Job Description

Operations Manager, Lexington, KY

THIS IS NOT A REMOTE POSITION

Tech24, Lexington KY Branch is looking for a multi role Operations Manager

Call Brad at 864-549-8344 to learn more.

The Operations Manager duties include Work Order Management, Customer/Account Management and supervising Field Service Technicians, Dispatch, and Shipping and Receiving,

Role:

The Operations Manager is an area leader responsible for all day-to-day oversight of Field Service Technicians, Warehouse/Shipping and Receiving and Dispatchers in the Lexington KY market. This is a fast-paced customer-oriented position that demands leadership-focus, coaching and multi-tasking. This position is responsible for all Operations programs, and implementing plans to create and sustain a strategic competitive position and a high level of customer satisfaction. The position is responsible for developing, coaching, mentoring, succession planning, and leading team members and individual contributors to achieve their maximum potential.

Key Responsibilities:

Safety:

Executes and manages all safety initiatives in the field
Actively participates in service vehicle inventories and implements action plans for compliance issues, accurate fleet information and well-maintained vehicles

Take care of Customers and Associates:

Daily works with dispatchers on technician scheduling, service efficiency, schedule adherence, and contracted service completion
Manages service delivery excellence by working directly with Technicians, Dispatchers, and Customers
Works with Parts Department on parts issues, shipping, and delivery
Answers incoming calls from customers and route to the correct parties
Handles multiple calls at one time if needed
Professionally interacts with both internal and external customers
Learns and utilizes Field Service Management Software, Microsoft Suite and tools appropriately
Understands and strives to meet or exceed metrics while providing excellent, consistent customer service
Train, Support and provide leadership to all levels of Customer Service Representatives and Customer Service Specialist and Operations team members, as needed
Adheres to all company policies and procedures
Other duties as assigned

Integrity:

Reviews timecards for accuracy; adjusts in accordance with work rules and state law, and meets weekly payroll deadline
Workforce planning including Paid Time Off planning, and attendance policy adherence

Continuous Improvement and Entrepreneurial Spirit:

Focuses on workforce management; reviews service delivery metrics, determines root causes of customer disputes, and supports technician development opportunities
Helps recruit, select, coach, motivate, and manage performance for the branch team
Participates in new technician on-boarding and implementing/executing training plan
Identifies the potential in an individual and aligns development activities to their abilities and talents

Professionalism:

Leads service technicians and office support staff to ensure quality of work, appearance, and professionalism
Manages daily work force flow, scheduling issues, PTO schedule, and the on-call service schedule for weekends and evenings
Understands contractual agreements, operational parameters for each contract and warranty customer
Reports to the Area Manager and leads Tech 24 professionals

Physical Demands: