Service Manager

Alterman Group • Full-time • Austin, Texas, United States • 8m ago

Alterman is one of the premiere electrical contractors in Central and South Texas providing electrical construction on many of the region’s most impressive landmarks and contemporary structures. By integrating cutting-edge technologies with core values and disciplines, Alterman has successfully met the expanding needs of commercial and industrial clients and has earned the confidence of Owners, Construction Managers, General Contractors, Architects, and Engineers. We are an EC&M Top 50 market leading electrical contractor focused on safety, quality, and customer satisfaction with a strong commitment from our employee owners to excellence throughout the organization.

Position Overview:

The Service Manager is responsible for managing Service Work assigned or acquired on a day to day basis. These responsibilities include the coordination of service calls and to assist the project managers in meeting Alterman’s contractual requirements. In addition this position seeks new business opportunities in Commercial and Industrial service.

Job Duties and Responsibilities:

Account Management

Ability to redeem estimated gross margin of all work assigned.
Take ownership and responsibility for assigned accounts.
Ensure long term customer/account satisfaction.
Evaluate bidding and negotiating opportunities of assigned accounts.
Take profit and loss responsibility for assigned accounts.
Maintain effective communications with appropriate Alterman personnel, keeping them informed of all aspects relevant to the duties to which they have been assigned.
Respond to customer questions/complaints and discuss problems with field personnel. Will need to respond personally to major emergencies and make decisions as necessary.

Project/Service Management

Manage projects in accordance with Alterman procedures and policies.
Accurately determine job priorities when scheduling personnel and materials. Assure that field personnel and materials are on the job at the right time. Assure proper staffing, training, tools, test equipment, systems and procedures are in place to allow field personnel to complete all work in a cost effective and high quality manner. Understand timing of the work and how it relates to others. Direct and monitor field personnel in maintaining work schedules. Resolve schedule conflicts as required.
Manage personal time to assure maximum productivity.
Monitor project labor productivity. Take appropriate action on a timely basis.
Assist in Accounts Receivable as appropriate.
Evaluate the performance of field personnel in conjunction with Director of Service.
Monitor and enforce company safety policies and promote safety with field personnel at all times.
Effectively manage and control equipment, material/tool utilization and costs while insuring efficient field operations.
Understand the relationship between performance, customer satisfaction and new business.
Close all completed jobs and expedite billings.
Build rapport and positive working relationships with field personnel, staff personnel, and other supervisors. Incorporate a team-building philosophy into all company relations.
Understand electrical systems, appropriate codes and industry standards. Assure that permits are secured where applicable.
Promptly address Customer complaints to assure resolution of any discrepancies.
Capitalize on pre-fabrication opportunities.
Attend project meetings if required.
Instruct and direct field personnel to a prompt response to Customer trouble calls and resolve problems quickly and efficiently. Build and maintain Customer confidence and satisfaction.
Dispatch service calls and maintain/update manboard to avoid scheduling conflicts.
Communicate effectively with Service Managers, Director of Service, and Administrative Assistants on current and future manpower and equipment needs.
Ability to respond to emergency calls on a 24/7 basis.
Ability to comprehend the basic understanding of operating a personal computer needed for accessing and using company technology and/or software programs.
Provide support for any special projects as assigned by your supervisor. These special projects, at the determination of your supervisor, may or may not become part of this position’s primary responsibilities.
Advise Director of Service of any significant problems encountered, along with recommended solutions.

General Responsibilities

Identify cross selling opportunities for Technology Department and Construction Services.
Seek and create sales opportunities and encourage field service personnel to promote sales.
Develop business rapport with all associated contacts to further business relations and make customer visitations as work schedule allows.
Identify and build new customer relationships. Grow and improve existing customer relationships.
Entertain customers following Company policy and procedures.
Attend customer functions and mixers regularly to grow business relationships.
Participate in local trade organizations such as NECA, ASA, and AGC. Represent Alterman in a professional and businesslike manner.
Keep technical knowledge up to date. Understand field technical requirements to assure proper staffing and training to meet commitments.

Qualifications:

Minimum of 2-3 years of experience as a Journeyman Electrician
Bachelor’s Degree with a concentration in Construction Management or Electrical Engineering preferred (with an interest in the construction industry only).
Prior construction industry experience is a plus.
Prior Supervisory experience.
Proficient computer skills with all basic office programs (Microsoft Excel, Word and Outlook) and the ability to learn and use related software and systems are required.
Advanced computer skills are a plus.

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