Service Manager

Service Manager (Technology Solutions) Denver, CO Why you should join Encore Electric, Inc. * Job Title: Service Manager * Location: Denver, CO * Base Pay: DOE * Employee Type: Exempt - Full Time * Industry: Electrical, Contracting, Commercial & Industrial Construction * Manage Others: Yes * Other Incentives: *

Yearly STIP bonus * Encore University * 401K Match * Excellent Benefits * Annual Reviews * Referral Bonuses for Successful Hires * Paid Time Off * Paid Holidays * National Renowned Safety Award * Company Sponsored Events * Complex, Interesting Projects Using the Latest Technology * Employee Owned Company DEPARTMENT: TECHNOLOGY SOLUTIONS REPORTS TO: DIRECTOR OF TECHNOLOGY SOLUTIONS OVERVIEW: The Service Manager has a pivotal role as a leader/liaison between the service and technical operations and must have a strong ability to multitask between each core responsibility. The role will pursue new client relationships to meet revenue and margin goals. It will be responsible for coordinating and assigning technical personnel to ensure an excellent customer experience and to optimize business efficiency. General Responsibilities Maintain open communication lines with all working relationships Follow up to ensure items for which the job is accountable are performed Earn and maintain customer's trust Uphold the core values of the organization Work well with others to accomplish the mission of the organization and of the job Specific Responsibilities * Ensure safe work practices and promote a culture of safety. * Coordinate service employees to ensure proper resolution of company/clients issues. * Provide hands on training to technical staff to ensure a competent and effective workforce. * Monitor and review employee work performance to identify areas of inefficiency. * Mentor and motivate technical staff to deliver timely and top-level service to customers. * Ensure Service Technicians comply with internal and external health/safety policies and procedures. * Anticipate service technician needs using proper leadership techniques and proven problem-solving methods. * Liaise with Operation and other departmental heads to develop tactical plans for the delivery of service and small projects. * Manage all external service clients and review yearly contracts as needed to be able to maximize profitability. * Pursues new client relationships and meets revenue/margin goals. * Develop a standard operating procedure handbook and a marketable service catalog for customers. * Ensure availability and forecasting of resources (manpower, tools, materials and other necessary equipment required) for the top level performance of job duties * Monitor timecards and maintain fair schedules, at times on short notice * Develop and implement policies and procedures for the performance of work operations. * Conduct periodic inspections to ensure the efficient performance of work equipment and systems * Prepare cost estimates required for operations, labor, and materials * Maintain documentation and proper records of work operations and decisions taken * Coordinate and assign to technical personnel according to their capabilities to ensure an even distribution of workload and customer satisfaction * Present reports of work operations to Director of Business Unit in order to provide information useful in taking key business decisions * Maintain an up-to-date knowledge of Systems and network by participating in educational programs and local industry events. * Drive powerful internal and external customer service * Understand project requirements to drive cost efficiencies and deploy assets (people and material) in the most productive and timely way possible * Ensure compliance and adherence to the organization's structure, core values, and mission/vision statements Other duties as may be assigned KNOWLEDGE, SKILLS AND ABILITIES: Knowledge of: * The construction process; scheduling manpower, materials, tools and equipment required * Constructability and the construction process * Technology construction, cost management * Technology service; dispatch through completion of billing * Customer service techniques, including account management and retention techniques Skill in: * Must be an excellent communicator and speaker both online in written interactions, and face-to-face customer service interactions. * Acting as a self-starter * Working with little supervision * Understanding scope gaps in construction documents * Listening and speaking intelligently * Adapting to new and changing requirements, environments, and/or information * Managing people and processes * Managing complex projects, breaking them down to their component levels * Using communication software * Effective written and oral communication sufficient to be able to elicit and communicate information and achieve understanding * Establishing and maintaining effective working relationships with customers, vendors, consultants, management, and employees * Microsoft office products * Prioritizing and reprioritizing to meet job needs * Identifying and managing risk * Complex problem solving Ability to: * Adapt to new and changing requirements, environments, and/or information * Manage people and processes * Manage complex projects, breaking them down to their component levels * Identify and manage risk * Conceptually estimate and provide input on demand * Conceptualize and visualize the project for constructability means and methods * Think on your feet * Understand when to speak and when not to speak * Be personally detached from ideas (no ego) * See things from multiple perspectives REQUIREMENTS: This position requires a bachelor's degree in Business or Construction, and a minimum of 10 years in a technology or construction-related field, or relevant combination of education and experience. Ideal candidates should have at least 6 years of experience specifically in a front-line customer service/dispatch position. A minimum of 3 years of above experience in management or leading a team of people. Encore Electric is an equal opportunity/affirmative action employer.