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Hitachi Global Air Power · 1 week ago

Service Operations Manager

West Valley City, UT

Full-time

Onsite

Mid, Senior Level

5+ years exp

Hitachi Global Air Power is seeking a Service Operations Manager to oversee their service administration team, focusing on service quoting, technician scheduling, and invoicing. The role involves managing a team, ensuring customer satisfaction, and collaborating with the Field Service Manager to implement effective service procedures.

Mechanical Or Industrial Engineering

Hiring Manager

Lakesha Williams

Responsibilities

Work with Field Service Manager to develop a market strategy aimed toward account retention and services growth in the region

Coordinate with General Manager on select activities/initiatives to improve the customer experience and improve store profitability

Develop a team of highly knowledgeable and motivated Inside Service Support members and assist in them achieving their personal and professional goals

Work with Field Service Manager to facilitate a plan to always provide reliable 24-hour emergency service support for our customer base

Identify potential candidates and work with HR to bring them to the company to enhance the team and meet the objectives of the company

Assess performance of inside service support personnel

Ensure that all customers are responded to in a timely manner regarding requests for service, service agreement visits, service quotations and site generated questions

Ensure all service support personnel have a working knowledge of all computer programs supplied them by the company to fulfill the responsibilities assigned to them

Target a technician labor billable ratio level which matches company goals

Maintain technician staffing at appropriate levels for business requirements

Ensure that the order cycle time levels are consistent with company goals and invoices are processed accurately and timely

Responsible for professionalism of inside service staff

Work with EHS Manager to ensure compliance of EH&S policies in accordance with organizational and local requirements

Maintain a clean, safe, working environment

Travel as required to drive business activity if multi-branch support required. (100% in office)

Demonstrate flexibility/teamwork as additional items will be required to help grow the business

Qualification

Service management experienceLeadership experienceMicrosoft Office SuiteSAP ERP systemsTechnical training/certificationsTeam buildingCommunication skills

Required

High School Diploma Required

Five years' service management experience in the compressed air industry (preferred), HVAC, industrial equipment, forklifts, or construction equipment

Proven leadership experience with strong written and verbal communication

Strong understanding of Microsoft office suite

Must be able to perform all functions of direct reports