Residential Service Manager Location: Romeo, MI
Are you looking for fantastic income growth? A job with a team that truly values you and your skill? Great job stability? If so, look no further, Metro Electric is the company for you!
Our mission is to be the most respected commercial and residential company in Southern Michigan. We demonstrate our commitment by providing high level service by ensuring our team members are well trained, provide solutions to problems and act at the highest level of integrity. We stand behind our work and offer a 100% satisfaction guarantee.
As the Residential Service Manager (RSM), you will be leading and coaching a team of field technicians under your supervision. Your primary responsibilities include developing technician growth plans in technical aptitude and customer service, as well as achieving established goals. You will be responsible for ensuring policies and procedures are followed to meet company profit objectives and directives. Additionally, you will be responsible for maintaining coordination between the office and the field. Success in this position requires a strong ability to work as part of a team, think creatively and critically, and genuinely embody our Core Values of a hard work ethic, strong values, vision, teamwork, communication, positivity, and logical thinking.
What We Offer: Competitive pay - $85K - $100K annuallyYear-round workCompany paid Medical, Dental and Vision Insurance – up to $1,500 per month401(k) participationPaid holidaysPTO – one week vacation upfrontPositive and professional team atmosphereResponsibilities: Day to day operations of Residential Service DepartmentSelf-starter, reliable, flexibility with hours (6:45am – to completion of last scheduled call)Strong customer service and leadership skillsAbility to manage difficult or emotional customer situations, communicating with the appropriate manager for resolutionAbility to solve practical problems and deal with variables in situations where only limited standardization exists.Excellent interpersonal communication skills on a professional and technical levelTelephone etiquette and working knowledge of email systemsAbility to develop tools that create efficiencies within departmentExpectations: Always Maintaining proper uniform and truck appearance - set the example.Be available within 15 minutes by phone at all time, other than scheduled vacations or holidays.Maintaining a weekly revenue at or above goal.Debrief each technician daily. This is a coaching opportunity.Immediately respond to customer complaints or concerns, handling the issue the same day.Ensure technicians have proper inventory stocked in trucksCoordinate equipment needs for jobsHandling technician or customer concerns, elevating to VP, Service Division when neededFacilitate Skills Practice training with technicians and ApprenticesConduct ride-alongs with technicians and provide feedbackEnsure all repairs and installs are completed to the highest quality standards, facilitating documented job check-ins for technical assistance and quality controlEnsure all permits are obtained and inspections completed with the Permit CoordinatorAssist technicians with issues while in the fieldFacilitate morning meetings with technicians, setting the tone for a positive and motivated dayEnsure all team members comply with OSHA safety standards.Ensure emergency calls are properly handled by the On Call TechnicianProvide feedback to VP, regarding market trends, revenue opportunities, customer issues, and all issues relevant to the businessManage and stay within departmental budget with assistance from VP, Service DivisionAchieve budgeted gross marginMeet or exceed department KPI goalsPerform field technician performance reviews, reviewing debriefs, and invoicing.Address disciplinary and/or performance problems according to company policy and maintain written documentation of any/all incidences.Ensure team members are fully informed of all new information related to products, procedures, customer needs, and company-related issues, changes, or actions.We are an equal opportunity employer.
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