Job Details

Job description

Service Lead/Service Manager:

Come join us in a growing service organization! This role will oversee the day to day operations of a small technical service department (2-3 technicians) within the air compressor and equipment field.

The Service Lead/Service Manager’s core function is to drive and oversee the 2-4 person service department in scheduling, sales and customer relations. Role will monitor ongoing customer feedback and increase sales per service team goals. The role starts as a Lead and can be progressed to Manager based on successful performance of job function. Individual must implement continuous process improvements, and identify strategies to strengthen the company’s position in the air compressor market. The Service Lead/Manager is responsible for resolving escalated service issues, and will coordinate with service technicians to find solutions and resolve with immediacy and accuracy. The Service Lead/Manager will identify "on the job" training opportunities and oversee professional development and certifications for service technicians. This role will keep a clean and tidy shop and will oversee safety standards for the team. This involves site visits, quality control checks, as well as managing administrative functions. The mix of office vs. field is around 60/40. The role will be required to perform maintenance and emergency services as required. We are a 24/7 operation.

Location: Omaha, NE

This position requires role to be at customer sites at least 40% of the time, and company vehicle will be provided for client based visits. Individual must have a valid driver's license and satisfactory driving record. Interactions with existing vendors is frequent as well.

Position Details:

• Provide strong leadership and daily work direction and mentorship to the service team (2-4 people)
• Lead small and large projects from start to finish and gather customer feedback
• Be an active and engaged member of the leadership team (communicate actively on current project and team status- wins and issues)

• Hold regular performance conversations and identify development opportunities; including variances and corrective action if needed
• Prepare reports necessary to track team member and department performance to review with overall company KPI's and set metrics
• Serve as the technical escalation point to troubleshoot complex issues and communicate with clients and current team members
• Coordinate technical support to ensure service technicians perform all services in accordance with the vendor's recommendations and specifications
• Assist sales team with pre-sales calls when requested
• Communicate technical information to non-technical audiences
• Identify potential challenges and implement adjusted solutions
• Work under minimal supervision and prioritize incoming tasks appropriately; and take initiative and ownership of role
• Provide feedback to management on process improvement and areas of concern
• Demonstrate a commitment to customer service, and anticipate, meet, and exceed expectations by solving problems quickly and efficiently, making customer issues and service the highest priority
• Track all department expenses. Scan all receipts and match cost to job and credit card statement.
• Exhibit leadership abilities and foster a team environment
• Utilize company resources efficiently
• Utilize and learn company technology (Telegram, Zen Desk, House Call Pro, Google Workspace, QuickBooks online) to streamline the service department
• Maintain safe and clean work environment and keep staff updated on all work safety concerns
• Handle and oversee 24-Hour Emergency Support for all service needs and oversee warranties

Skills/Requirements

• Field service people and project management experience a plus
• Excellent attendance and time management skills; and able to multi-task
• Self-starter, learn quickly, detail oriented, can take and give direction well
• Strong written and verbal communication skills
• Proficient with computers and various software applications
• HVAC and auto technician experience a plus
• Professional appearance required (company uniforms provided)
• Valid Driver’s License required and in good standing
• Must be authorized to work in the US

Physical demands

• Ability to lift 50 pounds

Benefits

• Medical reimbursement
• Flexibility
• Travel Opportunities
• Growth Opportunity
• Company vehicle for site visits
• Relaxed, family environment
• Opportunity to work autonomously

Omaha Pneumatic Equipment Company is an Equal Opportunity employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, protected veteran status, or any other factor protected by applicable federal, state, or local laws.

Job Type: Full-time

Pay: $50,000.00 - $65,000.00 per year