Service Manager - Wall Township, NJ

We are looking for a Service Manager to join our company. This role would oversee the service department in our Paterson location. This role will assist with the daily operations and work to ensure all service needs for our Field Technicians and Mechanics are met. The role will report to the Director of Operations.

Responsibilities:

Daily operations: Schedule and dispatch field and shop service teams / Schedule all work with customers

Staff Management :

• • Hiring, training, and managing service department staff to ensure they provide high-quality service
  • Principles and practices of employee supervision, including work planning, assignment review and evaluation, discipline, and the training of staff in work procedures.
  • Principles and practices of leadership.
  • Administrative principles and practices, including goal setting, program development, implementation, and evaluation, and project management.
  • Principles and techniques for working with groups and fostering effective team interaction to ensure teamwork is conducted smoothly.

Customer Satisfaction:

• • Overseeing customer service operations to ensure prompt and personalized assistance, addressing escalated issues, and fostering customer loyalty.
  • Ordering of customer materials as required and following up on materials for projects as required
  • Techniques for providing an elevated level of customer service by effectively dealing with the clients (internal and external)

Process Improvement:

• • Monitors changes in regulations and technology that may affect operations; implements policy and procedural changes after approval.
  • Receives, investigates, and responds to difficult and sensitive problems and complaints in a professional manner; identifies and reports findings and takes necessary corrective action.
  • Ensures staff compliance with City, State, Company, and mandated safety rules, regulations, and protocols.
  • Developing and implementing strategies to improve service quality, streamline operations, and meet customer needs effectively.

Performance Monitoring – Tracking key performance indicators (KPIs), analyzing customer feedback, and monitoring service metrics to identify areas for improvement.

Coordination – Working with internal teams to ensure seamless service execution and the timely resolution of customer issues. / Coordinate resources for technicians as required with sister companies

This job requires on-call after-hours coordination of technicians for emergency service work.

Knowledge of:

• Methods, materials, and techniques used in the maintenance of facilities, buildings, vehicles, equipment, and related assets and appurtenances.
• Safety practices and safety regulations related to the operations of the assigned divisions.
• Practices researching operations and maintenance issues, evaluating alternatives, making sound recommendations, and preparing and presenting effective staff reports.
• General principles of risk management related to the functions of the assigned area.
• Methods and techniques of preparing technical and administrative reports, and general business correspondence.
• Applicable federal, state, and local laws, codes, and regulations as well as industry standards and best practices pertinent to the assigned area of responsibility.
• modern equipment and communication tools used for business functions and program, project, and task coordination.

Ability to:

• Select and supervise staff, provide training and development opportunities, ensure work is performed effectively, and evaluate performance in an objective and positive manner.
• Provide administrative, management, and professional leadership for the Fleet and Facilities Division.
• Evaluate and develop improvements in operations, procedures, policies, or methods.
• Administer complex and technical operations, maintenance, and related programs in an independent and cooperative manner.
• Respond to complaints or inquiries from clients, staff, and vendors.
• Research, analyze, and evaluate new service delivery methods, procedures, and techniques.
• Analyze, interpret, summarize, and present technical information and data in an effective manner.
• Conduct research projects, evaluate alternatives, make sound recommendations, and prepare effective technical staff reports.
• Direct the establishment and maintenance of various filing, recordkeeping, and tracking systems.
• Understand, interpret, and apply all pertinent laws, codes, regulations, policies, procedures, and standards relevant to work performed.
• Use tact, initiative, prudence, and independent judgment within general policy, procedural, and legal guidelines.
• Independently organize work, set priorities, meet critical deadlines, and follow up on assignments.
• Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.
• Effectively use computer systems, software applications relevant to work performed, and modern business equipment to perform a variety of work tasks.

Education and Experience:

• Degree from a certified Trade school or an associate’s degree minimum
• Instead of the above 5-10 years’ experience in a supervisory role in a service department or a municipal wastewater facility
• Municipal WWTP experience a plus
• Bilingual a plus
• An accredited municipal licensed operator is a plus

Licenses and Certifications:

• Possession of a valid Driver’s License and a satisfactory driving record must be maintained throughout employment.
• Possession of a Certified Automotive Fleet Manager (CAFM) or Certified Automotive Fleet Specialist (CAFS) from the National Association of Fleet Administrators; or Certified Public Fleet Professional (CPFP) from the American Public Works Association; or equivalent would be highly desirable

Work Location:

• In-person, on-site – Wall Township, NJ

Apply Here

Please send us your resume and we will contact you for an interview if your qualifications match our job description and requirements.