Administrative Service Manager

Description

Position Summary:

The Administrative Service Manager coordinates Service Department efforts and procedures to ensure a high level of customer satisfaction while maintaining an efficient, profitable operation. The Administrative Service Manager supervises the work of employees responsible for dispatching, inventory, billing, productivity and payroll.

Essential Functions:

Supervises the administrative operations of the Service Department to promote excellent customer service, maximum efficiency and a harmonious working atmosphere.

Recruits, hires, trains, and develops administrative Service Department personnel. Gives performance feedback to employees. Maintains written documentation on employees according to company policy.

Oversees the dispatching of service technicians to various types of service calls including installations, tune-ups, emergency or same-day service, gas checks and other routine service work. Sets the standard for the quality and timeliness of the employees’ response to customer needs through effective planning, coordination, and scheduling.

Ensures staff cross-training on Service Department administrative procedures. Coordinates and delegates the duties of department personnel and approves employee schedules and payroll hours.

Preplans upcoming and ongoing schedules, addresses customer service, productivity and quality control issues in conjunction with the Field Service Manager.

Oversees accurate and timely service billing.

Generates and analyzes month end Service Department reports (productivity, callback, variance analysis, and various LP reports). Reviews department financial statements and may participate in annual budget preparation.

Supervises the purchasing, pricing and inventory levels of heating equipment and replacement parts. Ensures compliance with central inventory purchasing programs and price book.

Assures operational efficiency using strong communication, interpersonal, leadership and organizational skills through delegation and follow-up.

Develops and maintains systems for accounting controls in billing, payroll and inventory. Utilizes company assets well through effective inventory control in accordance with budget forecasts and company objectives.

Coordinates equipment installations with the sales staff (or Field Service Manager), calculates prices on completed installations, completes installation analyses, and calculates any equipment sales commissions.

Promotes a safe working environment. May perform accident and injury investigations and follow-up.

Other Tasks:

Performs other work-related duties as assigned.

Education:

A high school diploma is required. A Bachelor of Arts or Bachelor of Science degree is preferred.

Contacts:

There is frequent communication with the Service Manager, technicians, other departments in the district, customers, and equipment vendors.

Experience:

Two to four years of supervisory experience is preferred. An Accounting background would be helpful. Prior working knowledge of the petroleum industry is a plus.

Certification and Testing:

No licensing or testing is required for this position.

Equipment Used:

Equipment used in this position includes a radio, calculator, personal computer, computer terminal, various printers, photocopiers, and FAX machine.

Decisions Made:

Handling schedule changes and conflicts

Coordinating efforts of the Sales Department and Service Department on installations

Performing “triage” on service calls to balance emergencies, customer service and budgetary considerations

Resolving customer issues in billing, scheduling and quality of service

Safety Considerations:

Safety considerations relate to proper ergonomics in an office setting including appropriate work station and computer terminal setup. Safe and appropriate use of electronic equipment is expected. Occasional job site review requires field safety awareness.

Other Attributes Required:

Desire to lead and leadership skills

Strong trouble-shooting and analytical skills

Demonstrated commitment to outstanding customer service

Excellent communication and interpersonal skills

Good computer skills

Flexibility including the ability to react quickly, make decisions and implement quick changes

Common sense

Planning and scheduling skills

Organization skills

Commitment to maintaining systems for accounting control

Good delegation and follow-up

Work Environment:

Most work is performed in an office setting with controlled temperature and lighting. There is occasional driving to and from job site locations where varying temperature and lighting conditions exist.

Physical Requirements Analysis:

Frequent sitting, standing and walking

Frequent use of fingers to write, type and handle paperwork

Frequent communication involving listening and speaking, sometimes over the radio

Weight or Force Moved:

There is occasional need to lift or move objects weighing more than 10 pounds. Assistance is available for lifting or moving heavier objects.