Posted: May, 3, 2019 Full-Time Appleton, WI, United States
This role partners with the service team and the rest of the organization to achieve revenue growth and margin goals, and maximize service delivery to achieve customer satisfaction goals. Responsibilities may include service sales and effective implementation of service strategies as determined by Suburban Electric’s ELT.
What You’ll Be Doing:
Operational Execution (Perform Work)
Maintains direct operational control for delivering service in a safe, efficient, and effective manner. Oversees the organization and scheduling of all service requests and works with Service Dispatcher and Service Coordinator to assure customers are responded to expediently
Assures clear communication with service electrician(s), the customer expectations, scope of work and potential issues. Assists Dispatcher and Coordinator in collecting accurate customer information at time of service requests and documenting and tracking information in service database
Requires the use of common courtesy in everyday contact with team members, customers, and the general public. Demonstrates and expects patience and empathy for customers and their concerns. Can effectively diffuse highly charged situations with tact and diplomacy
Insures service, maintenance and repairs are performed in accordance with all federal, state, and local codes. Oversees all inspection requests. Maintains or requires proper licensing, industry certifications and apprentice ratios in accordance with local, state and federal codes and Suburban’s standards
Maintains supply inventory availability and fiscal accuracy by checking material stock to determine inventory levels; anticipates needed supplies; places and expedites orders for electrical material; reviews and approves invoices
Maintains appropriate staffing level and workload distribution to meet customer and business needs. Assures ample coverage during times of emergency response, shutdowns, on-call/after-hours and also working or being on-call as required
Serves as technical support and quality assurance of all field personnel. Assists all Service Leads and technicians in troubleshooting skills and technical knowledge. Resolves customer problems that have been escalated from the Service Lead level.
Maintains efficient use of all material, tools and equipment including trucks assignments, assuring maintenance and cleanliness inspections are performed and adhered to. Eliminates wasted or multiple trips and unnecessary stops for material purchases
P&L – Financial Analysis – (Measure/Report Work)
Uses strong service metrics, creates an environment where all team members are driven to perform and welcome KPIs as a means to improve customer expectations, their personal development and to meet department goals
Performs site visits constantly to ensure that the workmanship meets the required specifications and is of quality that Suburban Electrical customers have come to expect.
Implements and analyzes service productivity and recommend changes to improve customer service and profitability. Partners with Service Dispatcher and Coordinator and presents metrics to Director of Service
Assures work performed is accurately invoiced for through clear communication and automated means and methods. Assures customer contracts and negotiated rates are adhered to.
Meets electrical maintenance financial objectives by forecasting requirements, inputting to an annual budgets, scheduling expenditures, analyzing variances and initiating corrective actions.
Process, Team and Departmental Development – (Improve Work) – Continuous Improvement
Achieves service and maintenance operational objectives by contributing information and recommendations to Director of Service. Prepares and completes action plans; implements production, productivity, quality, and customer-service standards. Resolves problems; completes audits; identifies trends; determines system and process improvements and implements change.
Accomplishes accurate maintenance and service staffing by recruiting, selecting, on-boarding, training, assigning, scheduling, coaching, and counseling team members within Suburban’s standards. Communicates job expectations; planning, monitoring, and performs annual reviews and career development. Provides recommendations for compensation increases disciplinary actions to Director of Service for approval; may assist in carrying out necessary action.
Organizes and lead technician meetings and safety training
AMR, BD – (Get Work)
Meets with service customers on a regular basis to ensure that we are providing quality service and meeting their individual needs. Proactively communicates with and seeks feedback from service customers. Seeks to continuously improve customer satisfaction. Seeks feedback through the Suburban Customer Survey process. Has responsibility for customer satisfaction on all service accounts.
Meets with customers, immediately upon their request, to establish scope of work and an estimate.
Assists in growth of Service Department. Identifies and recommends new service opportunities and service products. Coaches, councils and trains technical applications to the sales and estimating teams to improve service quality, accuracy and profitability.
What You’ll Bring To The Table:
Journeyman Electrical license in Wisconsin with 15 years of experience
Experience in Service Management and Dispatch software, GPS vehicle monitoring and Microsoft Office and Outlook
Excellent written and oral communication skills; working knowledge of work-processing and integrated software applications; organizational skills and ability to perform detail-oriented work are required
Must be familiar with a variety of the electrical field’s concepts, practices, best practice, and procedures including the technical ability to understand and interpret electrical codes, life safety codes, residential service work, NFPA, uniform building codes and lighting systems where applicable
Experience and knowledge of electrical applications, permits, electrical maintenance goals, facility maintenance application and PM standards
Minimum of five years of previous, relevant field service or related required
Previous supervisory experience required
What We’ll Do For You:
Our Culture. Safety, core values, teamwork, feedback, and continuous improvement. This is our culture. This is how we work together. This is how we do business.
Your Career. You have a career here at Suburban. Not just a job. We want you to reach your highest potential. You decide what that is.
Our Commitment. To your financial health and well-being. This starts with the Great Game of Business, the Employee Stock Ownership Plan (ESOP), bonus plan, increased income potential, and benefits.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
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