Service Manager

Overview: 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. Spends 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 FST. 

Essential Duties: (Approximate % of Time Spent)      

- 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/operation expertise in response to customer inquiries.  Makes pre and post job call backs to customer. (~10%) 

- Participates in the purchase of parts/ core return, tools, capex submittals, vehicle requests per the delegation of authority. (~10%) 

- Manages annual budget and implements operational standards and processes. (~10%) 

Non-Essential Duties: Performs other duties as assigned. 

All employees shall be in compliance with the Archrock Health Safety and Environmental Policy and local, statutory and/or regulatory requirements at all times. 

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. 

- Working knowledge of engine and compressor equipment used in the area. 

- Fully understands all processes and systems how compressor works regardless of types, makes or models used in the region. 

Minimum Education and Certification: 

- High school diploma or equivalent (required), Associates degree / technical degree preferred. 

- Valid driver's license and a good driving record. 

Minimum Experience: 

- Typically at least 8-10 years 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. 

Leadership: 

- Manages all resources (personnel, equipment, materials, facilities, budget and reputation) for assigned area.  Coordinates schedule and sets priorities in order to ensure task completion. 

- Assesses training needs and ensures that team members are receiving proper training and that training programs are utilized.  Improves technical training gaps. 

- Ensures that employees are set up to be successful through the various programs such as feedback and recognition. 

- Coaches and counsels leads to improve supervisory, team building and problem resolution skills, as appropriate. 

- 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 assigned team.. 

Physical Demands: (Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions) 

- 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. 

- 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 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. 

- Monitors and approves overtime and ensures compliance with budget and reports 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. 

This job description is a summary of essential job functions.  It is not intended as an employment contract, nor is it intended to describe all duties someone in this position may perform.  All employees are expected to perform tasks, as assigned by supervisor, regardless of job title or routine job duties.