*Job Description*

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*Job Title: *Service Operations Manager

*Department: *Service

*Supervisor Title: *VP Service Operations

*FLSA Classification: * Exempt

*Job Summary:*

Clauger is a family-owned company which excels in providing industrial refrigeration and air treatment solutions that are customized to fit our clients’ needs. With an established presence in over 90 countries, our industrial refrigeration services are not only innovative, but also sustainable. We are an industry leader in design, manufacture, installation, and maintenance of world-class industrial refrigeration systems.

As a Regional Service Operations Manager, you will be responsible for providing the leadership and oversite for the service activities across multi- state sales region. Service activities include but are not limited to sales support, service operations, field service coordination, management/ recruiting of service technicians, invoicing, service A/R and providing a high level of customer service. Participate in biweekly sales calls, collaborate with and actively promote other business offering across region.

*Job Duties:*

* *Team Leadership:* * Lead, manage and develop a team of service technicians and service coordinator(s) by providing guidance, facilitating technical and safety training, and support. * Foster a positive and collaborative work environment, promoting teamwork and professional development. * *Budget Management:* * Manage the revenue and expense budgets for the service sales region. * Monitor expenditures, identify cost-saving opportunities, and ensure budgetary compliance.

* *Performance Metrics:* * Maximize net contribution by proactively managing and monitoring key[LF5] [PL6] performance indicators (KPIs) for the service department. * Analyze performance metrics and implement improvement strategies to enhance overall service quality and efficiency. * *Service Operations:* * Oversee the daily operations of the service department, ensuring timely and efficient completion of service requests. * Review and approve technicians’ weekly time sheets. * Allocate resources effectively to meet service demands and optimize productivity. * Review and approve sales proposals generated by the service leads and assist as required in the estimating and creation of service proposals. * *Customer Relationship Management:* * Interface with customers to understand their service needs, address concerns, and ensure a high level of customer satisfaction. * Resolve escalated customer issues and collaborate with the team to implement effective solutions. * *Quality Assurance:* * Implement and enforce quality control procedures to guarantee the reliability and safety of serviced equipment. * Conduct regular inspections to assess the quality of service provided by the team. * *Training and Development:* * Coordinate training programs for service technicians to ensure they stay updated on the latest industry trends, technologies, and best practices. * Identify opportunities for skill development and career advancement within the service team. * *Continuous Improvement:* * Identify opportunities for process improvement within the service department. * Collaborate with other departments to implement efficiency measures and enhance service quality. * *Health and Safety:* * Ensure we maintain a safe and healthy workplace for all employees in compliance with all applicable laws, regulations and the Clauger Health and Safety program. * Perform random audits and perform workplace inspections. * Assist Claugers safety team with investigating all accidents/ injuries. * Plan, organize and conduct training programs and/or seminars. * Present recommendations to senior management for improvements to our Health and Safety program.

*Job Requirements and Qualifications:*

· Bachelor's degree in a related field or equivalent work experience.

· Proven experience in a service management or operational role.

· Strong leadership and interpersonal skills.

· Technical background with a good understanding of service operations.

· Excellent communication and customer service skills.

· Familiarity with relevant safety regulations and procedures.

*Physical Demands and Work Environment *

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

While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand, walk; sit; reach with hands and arms. The employee must occasionally lift and/or move up to 75 pounds. Specific vision abilities required by this position include close vision, distance vision, peripheral vision, and the ability to adjust focus. The noise level in the work environment is usually moderate.

*Note:*

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

Job Type: Full-time

Pay: $135,000.00 - $145,000.00 per year

Benefits: * 401(k) * Dental insurance * Employee assistance program * Health insurance * Life insurance * Paid time off * Vision insurance Schedule: * 10 hour shift * 8 hour shift * Day shift * Monday to Friday * Night shift * Weekends as needed

Work Location: On the road