Job Description

Job Title:  

Sales & Service Operations Manager  

Department:  

Service  

Reports to:  

General Manager  

FLSA Status:  

Exempt  

Classification:  

First/Mid Offs & Mgrs.  

Work Hours:  

7:00 am – 5:00 pm, Monday through Friday, some weekends and evenings  

Pay Scale:  

$100,000 - $130,000 + incentive plan 

Position Summary:  

The Sales & Service Operations Manager is responsible for driving revenue growth and overseeing service operations for the company. This role combines strategic business development, client relationship management, and operational oversight to ensure high quality repairs, installations and maintenance services.  

Manage the sales and service operations of the company. This includes overseeing the daily dispatching and efficiencies. Other duties include customer relations, reviewing all billing and interacting with other managers concerning their sales and service needs. Responsible for making sure that all Service Team Members are properly trained. The Sales & Service Operations Manager is expected to handle all aspects of the sales department and to ensure the company’s monthly sales budget is achieved through proper planning and management of all incoming sales leads and other referral sources available within the company.  

Required Qualifications:  

• Three years related experience and/or training in customer service, management in a service industry, or equivalent combination of education and experience  
• Knowledge of the industry is recommended but not required  
• High School Diploma  
• Valid driver’s license  
• Computer skills  
• Ability to multi-task  
• Organized  
• Advanced customer service skills  

Desired Qualifications:  

• Three years related experience and/or training in sales, sales management, customer service, management in a service industry, or equivalent combination of education and experience  
• Knowledge of the Low Voltage or Electrical industry  

Essential Functions and Responsibilities:  

Sales & Business Development  

• Develop and execute a strategic sales plan to grow services with existing clients (Monitoring clients, Annual Inspection services, and other services)  
• Identify, pursue, and close opportunities for new installations, upgrades, and service contracts.  
• Build and maintain long-term client relationships to encourage repeat business and referrals.  
• Develop and execute a strategic sales plan to target new commercial and institutional clients (e.g. property managers, facility directors, schools, hospitals, etc).  
• Prepare and deliver professional sales presentations, proposals, and bids  
• Responsible for determining and setting sales policies and pricing  
• Responsible for the results in meeting goals/plans at agreed-upon margins and GPMD of the Service department  
• Review all sales proposals daily, including lost, sold, and pending proposals.  
• Securing work for the Service department/ installation department through marketing and referral generation programs.   
• Tracking sales performance, including but not limited to total sales, closing ratios, average sales, and self-generated leads.   
• Reviewing Daily Monitoring report and booking Service calls to address all alarms.  
• Establishing goals for Annual Fire Inspection sales.  
• Expand annual growth of RMR programs (Test & Inspections, Cloud-Based Subscriptions and Monitoring)  

Service & Operations Management  

• Oversee the scheduling, dispatching, and quality control of service technicians for commercial accounts.  
• Daily review of all service work orders to review for accuracy and proper billing. Ensure all invoices are sent to clients.  
• Monitor service performance metrics (response time, completion rate, client satisfaction) and implement improvements as needed  
• Outbound calling to ensure that Service schedules are full with billable work.  
• Manage Monitoring client alerts, Annual Inspection agreements and schedules, and warranty claims.  
• Responsible for making sure that all Service Team Members are properly trained.  
• Works closely with the other managers as necessary to coordinate effective use of labor.  
• Make sure that the Service Technician detailed the invoice thoroughly and billed correctly so that the customer understands the service rendered and that the problem was taken care of.  
• Set staffing (internal/external) training schedule  
• Establishing best practices for service department in Service Titan.  
• Performance reviews and increases  
• Assist with collections.  
• Other duties as assigned  

Success Factors / Job Competencies:  

• Ability to adhere to all company policies and procedures.  
• Client Satisfaction Level  
• Ability to observe and account for day-to-day operations.  
• Ability to bring projects to successful completion within budget  
• Strong company culture  
• Ability to identify areas of improvement for safety.  
• Ability to work well under pressure, meeting multiple and sometimes conflicting deadlines.  
• Ability to demonstrate cooperative behavior with colleagues and supervisors.   
• Ability to keep a well-organized and clean work environment.  

Physical demands and work environment:   

The physical demands and work environment characteristics described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may enable individuals with disabilities to perform the essential functions.  

Physical Demands:  

• While performing the duties of this job, the employee is occasionally required to walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; stoop, bend, lift, kneel; talk or hear.   
• There will also be lifting of 75 pounds or more over your head for an extended period and potential exposure to hazardous materials.  
• Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.  

Work Environment:  

• While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time. The noise level in the work environment is usually minimal to moderate.  
• The employee will be exposed to dark and confined spaces, extreme temperatures, extreme weather, and heights.  

Performance Standards:  

Certain key business indicators will measure the effectiveness of this job description. These include the following:  

• Demonstrated ability to work independently and without direct supervision
• Growth of the Service Department  
• Achieving the Budget revenue and gross profit goals for the Service Department
• Customer compliments or complaints.  
• Timely resolution of customer disputes.  
• Development and training of the Service Team.  
• Expand annual growth of RMR programs (Test & Inspections, Cloud-Based Subscriptions and Monitoring)  

Core Values:  

Indicators that will measure the effectiveness of this job description. These include the following:  

• Pride in our work  
• Be Honest and Do what you say   
• Hungry to succeed and thrive
• Serve team above self  
• Positive attitude, no negativity  
• Company dedicated and loyalty  

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