Service Manager

About the role

Efficiently deploys and manages equipment, materials, and personnel to job sites with a focus on 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.

Spends the majority of time in the field performing PM audits, unit inspections, guiding, mentoring, monitoring performance, and attending customer meetings. On a very limited basis, spends time doing the work of the Field Service Technician (FST).

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. 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). Coordinates work with other Service Managers/Coordinators to minimize equipment downtime and most effectively utilize personnel. (~10%)
• Evaluates safety, quality, schedule, and budget performance versus benchmarks. Participates in weekly management reviews of operational measures and corrective actions, evaluates against benchmarks, and develops, communicates, and executes action plans for improvement. (~10%)
• Serves as the primary customer contact for the service area and provides technical/operational expertise in response to customer inquiries. Makes pre- and post-job callbacks to customers. (~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%)
• Performs other duties as assigned. Ensures compliance with Archrock Health, Safety, and Environmental Policy and local, statutory, and/or regulatory requirements at all times.

Requirements

• High school diploma or equivalent (required); Associate's degree or technical degree preferred.
• Valid driver's license and a good driving record.
• Typically, at least 8-10 years of related or equivalent experience as a Service Technician and at least 3 years’ experience in a lead role.
• Demonstrated history of successful and safe service experience.

Skills

• Ability to perform all essential duties.
• Champion service quality, health, safety, environmental policies, standards, and process improvement.
• Strong organizational, labor planning and scheduling, and process/change management skills.
• Strong customer service, interpersonal, negotiation, coaching, and leadership skills.
• Effective written and verbal communication skills.
• Proficient with Microsoft Office (Word, Excel, Outlook, PowerPoint) and PC skills.
• 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.
• Working knowledge of engine and compressor equipment used in the area.
• Fully understands all processes and systems of how compressors work regardless of types, makes, or models used in the region.

Leadership

• Manages all resources (personnel, equipment, materials, facilities, budget, and reputation) for assigned area. Coordinates schedules and sets priorities to ensure task completion.
• Assesses training needs and ensures team members receive appropriate training to address technical training gaps.
• Ensures employees are set up for success through feedback and recognition programs.
• Coaches and counsels leads to improve supervisory, team building, and problem resolution skills.
• Responsible for performance management and employee development. Manages hire, fire, job, and salary change actions per delegation of authority and required approvals.
• Implements, manages, and communicates work standards and performance metrics for the assigned team.

Physical Demands

• Must be fit for duty for the job tasks being performed.
• Must meet the medical requirements necessary to wear PPE (including 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.
• Vision abilities include close vision, distance vision, color vision, and the ability to adjust focus.

Problem Solving and Innovation

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

Impact

• Full responsibility and impact on planning, scheduling, and procedural change for service area.
• Monitors and approves overtime and ensures compliance with budget, reporting on variances.
• Accountable for service area HSE performance, service quality, and customer satisfaction.
• Assists with 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.

About The Team

At Archrock, we value our people above and beyond the generous compensation and benefits we offer. We strive to be good stewards of their careers. Career paths are well defined, and room for growth is available to everyone. Employees have the flexibility and support to pursue different roles within the company. In an operation with locations across the United States, employees have the freedom to relocate if desired.