Operations Manager - Service

JOB SUMMARY:

Regional Responsibilities to include the leadership and management of the day to day department operations including but not limited to all Service Operations, Field Personnel and Supervision, Project Engineers, Design Engineers and System Software Engineers. The responsibilities include both Service and Service Projects Operations. This role supports the strategic planning and development of the overall operations and technical services group in alignment with the business’ strategic direction.

ESSENTIAL FUNCTIONS:

• Manages and oversees company standards and process execution and quality assurance of the local operations team.
• Manages the local team through leadership and change management techniques to effectively deploy new company strategies, standards and processes as necessary.
• Manages the service group workload and resource capacity through effective planning and allocation of team resources to service operations as the local business dictates.
• Manages the local service business turnover process and ensures meetings with the Project Manager & Project Engineers, to gather all information needed to conduct engineering, software development and field service execution expectations.
• Manages and maintains the local and regional use of Sunbelt engineering, software and graphics solutions standards documentation and libraries.
• Responsible for administration of individual skills assessments and annual personal and professional development planning for operations personnel.
• Supports the development of methods and processes to increase personnel efficiency and effectiveness while striving to reduce costs for overall project and service operations.
• Local market networking and third party recruiting relation development to support the recruitment and hiring of all operational staff.
• Develops annual staffing and recruiting strategy for sizing the local operations business for growth.
• Provides weekly/monthly resource capacity management for scheduling and resource loading to the management team as necessary.  Will also participate in monthly backlog review with Service Manager.
• Proactively supports the evaluation of potential issues on projects and initiates actions plans with the associated Project Manager to limit negative outcomes and exposure.
• Develops and maintains viable and productive relationships with the local customer base, project managers, office staff and field personnel.  Schedules and attends meetings as necessary.
• Develops and maintains a local network of viable subcontracting partnerships that supports the outsourcing of various contacting and service work as necessary.
• Provides project development support with operational staff as necessary to the Project Managers in solutions, applications, execution and cost estimating strategies.
• Provides customer and project accountability assurance throughout and supports post-project reviews as necessary.
• Manages individual and department operational productivity on a monthly and YTD basis to meet expected productivity metric goals for the local business unit.
• Manages the cost accountability of each of the team members through leadership and effective communication and coaching.
• Evaluates and develops operational group supervisor roles for effective management and leadership of their respective teams as put in place with needs of the local business growth.
• Participates in local presentations internally and externally as necessary to demonstrate operational team effectiveness, credibility and experience as required.
• Continuously pursues personal development in local market and industry technologies and solutions to enable operational support both internally and externally as necessary.
• Other duties as assigned by the Service Manager or Branch Manager.

EDUCATION AND EXPERIENCE:

• Bachelor’s degree in engineering and/or 7-10 years of related work experience in HVAC Service or Building Automation operations field.
• Ability to operate independently and autonomously and yet possess the discretionary judgment to know when it’s appropriate to consult with others in the organization and/or escalate to the Regional Operations Manager and/or local Location/Sales Manager.
• Demonstrate a corresponding high sense of integrity.
• Demonstrated experience/ability to convey advanced concepts in a manner that is understandable to basic/junior stakeholders.
• Strong interpersonal and project management abilities, employing strong organizational skills to respond successfully to a high volume of business challenges.
• Demonstrated ability to delegate basic and/or “stretch” tasks to less experienced staff and assign resources correctly to diagnose/address issues.

ACCO COMPETENCIES:

• Proactivity / Initiative: Recognizes what needs to be done and accomplishes it in a manner appropriate for one’s level/position and with minimal supervision.
• Perseverance: Shows the wherewithal to fight for difficult goals despite challenges and to bounce back from adversity.
• Insight: The ability to gather and make sense of information that suggests new possibilities.
• Engagement: Shows a knack for using emotion and logic to communicate a persuasive vision and connect with people.
• Teamwork: The ability to effectively work toward common goals with others by supporting, encouraging, and sharing information in an authentic and approachable manner.
• Big Picture: Understands and contributes to organizations’ short- and long-term business strategy.  On a personal level has independently developed a vision for short- and long-term career success.
• Motivation / Dedication: Commits to excellence in pursuing unselfish goals.  Initiates action with collective goals takes responsibility and shows personal humility.
• Technical Curiosity / Willingness to Learn: Interest in seeking out new experiences, knowledge, and candid feed, back; demonstrating an openness to learning and change.
• Problem-Solver: Ability to identify, analyze, and solve a problem in support of personal, group, department, or organizational objectives.

PHYSICAL REQUIREMENTS:

(The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• While performing the duties of this job, the employee is regularly required to sit, use hands to operate computer keyboard and telephone, talk, hear and lift and/or move up to 10 pounds
• The employee frequently is required to reach with hands and arms.  The employee is occasionally required to stand and walk. 
• The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision and ability to adjust focus.

Competitive Wages: 

$88,000 to $119,000 Annual Salary. Applicants please note that actual compensation is determined by several factors that are unique to each candidate, including but not limited to job-related skills, depth of experience, certifications, relevant education or training, and specific work location, among others. The offered wage or salary is only one aspect of an employee's total compensation.

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