Director of Operations, Service

Job Description

Job Description

Description:

Essential Roles and Responsibilities:

• Oversee the quality inspections and internal sales initiatives.
• Ensure proper recordkeeping for internal databases including Pool Brain, NetSuite and Ninety.io.
• Project and communicate needed inventory with the Inventory Specialist and Warehouse & Fleet Maintenance Specialist to ensure equipment and parts are in stock at the respective times of year they are deemed necessities (heater elements, filter cartridges, etc.).
• Lead, Manage, and Hold Accountable all personnel within the Service Department, including holding regular L-10 meetings with necessary team members.
• Manage the departmental financials, including but not limiting open sales orders, production goals, profit goals, labor costs, and more.
• Ensure proper equipment and resources are available for the departmental personnel, including but not limiting tools, training materials and appropriate staffing.
• Ensure compliance and safety standards are upheld for all members of the service department.
• Oversee the coordination and optimization of field team member service calls and route stops.
• Oversee all warranty service calls and claims.
• Manage all production and financial goals for the Service department including monthly/quarterly revenue goals, productive workload, technician utilization, route optimization and route retention.

Required Skills and Abilities:

• Critical Thinking
• Customer Service
• Conflict Management
• Time Management
• Active Listening
• Reading Comprehension
• Service Orientation
• Detail Orientation
• Dependability
• Hand-Eye Coordination
• Written Communication
• Speech Clarity
• Speech Recognition
• Oral Communication

Technology Skills:

• Paylocity: HRIS Software
• Microsoft Suite: Outlook, Word, Excel
• Ring Central Phone System
• NetSuite
• Skimmer
• Company Cam

Other Requirements:

• Must have an acceptable criminal background.
• Must be able to pass a drug screen, upon offer of employment and any time as required while employed.
• Must have an acceptable driving record to be added to the Company automobile insurance.