Service Manager

Description

Hulett is actively seeking an experienced Service Manager to join our team!

POSITION RESPONSIBILITIES:

Primary Responsibilities:

Provide positive, helpful service as a liaison between customers, technicians, office staff, sales and management, with primary goals of providing efficient, effective service, achieving customer satisfaction, growing Pest Control division business, and related outcomes.

Prompt attention to resolving escalated customer complaints/addressing concerns raised in Google reviews: up to 50% of your time will be spent @ in person customer visits: inspect property, identify and remedy the service issue. Thereafter, review with technicians, prepare and retain related notes/documentation.

Regularly run Pest Pac reports, monitor, and promptly review with Division and/or Office Manager, and take action needed regarding accounts receivable, skips, cancels, etc. in effort to help team meet and exceed completion percentage goals.

Engaged and proactive leadership for team of Pest Control Technicians to include inviting and addressing any Technician questions/concerns, monitoring of each Technician’s route for work completion, quality, compliance with company protocols, sufficiency of documentation, ride-along to observe, Samsara for any team driving issues, etc. and timely address any issues presented, including preparation of all related documentation.

Timely and accurate attendance tracking @ Ultimate Software for Technicians.

Regular use of our Route Optimization software, both proactively to improve efficiency and responsive to technician and/or customer issues.

Training and mentoring new PC Technician team members – active involvement in all aspects of new hire’s 1st

Enter, track, and report on all department chemical usage.

Cover Technicians’ stops and/or routes in case of absence, short staffed, etc.

Assist in sourcing candidates through networking, community, industry contacts, encouraging employee referrals, etc. Become proficient in the Applicant Tracking software and work closely with others involved in hiring transactions. Review Technician candidate applications, actively participate in candidate interviews, and provide timely feedback.

Drive forklift and work in warehouse [moving pallets of product, tractors, equipment, organizing, etc.]

Other tasks as needed to help team achieve Pest Control 97% monthly completion rate.

Other/Occasional:

Conduct vehicle inspections 2x per month and ensure any service/repairs are completed.

Monthly: complete all chemical inventory tasks

Attend at least 1 Sales Meeting per month, promote partnership/cooperation between Sales Service

Hold at least 1 team meeting per month.

Motivate your team re requests for Google Reviews.

Complete written Performance Evaluations on your Technicians 3x per year.

QUALIFICATIONS:

Minimum of 3-4 years successful pest control industry experience, ideally previous work experience as PC Technician

Knowledge of industry regulations

Computer proficiency– Microsoft products required, and Pest Pac strongly preferred.

Previous supervisory work experience is required and customer service work experience is preferred

Strong verbal and written communication skills and fluency in English required, bilingual Spanish helpful.

Able to drive forklift [to move items in warehouse]

SPECIAL EQUIPMENT

Able ability to operate pest prevention/elimination equipment such as sprayer equipment, traps, drills, ladders, shovels, hand and carpenter’s tools, applicators, truck equipment, safety equipment, forklifts and others.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by employee to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requires constant (67%-100%) walking, standing, sitting while driving or at a desk, typing, bending, reaching, grasping, handling items, talking, seeing, mental alertness, and hearing. Requires constant carrying of tools, sprayers, and small equipment (35-50 pounds). Must be able to work with pest prevention/elimination chemical agents, traps, and baits. Must be able to wear/utilize required safety equipment. Requires corrected vision and hearing in normal range. Must have ability to communicate clearly. Must possess good hand-eye coordination, gross motor coordination, and manual dexterity. Must be able to withstand extremes in temperature.

Requires frequent (34%-66%) pulling, pushing, stooping, kneeling, crouching crawling in small hot or cold areas to inspect, such as attics, climbing ladders, walk on roofs, use hand tools, etc.

Requires occasional (0%-33%) lifting 35-50 pounds, pushing, and climbing (including heights). Must possess physical ability and stamina to work outdoors and continuously perform physical labor while using a variety of tools and equipment.