Service Manager

About the role

Efficiently deploys and manages equipment, materials, and personnel to job sites with a focus of optimizing costs and maximizing manpower utilization. Implements company maintenance standards. Creates customer satisfaction by providing technical and operational expertise and service excellence. Creates employee satisfaction by ensuring that employees are set up for success and ensures employee engagement and retention.

Responsibilities

• Effectively coordinates the deployment of equipment, materials and personnel to job sites at optimum utilization and minimum cost across one or more service delivery processes such as basic preventative maintenance or call out / repair. (~20%)
• Ensures that Service Requests (SR's) are initiated, managed and processed in a timely manner. (~30%)
• Manages labor to deliver company maintenance standard. (~30%)
• Compiles and conveys job-specific information to Field Service Technicians, other Service Managers and/or Senior Manager(s). (~10%)
• Captures and communicates job-specific information to Field Service Technicians, other Service Managers and/or Senior Manager(s). (~10%)
• Evaluates safety, quality, schedule and budget performance versus benchmarks. (~10%)
• Serves as the primary customer contact for the service area and provides technical/operational expertise in response to customer inquiries. (~10%)
• Participates in the purchase of parts/ core return, tools, capex submittals, and vehicle requests per the delegation of authority. (~10%)
• Manages annual budget and implements operational standards and processes. (~10%)

Qualifications

• Ability To Perform all essential duties.
• Champion service quality, health, safety, environmental policies, standards and process improvement.
• Demonstrate strong organizational, labor planning and scheduling, and process/change management skills.
• Exhibit strong customer service, interpersonal, negotiation, coaching and leadership skills.
• Demonstrate effective written and verbal communication skills.
• Effectively coordinate deployment of equipment, materials and personnel to job sites at optimum utilization and minimum cost across one or more service delivery processes.
• Manage labor to deliver company maintenance standard.
• Exhibit strong customer service, interpersonal, negotiation, coaching and leadership skills.
• Participate in weekly management reviews of operational measures and corrective actions, evaluate against benchmarks, and develop, communicate and execute action plans for improvement.
• Manage annual budget and implement operational standards and processes.
• Proficient With Microsoft Office (Word, Excel, Outlook, PowerPoint etc.) and PC Skills.
• Knowledge Comprehensive knowledge of Field Service operations.
• Knowledge of service operations administration, procedures, budgets, planning, scheduling, and equipment and personnel requirements.
• Understanding of financial implications of decisions.
• Thorough knowledge of relevant HSE procedures and regulations.
• Fully understands customer’s production facilities and equipment.
• Fully understands all processes and systems how compressor works regardless of types, makes or models used in the region.

Skills and Abilities

• Ability To Perform all essential duties.
• Champion service quality, health, safety, environmental policies, standards and process improvement.
• Demonstrate strong organizational, labor planning and scheduling, and process/change management skills.
• Exhibit strong customer service, interpersonal, negotiation, coaching and leadership skills.
• Demonstrate effective written and verbal communication skills.
• Effectively coordinate deployment of equipment, materials and personnel to job sites at optimum utilization and minimum cost across one or more service delivery processes.
• Manage labor to deliver company maintenance standard.
• Exhibit strong customer service, interpersonal, negotiation, coaching and leadership skills.
• Participate in weekly management reviews of operational measures and corrective actions, evaluate against benchmarks, and develop, communicate and execute action plans for improvement.
• Manage annual budget and implement operational standards and processes.
• Proficient With Microsoft Office (Word, Excel, Outlook, PowerPoint etc.) and PC Skills.
• Knowledge Comprehensive knowledge of Field Service operations.
• Knowledge of service operations administration, procedures, budgets, planning, scheduling, and equipment and personnel requirements.
• Understanding of financial implications of decisions.
• Thorough knowledge of relevant HSE procedures and regulations.
• Fully understands customer’s production facilities and equipment.
• Fully understands all processes and systems how compressor works regardless of types, makes or models used in the region.

Physical Demands

• Must be fit for duty for the job tasks being performed.
• Must meet the medical requirements necessary to wear PPE (includes respiratory protection medical requirements) as required by role.
• Frequently required to display good manual dexterity and to reach with hands and arms.
• Constantly required to talk and hear.
• Frequently required to sit while driving or using a PC.
• Frequently required to stand, walk, stoop, kneel, squat, and twist with good balance.
• Occasionally required to lift, move and carry up to 50 pounds and to push and pull up to 110 pounds.
• Occasionally required to carry at least 40 pounds with one hand for at least 10 feet.
• Occasionally required to crawl, climb in and around equipment, stairs and vertical ladders.

Problem Solving And Innovation

• Analyzes service and budget performance data on an on-going basis and develops recovery plans as needed.
• Finds immediate solutions to prevent escalation and solutions to resolve conflicts.
• Implements preventative and corrective actions in a timely manner.
• Expected to drive process improvements and to teach others to identify opportunities, provide ideas, methods and innovations and to implement improvements to enhance safety, teamwork, efficiency and quality.

Impact

• Full responsibility and impact on planning, scheduling and procedural change for service area.
• Makes sure service area HSE performance, service quality, and customer satisfaction are met.
• Aids in the preparation of the budget for assigned area, manages to budget and reports variances.

About Us

Archrock is a premier provider of natural gas compression services to customers in the energy industry throughout the U.S. and a leading supplier of aftermarket services to customers who own compression equipment. With approximately 1,000 employees, our unmatched expertise and team of highly qualified, certified technicians are backed by more than 70 years of industry experience. Archrock is an Equal Opportunity Employer and gives consideration for employment to qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.