Job Posting for Commercial Service Manager at GEM Plumbing & Heating Services, LLC

Gem Plumbing & Heating is a growing company that has been recognized for setting the standard for excellence in on-time, high quality, and friendly customer service. Here at GEM, we provide career opportunities to master your craft, earn competitive wages, and make a real difference in the lives of our customers and our community.

As Commercial Service Manager, you will be responsible for overall operations, growth, recruitment and retention of Residential, Commercial, and Construction departments, including installation, on demand, and preventative maintenance. Essential Job Functions

Ensuring calls and technician capacity is maximized each day for all your department
Lead our team of talented field staff and play an integral role in their training and development
Access and resolve all customer service issues, including but not limited to: escalation, receivables, refunds, resolution. G/L claims, Poor reviews, and Workmanship/satisfaction errors
Show technicians how to establish customer rapport to sell the right products and services.
Manage staff and exceed customer expectations by accomplishing the highest quality service calls, every time.
Manage all Commercial preventative maintenance contracts assigned to each Branch insuring all maintenance visits are being completed on time while exceeding customer expectations while establishing a proactive approach to said visits
Work in tandem with the warehouse to ensure proper credit is received as well as material allowances
Review and approve any non-productive time
Set and monitor goals for overall team growth and profitability
Conduct morning stand up meetings in efficient and productive manner
You will hold your team accountable for exceeding revenue goals and integrate sales strategies across other departments
Integrate sales strategies across other departments to drive profitable results. Collaborate with the Commercial Sales Manager and the Commercial Sales staff with regards to sales leads and customer installation needs, preventative maintenance contacts, and cross trade opportunities
Make sure incentive programs are equitable and drive correct behavior
Ensure alignment across all departments for promotion of leads for all operational equipment ( Trucks, Cell phones, Ipads).
Maintain optimum staffing levels through labor forecasting, planning and recruiting
Monitor performance of field technicians and advise them on how to improve
Serve as a technical back-up for field technicians when necessary
Communicate clear performance expectations and conduct performance reviews for direct reports

Required Skills and Experience

Bachelor's degree in Business Administration or equivalent experience required.
Minimum 5 years of experience in the trade
Extensive technical skills within the trade
Understanding of operational concepts including planning, scheduling and logistics
Demonstrated excellent written and verbal communication skills
Proficiency in standard Microsoft software platforms to include Excel, Word, Outlook, Teams, PowerPoint, etc.....
Monitoring, measuring, and reporting service metrics, and forecasting resources within the Service Titan platform

Working Conditions

Office environment with occasional interruptions
Occasional travel to customer job sites
The noise level in the work environment is usually moderate
Evening and/or early morning, and/or weekend hours periodically
Ability to work remote with management approval

Physical Capabilities

While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time, including long periods of sitting, keyboard entry, use of office equipment, use of computer monitor
Ability to speak concisely and effectively communicate
Be able to communicate using a computer and phone/smart device
Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust
May require physical effort and cardiac endurance while reaching with hands and arms, stooping, kneeling, crouching, standing, walking, balancing, bending, leaning, kneeling, walking, and climbing
Carrying supplies, up to 25 lbs.

While working with us expect to be treated like family – because you are! You will work in an environment where your hard work is rewarded, recognized, and appreciated. Your daily contributions will have a direct effect on the success of the company and your future. If you want to be part of something bigger than just a job –make this career move and apply today!

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Salary.com Estimation for Commercial Service Manager in Lincoln, RI

$119,740 - $154,142

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Commercial Service Manager

Job Posting for Commercial Service Manager at GEM Plumbing & Heating Services, LLC

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