Operations Manager

Role Overview:

The Operations Manager will oversee 24/7/365 company operations, driving customer experience enhancement, growth, profitability, and operational excellence. This role involves managing processes, ensuring data accuracy, fostering team development, and building strategies to reduce churn, improve satisfaction, and optimize revenue. The Operations Manager will champion efficiency and engagement within the team, ensuring alignment with company values of quality and satisfaction.

Key Responsibilities:

Analyze and implement effective operational processes with a high attention to detail that drive productivity, improve performance, and develop strategies for enhancement to optimize efficiency.

Supervise, recruit, train, and mentor operations staff, fostering a collaborative and high-performance work environment.

Establish and monitor key performance indicators (KPIs) to assess operational performance, identify and action areas that need improvement.

Work closely with other departments to align operations with overall business goals.

Oversee relationships with suppliers and service providers to ensure quality service delivery, cost-effectiveness, inventory planning and accuracy at all sites including remote locations.

Ensure adherence to industry regulations, safety standards, and company policies.

Prepare and present accurate and detailed reports, highlighting successes, areas needing attention and corrective action

Key Metrics:

Achieve zero open roles and minimize undesired technician turnover.

Zero safety incidents, eliminate quality escapes, and resolve customer or employee complaints promptly.

95% or higher technician utilization and PM attainment, ensuring strong customer retention. Limit AMR and NPO to less than 7 days.

Drive quarterly improvements in average technician revenue production and skill levels

Deliver revenue and gross margin at or above budget consistently each month.

Ensure accurate, timely submission and management of payroll and job hours daily.

Key Competencies:

Ability to inspire, motivate, and develop a team for sustained success.

Strong knowledge of generator systems, including troubleshooting and maintenance techniques.

Adept at diagnosing issues and implementing effective solutions.

Commitment to delivering outstanding service and fostering client loyalty.

Dedication to maintaining a safe and compliant work environment.

Skilled in managing budgets, optimizing costs, and driving profitability.

Exceptional verbal and written communication skills, especially in customer-facing situations.

Qualifications:

Minimum of 5 years in field service roles, with at least 2 years in a leadership capacity.

Degree or certification in a relevant technical field or business management or similar work experience.

Proficient with scheduling software, service management platforms, and office tools like Excel and Word.

Certifications in safety, technical fields, or field service management are a plus.

Valid driver’s license with a clean driving record.

Compensation:

Competitive, based on experience.

Eligible for Annual Bonus