Operations Manager

About the role

The Operations Manager’s primary function is to directly manage assigned field service/shop technicians and perform the duties of project management, coordinating, and overseeing the delivery of in-house, onsite and offsite service projects for internal and external customers. The Operations Manager is responsible for the on-time and in-budget delivery of all assigned projects, the financial performance of the service center, and ensuring efficient operations and customer satisfaction. The role also includes managing facility needs such as equipment, tools, resources, and vehicles.

Responsibilities

• Work closely with the 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.
• Work with Service Center Operation 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; operate a company or rental vehicle to customer site locations, with a minimum of 60% annual domestic and international travel required (may include weekends and holidays).
• Work with 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 offered by supporting RSM with customer visits, marketing campaigns, and attending industry events as assigned.
• Maintain company-assigned credit card(s).

Qualifications

Education/Training

• High School Diploma or equivalent.
• Technical and management training related to field sales and/or field services; and/or meet or exceed the experience qualifications listed below.
• Training in electrical safety and industrial safety (e.g., OSHA, NFPA, etc.).

Specialized Knowledge

• Field service leadership in the electric power utility, power plant, and industrial specialty gas industry.

Skills/Abilities

• Interpret customer bids and RFQs, including terms and conditions, clarifications, drawings/prints related to RFQs and bid requests.
• Minor electro-mechanical skills and abilities.
• Strong negotiating and conflict management skills, with a sense of accountability.
• Operate computer and mobile phone applications, including MS Office tools, Outlook, QuickBooks, CRM, and other computer-related applications.
• Possess 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 within the company’s offering portfolio.
• Valid motor vehicle operator’s license.

Experience

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

Work Conditions

• Exposure to different climates in electrical utility, power plant, manufacturing, or industrial environments.
• Demanding, fast-paced environment requiring attention to personal and equipment safety, environmental safety, and quality adherence.
• Outdoor environments with exposure to climate changes, extreme temperatures, precipitation, etc.
• Indoor office and production environments with exposure to risks associated with an industrial setting.
• PPE or other EH&S equipment required to limit exposure to risks such as electrocution, harmful fumes or gases, skin/eye contaminants, and high noise levels.
• Random drug and alcohol screenings and background checks for restricted access to nuclear, government, or high-security customer locations.