc.
DEPARTMENT: Regional Account Operations
REPORTS TO: General Manager
SUMMARY: The Service Operations Manager will work closely with the Regional Accounts Manager to ensure stellar service for our large customers across the New England Region. Focusing on these large accounts, the incumbent will partner with Service Coordinators for the purpose of scheduling technicians for these key regional accounts. They will maintain relationships with the day-to-day contacts at the customer sites, ensuring all scheduling needs are met, answering basic questions, and following through internally at FEI to ensure customers are receiving information/responses in a timely manner.
DUTIES AND RESPONSIBILITIES:
- Assist in Day-to-Day Scheduling: Approximately 20% of the role involves assisting with the day-to-day scheduling operations. This includes coordinating schedules for inspections, repairs, and emergency services for assigned accounts.
- Escalate Customer Concerns: Act as a point of escalation for customer concerns, ensuring that issues are addressed promptly and effectively. Maintain a high level of customer satisfaction through proactive communication and resolution of problems.
- Schedule Optimization: Ensure that schedules are appropriately booked with the correct skills, geographical considerations, and that schedules are fully filled to maximize efficiency and productivity.
- Day-to-Day Operations: Take responsibility for the day-to-day operations of the department, ensuring smooth functioning and adherence to established processes and procedures.
- Set Target Goals and Budget: Collaborate with senior management to establish target goals and budgets for the department. Monitor progress towards goals and take corrective actions as needed to ensure targets are met.
SUPERVISORY RESPONSIBILITIES:
Manage Dispatch Group: Oversee and manage the dispatch group to ensure timely and efficient deployment of resources. Monitor performance metrics and implement improvements where necessary to optimize efficiency.
QUALIFICATIONS:
- Proven experience in a Fire Safety technical role is a must.
- Previous experience managing teams and overseeing operations is required.
- Strong organizational and multitasking skills, with the ability to prioritize and manage workload effectively.
- Excellent communication and interpersonal skills, with the ability to interact with customers and staff at all levels.
- Proficiency in scheduling software and other relevant tools.
- Ability to work in an office environment
- Demonstrated ability to work under pressure and meet tight deadlines.
- Bachelor's degree in a relevant field is preferred, but not required.
COMPETENCIES:
- Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
- Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
- Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan. Is consistently at work and on time.
- Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
- Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
- Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
- Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
- Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
- Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
- Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
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