Field Manager - Client Services and Field Operations

Hampton Bays NY

Description

********DUE TO SPAM PLEASE DO NOT REPLY TO THIS POSTING******** PLEASE GO TO OUR WEBSITE, WWW.TORTORELLA.COM/EMPLOYMENT, FOLLOW THE INSTRUCTIONS TO COMPLETE THE ONLINE APPLICATION PROCESS. THANK YOU. Tortorella Service LLC Job Description Field Manager - Client Services & Field Operations POSITION SUMMARY Supports the Service Division by ensuring the team of Field Techs and Mechanics provide outstanding client service in an efficient and profitable manner, including client retention and satisfaction. Continue to grow the Service client base year over year. Partners with other Managers to identify revenue growth opportunities that include growing the client base, proposing new products, sales opportunities for both Service and Construction and expand training, as needed. Responsible for manpower planning and hiring, including terminations and employee retention. Will also keep up with technical trends and operation of all new equipment. Accountable for handling all client issues, concerns, and client retention, both within respective territory and for the Division as a whole, as needed. Considered as one of the key subject matter experts in the Division on pool chemistry and pool technology and expected to share knowledge with colleagues and direct reports. DUTIES AND RESPONSIBILITIES CLIENT SATISFACTION • Maintains close client relationships by addressing questions and concerns in a timely and professional manner. • Ensure phone calls, emails and messages are attended to promptly and is the primary contact for all clients in the area. • Accountable for client satisfaction, client retention and on-boarding of new clients. • Review email and phone messages throughout the day and partner daily with CSR to ensure all client requests, issues and concerns are proactively resolved. • Daily attainment of service objectives; ensures key client service levels are attained in relevant divisions. • Primary contact for existing clients. • Sell and cross-sell own and other Division’s products and services to Service Clients. • Identify and triage client service issues within their area, or other areas as needed, and provide guidance to scheduler and/or techs/mechanics. • Accountable for hands on support, as required, for their team or Division with all aspects of their team’s responsibilities. EMPLOYEE DEVELOPMENT • Ensure all tech/mechs are trained and performing at established target levels and scheduled appropriate training based on employment status and bench building targets. • Ensures safety of staff both on and off the road by being familiar with and enforcing safety guidelines. • Develop staff by setting challenges, coaching and counseling and setting daily targets, objectives and routes.. • Accountable for hiring and turnover of techs and mechanics. • Responsible for ensuring accuracy of daily check in process and coaching techs/mechs on corrective actions, where appropriate. • Utilize performance management tools when necessary to counsel employees on acceptable behavior and performance, up to and including, terminating employees not meeting standards. • Ensure that company core values are upheld. • Maintains team productivity by monitoring quality of execution and efficiency of individuals within the team. • Monitors trends within the team and makes adjustments as necessary to ensure a productive work environment and that targets are met and ensures workloads are prioritized and realigned as needed. • Maintain knowledge of employee handbook, act as a resource for any questions from employees. PROFITABILITY • Accountable for identifying and monitoring trends in their client accounts through pertinent software programs and daily check in, especially regarding chemical usage and target automation operation. • Ensure department operates efficiently and targets are attained Division wide through monitoring staffing levels and overtime budgets. • Responsible for evaluating properties, preparing estimates and client proposals to ensure delivery and proper follow up with clients. • Works to identify revenue generation and growth opportunities for the Group. GENERAL BUSINESS • Maintains professional and technical knowledge by attending technical workshops and reviewing technical publications. • Provide a safe and ethical work environment by ensuring “Team Values” and “Code of Conduct” principles are actively in place and practiced. • Ensure field process efficiencies. • Partner with all other management team members in all Divisions to attain key business milestones or other objectives as set forth by the Director. • Maintains familiarity with all products in client portfolio to troubleshoot and repair and replace/upsell where appropriate. SKILLS & ABILITIES Education: Minimum Associates Degree Experience: 2+ years with pool service and maintenance experience 2+ years in supervisory/management position Proficient in Word, Excel and Outlook Other Requirements: Strong written and verbal communication skills Equal Employment Opportunity Employer