Director, Service Operations - Yearout Mechanical

at  Legence

Yearout Mechanical, a Legence company
Yearout Mechanical is a New Mexico based company specializing in the installation of mechanical and process systems for the commercial, government, manufacturing and industrial communities of New Mexico and Texas. Since our incorporation in August of 1964, Yearout Mechanical has consistently grown and expanded its capabilities, reaching its present position as the premier mechanical contractor in New Mexico. Our mission is to be invaluable to our partners (clients, vendors, industry, and employees) so they cannot imagine success without us, by providing comfortable, reliable and efficient mechanical systems that meet our partners’ needs.
Summary/Objective: Operational management of all Service based businesses within Yearout Mechanical. Meet planned growth, profit, maintenance base, and customer retention goals while redeeming customer obligations in a timely, cost-effective, world-class safe and quality manner. Time management, survey and pricing, account expansion, purchasing, company relations, documentation, company compliance, special projects/assignments, and productivity management of direct reports are essential to be successful in this position.

TECHNICAL KNOWLEDGE:

• Maintain extensive skills in, routine maintenance procedures.
• Sufficiently understand mechanical systems to accurately appraise and inventory, system components.
• Evaluate general conditions and recommend the best maintenance program.
• Strong database and computer skills including but not limited to, MS Word, Excel, Power Point, Timberline, Tech Tool, and Service Estimator/Management.

• Manages and Directs day to day functions of service and maintenance administrative operations.
• Extensive skills in directing HVAC, plumbing and boiler service based business, including; routine maintenance pricing, contract content, able to interpret contracts, equipment inventories and site conditions, etc.
• Promote and manage safe working environments in both field and office setting. Direct and manage to Yearout Safety policies and procedures, make recommendations for change as needed. Work closely with Safety Director for any safety related topics.
• Customer and staff relations.
• Execution Management able to implement refine and enforce policies and procedures.
• Determines customer service requirements by maintaining contact with customers.
• Ensures companies policy and procedure compliance of service field and service administrative personnel.
• Know the customer and understand market forces to effectively assist in selling price escalation.
• Work with business development staff to accurately deliver, pricing, scope of work and procedures to new and existing contract customers.
• Participate, when appropriate, with vendor selection, timely purchasing, pricing accuracy, and delivery to assure customer service and profit maximization.
• Build and maintain rapport and positive working relations with field, office, and management personnel to resolve problems, exploit opportunities, and maximize profits.
• Oversee administrative functions including but not limited to accounts receivable, billing, new customer set up, purchase orders, accounts payable entry, security badging, uniforms, GPS, new hire onboarding, and dispatching procedures.
  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Responsibilities/Duties:Customer and Staff Relations:

• Build and maintain rapport and positive working relations with field, office, and other management personnel to resolve problems and exploit opportunities while maximizing profits.
• Customer relations, maintain equipment inventory database, execute maintenance/repair warranty, and start up scopes.
• Practice and enforce company policies and procedures both departmentally and globally as it relates to HR matters.
• Delegate and organize work of others by position description and procedures; Effectively audit performance of staff and follow-up.
• Develop and maintain workflow processes as they relate to dispatch and coordination, and field craft.
• Recommend appropriate personnel actions (i.e., hiring, dismissals, promotions, compensation, etc.).
• Visiting customers to ensure customer experience is meeting expectations.
• Forming focus groups, collaborating with customer service personnel in implementing benchmarking best practices, analyzing information and applications.
• Improves customer service quality results by studying, evaluating, and re-designing processes.
• Establish communication service metrics, monitoring and analyzing results, and implementing positive, safe, and profitable changes.
• Work with dispatch/sales to contact and defuse customer complaints.
• Dispatch Support: Work with dispatcher(s) to implement office procedures and ensure we are meeting customer needs in a timely and efficient manner.
• Motivate and train Service administrative staff. Develop and implement programs to improve individual growth as well as group skills. Research and recommend outside training opportunities by job role.