Pro-Plus Service Manager

Pro Plus Services of New York is a Commercial Kitchen and Refrigeration Equipment Maintenance and Repair Company that specializes in keeping commercial food equipment, refrigeration and appliances running safely and efficiently. We service hospitals and healthcare facilities, schools/universities, hotels, grocery stores, corporate cafeterias, and restaurants in the New York Metro area.

BENEFITS:

• Medical, Dental and Vision
• Matching 401K
• Accrued Paid Time Off (PTO)
• Holiday Pay

We are seeking an experienced Service Manager to join our team. The Service Manager will manage activity within the service department, supervise and dispatch field technicians, generate proposals, handle customer service interactions, reports, service and repairs. The service manager ensures excellent customer service, maintains strong relationships with customers and third-party vendors and ensures custom retention and satisfaction.

• Build, lead and maintain great team, and cooperatively work with other leaders and teams across the company to ensure a strong and safe work environment and culture
• Review technician repair closeouts for completion and quality
• Train, guide, and reinforce proper service protocols to ensure streamlined management of service activity and technician compliance
• Oversee that the field team maintains clean and safe conditions on job sites and in work vehicles
• Generate and execute responsible and sensible daily technician schedules
• Resolve customer problems and concerns to ensure customer satisfaction
• Collaborate with the dispatch team and communicate with technicians throughout the day to update work orders
• Timely turnaround of service quotes, customer disputes, or parts delays
• Understand and enforce policies and procedures for safety items and company handbook items
• Help recruit, train, and retain excellent technicians
• Approve of PTO and weekly payroll hours
• Perform employee evaluations and annual performance reviews
• Monitor all accounts and work orders for accuracy, completeness and ensuring timely processing and closing
• Develop and maintain excellent customer relations
• Monitor all warranty work orders for proper administration of claims to manufacturer
• Ensure all vehicles, tools and company equipment are properly maintained
• Perform other job-related duties as assigned
• Ability to confidentially converse with company representatives, executive team, and field personnel

• 3+ YEARS EXPERIENCE WORKING IN A SERVICE-RELATED INDUSTRY
• Commercial kitchen equipment and/or commercial refrigeration experience HUGE PLUS
• Proficient in Microsoft Office (Word/Excel/Outlook)
• Excellent communication skills (both written and verbal)
• Strong follow-up skills and calendar management
• Strong organization and time management skills
• Ability to adapt and navigate changing schedules and daily management of service activity
• Ability to think outside the box and solve problems
• Ability to manage stress, have patience and multi-task
• Ability to work in a fast-paced environment