Commercial Service Manager

Gem Plumbing and Heating
US - Rhode Island - Lincoln
January 7, 2025

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.

Read the full job description and apply online on the recuiter's web-site

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