Operations Manager

About the Role

The Operations Manager is responsible for directly managing assigned field service and shop technicians, as well as performing project management duties. This includes coordinating and overseeing the delivery of in-house, onsite, and offsite service projects for both internal and external customers, ensuring on-time and in-budget delivery. The role also involves managing the facility needs of the service center, such as equipment, tools, resources, and vehicles, while ensuring efficient operations, financial performance, and customer satisfaction.

Responsibilities

• Work closely with the Regional Service Manager (RSM) team to pursue opportunities, create estimates, and coordinate order intake.
• Optimize technician schedules and dispatch them to job sites safely and efficiently, considering skill sets, locations, and availability.
• Coach, train, and motivate field service technicians, fostering a positive work environment and addressing employee concerns.
• Manage the field service team, including hiring, training, and retention.
• Monitor and analyze service metrics to identify areas for improvement and implement corrective actions.
• Handle customer inquiries, resolve issues, and ensure customer satisfaction.
• Develop and implement efficient workflows, guidelines, and policies to enhance service delivery.
• Provide technical support to customers and field service staff, including troubleshooting and repairs.
• Collaborate with Service Center Operations Managers and In-Gas Operations Manager teams (production, sales, HR) to ensure smooth operations and achieve company goals.
• Ensure adherence to company policies, regulations, and safety standards through reinforcement and accountability.
• Perform periodic site visits to evaluate performance and ensure processes meet company safety and quality standards.
• Schedule travel via airline transportation and operate a company or rental vehicle to customer site locations.
• Work with the RSM and General Manager to develop, communicate, and follow up on estimates and proposals.
• Foster a culture of continuous process improvement for the team and the organization.
• Promote services by supporting the RSM with customer visits, marketing campaigns, and attending industry events as assigned.
• Maintain company-assigned credit card(s).

Requirements

• High School Diploma or equivalent; technical and management training related to field sales and/or field services.
• Training in electrical safety and industrial safety (e.g., OSHA, NFPA, etc.), which may be obtained upon role assignment.
• Field service leadership experience in the electric power utility, power plant, or industrial specialty gas industry.
• Ability to interpret customer bids and RFQs, including terms and conditions, clarifications, and drawings/prints.
• Minor electro-mechanical skills and abilities.
• Strong negotiating skills, conflict management skills, and a sense of accountability.
• Proficiency in computer and mobile phone applications, including MS Office tools, Outlook, QuickBooks, CRM, and other relevant software.
• Persuasive presentation and effective communication skills (written and verbal), motivation, and creativity to develop solutions for unique opportunities.
• Strong customer service abilities to provide technical support and respond to customer bid and RFQ requirements.
• Valid motor vehicle operator’s license.
• Technical vocational-school diploma, technical university or college diploma in customer services, or equivalent experience.

Qualifications

• Minimum of 5 years’ experience in the electrical power utility and/or industrial market segment or a related field.
• Experience working with minimal supervision and guidance to accomplish outlined duties and responsibilities.

Working Conditions

• Exposure to different climates in electrical utility, power plant, manufacturing, or industrial environments.
• Fast-paced and demanding environment requiring attention to personal and equipment safety, environmental safety, and quality adherence.
• Outdoor work with exposure to climate changes, extreme temperatures, and precipitation.
• Environments where PPE or other EH&S equipment is required to limit exposure to risks such as electrocution, harmful fumes or gases, skin and eye contaminants, and high noise levels.
• Indoor office and production environments with exposure to risks associated with industrial settings.
• Random drug and alcohol screenings and background checks for access to nuclear, government, or high-security customer locations.
• A minimum of 60% annual domestic and international travel is required, which may include weekends and holidays.