Gem Plumbing & Heating - Commercial Service Manager

GEM Plumbing & Heating is a growing company that has been recognized for setting the standard for excellence in on-time, high-quality, and friendly customer service. Here at GEM, we provide career opportunities to master your craft, earn competitive wages, and make a real difference in the lives of our customers and our community.
Position Overview

As the Commercial Service Manager, you will be responsible for overall operations, growth and recruitment and retention of (Residential/Commercial/Construction) departments, including installation and on demand. This candidate will travel within the RI and MA area, and will report to our Lincoln, RI location.
Essential Job Functions

Ensuring calls and technician capacity is maximized each day for all your department

Lead our team of talented field staff and play an integral role in their training and development

Access and resolve all customer service issues, including but not limited to: escalation, receivables, refunds, resolution

G/L claims

Poor reviews

Workmanship/satisfaction errors

Show technicians how to establish customer rapport to sell the right products and services.

Manage staff and exceed customer expectations by accomplishing the highest quality service calls, every time.

Work in tandem with the warehouse to ensure proper credit is received as well as material allowances

Review and approve any non-productive time

Set and monitor goals for overall team growth and profitability

Conduct morning stand up meetings in efficient and productive manner

You will hold your team accountable for exceeding revenue goals and integrate sales strategies across other departments

Integrate sales strategies across other departments to drive profitable results.

Make sure incentive programs are equitable

Ensure alignment across all departments for promotion of leads for all operational equipment

Trucks

Cell phone/iPads

Maintain optimum staffing levels through labor forecasting, planning and recruiting

Monitor performance of field technicians and advise them on how to improve

Serve as a technical back-up for field technicians when necessary

Communicate clear performance expectations and conduct performance reviews for direct reports

Required Skills and Experience

Bachelor's degree in Business Administration or equivalent experience required.

Minimum 5 years of experience in the trade

Extensive technical skills within the trade

Understanding of operational concepts including planning, scheduling and logistics

Demonstrated excellent written and verbal communication skills

Working Conditions

Environment

Office environment with occasional interruptions

Occasional travel to customer job sites

The noise level in the work environment is usually moderate

Evening and/or early morning, and/or weekend hours periodically

Ability to work remote with management approval

Physical Abilities

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time, including long periods of sitting, keyboard entry, use of office equipment, use of computer monitor

Ability to speak concisely and effectively communicate

Be able to communicate using a computer and phone/smart device

Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust

May require physical effort and cardiac endurance while reaching with hands and arms, stooping, kneeling, crouching, standing, walking, balancing, bending, leaning, kneeling, walking, and climbing

Carrying supplies, up to 25 lbs.

Benefits

Competitive Compensation Plan

Medical, Dental, and Vision

401K Plan with Company Match

Uncapped Paid Time Off

Holiday Pay

Long Term Disability

Company Paid Life Insurance

Flexible Spending Account

Great Company Culture

Continuous and extensive training and development

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.