The Service Manager is a pivotal leader responsible for overseeing a team of Service Employees and managing industrial water treatment systems to achieve operational excellence. This multifaceted role integrates project, leadership, personnel management, customer engagement, and technical expertise to drive growth in service operations. The Service Area Manager is accountable for the successful execution of service contracts, with a strong emphasis on safety, cost efficiency, and customer satisfaction. They provide daily guidance to Service Technicians, maintain consistent communication with site leadership and various internal teams (Service, Regen, Sales, Admin) to ensure high levels of customer fulfillment, and guarantee the availability of necessary equipment and materials for operations. Furthermore, they are the primary point of contact for resolving service issues with customers, collaborating closely with the regeneration and sales teams to foster sustainable growth and enhance customer satisfaction.
Core Competencies
- Technical Acumen: Demonstrates comprehensive understanding of water systems to effectively diagnose and resolve issues.
- Leadership & EHS/Quality: Exemplifies strong leadership and champions the highest Environmental Health and Safety (EHS) and Quality standards for site teams.
- Team Empowerment: Leads and inspires Field Service Representatives, cultivating a collaborative and positive work environment.
- Contractual Integrity: Dedicated to delivering the specified quantity and quality of water as per contract agreements and customer-focused in fulfilling installation and service obligations.
- Talent Cultivation: Actively participates in the recruitment and professional development of Field Service Employees within their designated areas and contracts.
- Operational Oversight: Monitors key operational metrics, including system performance, employee utilization, overtime, and associated costs.
- Client Relations: Contributes to the establishment and maintenance of robust client relationships.
- Business Development: Collaborates with commercial leadership to identify and pursue opportunities for business expansion.
Key Responsibilities
- Employee Management: Directs and supervises a team of 10 to 15 employees, optimizing scheduling and utilization.
- Small Project Leadership: Manages smaller-scale projects, including Mobile Water Systems and Refurbishments. Develops accurate estimates for time, cost, and resource requirements for each task.
- Technical Documentation Review: Reviews and refines engineering drawings and P&IDs.
- Process Optimization: Implements enhancements to improve project efficiency and effectiveness.
- Stakeholder and Internal Communication: Keeps stakeholders informed of project modifications, contract timelines, and scheduling adjustments. Fosters open information exchange and a culture of customer fulfillment and satisfaction through communication with site leadership and employees. Communicates with Sales, Admin, and Regeneration teams as required.
- Proactive Issue Resolution: Anticipates potential challenges (e.g., outages, technical difficulties, customer needs) and proactively adapts plans.
- Resource Allocation: Schedules field service personnel and coordinates with facility staff to provide customer service by allocating resources effectively.
- Performance Analysis: Utilizes data analysis and reporting to track contract performance, develop budgets, and generate financial forecasts.
- Risk Mitigation: Manages operational and maintenance risks, escalating critical issues when necessary.
- Reporting: Provides leadership with reports on project progress, staff utilization, and contract expenditure versus budget.
- Maintenance Administration: Administers Preventive Maintenance programs across various project lines and customer accounts, documenting corrective actions.
- Daily Workflow Management: Organizes daily work assignments for Service Technicians, encompassing maintenance and sales orders.
- Service Report Review: Reviews daily Field Service Reports for content and to identify future service needs.
- KPI Management: Takes ownership of the reporting and continuous improvement of Service Key Performance Indicators (KPIs).
- Fleet Oversight: Manages the relationship with the fleet vendor, ensuring EHS and DOT compliance, operational convenience, and cost-effectiveness of vehicles.
- Training and Development: Serves as a training and operational resource for other Service Technicians.
- Material Procurement: Specifies and orders necessary materials and equipment to maintain smooth operations and service schedules.
- SOP Development: Prepares standard operating procedures; assists in creating documentation for customer use and operating contracts where Veolia operates and maintains customer systems.
- Quality Assurance Participation: Contributes to the Quality process (ISO, FDA) and owns Service-related processes.
- Sales Enablement: Provides support to the Sales team by assisting with cost estimates for the installation and service of portable water treatment systems (in collaboration with Operations specialists).
- Hands-on Support: Performs Service Technician duties as needed to manage business levels or to assist other technicians with troubleshooting or maintenance.
- On-Call Availability: May be required to be on call during non-business hours for emergency response.
- Asset Protection: Responsible for maintaining and safeguarding company assets, including plant infrastructure, fleet vehicles, equipment, and inventory.
Duties & Responsibilities
- Proven expertise in team building and management.
- Strong sense of accountability.
- Demonstrated initiative.
- Adept at process improvement.
- Proficiency in project management and project controls.
- Computer proficient.
- Excellent analytical skills.
- Reliable and thorough approach to problem-solving.
- Exceptional organizational and time-management skills.
- Strong communication skills.