Service Business Supervisor

Position Summary

Supervises the Service Business Team, including, but not limited to dispatching, tracking, invoicing, billing, reporting, and customer service, in support of the Service Operations and Sales.

Position Details

• Ensures that new job set-up is accurate and scheduling and dispatch are prompt through effective communication between Sales and Admin.
• Ensures that service requests and customer account information are correctly entered and updated.
• Pertinent account information is collected from new/pending customers for credit verification/approval.
• Ensures that service calls are prioritized properly and the needs of the customers are matched to appropriately skilled technicians.
• Tracks daily progress of service calls.
• Ensures that technician work hours are promptly collected and entered on a daily basis.
• Ensures that all service calls are dispatched in a timely manner and customers are provided an ETA and notified promptly of any delays.
• Communicates with customers to ensure work performed meets or exceeds expectations.
• Ensures that customer billings and invoice delivery are performed accurately and promptly.
• Ensures that accounts receivables are recorded and monitored promptly and collections are performed in accordance with existing policy.
• Ensures purchase orders are entered and issued accordingly.
• Monitors performance and profit standards on service maintenance contracts, quoted service work, and T&M projects.
• Provides daily feedback status to the Operations and Sales Managers.
• Manages and develops staff.
• Establishes performance standards and provides development and training opportunities to support optimal results achievement.
• Partners with the Operations and Sales Team to develop and implement systems and procedures that foster positive customer relations and facilitate satisfactory delivery of service.
• Investigates customer complaints to help remedy the situation and promptly implement corrective measures as required.
• Partners with Operations and Sales Managers to develop department budget, monitor expenses and ensure the group operates efficiently and effectively.
• Ensures that staff is working efficiently and effectively within budget or as required to ensure profitability.

Qualifications

• High school diploma or equivalent
• 10 years of progressive experience in service dispatch, administration and customer support.
• Thorough understanding of business/industry practices, standards and processes
• Thorough understanding of and respect for safety and OSHA rules & regulations
• Strong written and verbal communication skills
• Strong organizational and problem-solving skills
• Advanced computer skills, including MS Office and Field Service Software
• Outstanding customer service skills; ability to handle multiple demands calmly and politely

Benefits

As a 100% employee-owned company, we offer a comprehensive benefits package for you and your family:

• 401(k) plan with 50% company match (no cap) and immediate 100% vesting
• Medical, dental, and vision insurance (100% paid for employee)
• Annual bonus program based upon performance, achievement, and company profitability
• Term life, AD&D insurance, and voluntary life insurance
• Disability income protection insurance
• Pre-tax flexible spending plans (health and dependent care)
• Paid parental leave
• Paid holidays, vacation, and personal time
• Training/professional development opportunities and company-paid memberships for professional associations and licenses
• Wellness benefits

About Southland Industries

As one of the nation's largest MEP companies, Southland Industries is built on the foundation of great people. Since 1949, we have put our people first, enabling growth, professional achievement, and innovation. If you want to join a fast-paced environment where you're engaged, challenged, and valued, apply now to join our dynamic team. To learn more about careers at Southland, explore our career opportunities, follow us on social media, and check out our website.