The Field Manager shall:

• Own and hit/exceed Service Department Sales & Profitability Targets

• Provide service that exceeds customer expectations

• Provide leadership and direction to the Service Managers, Install & Team

• Develop and execute strategic and tactical plans to achieve KPI targets and to expand the company’s customer base

• Build and maintain strong, long-lasting customer relationships

• Partner with customers to understand their needs and objectives

• Effectively communicate the Northern Services value proposition and Core Values statements

  II. Essential Roles and Responsibilities

  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned as needed.

• Lead and manage daily requirements and responsibilities of Service Department

• Provide oversight to Service Managers in ensuring adherence and compliance with all company policies, procedures, and processes including Core Values, attendance, performance & service standards, ethics,

• Achieve revenue, and gross-profit plans by implementing tactics, strategies and standardized processes as approved by Owners

• Establish group and individual Performance Objectives for all Service Managers and Team Members

• Manage Service Managers to ensure all client work order and completion verification processes are in full compliance

• Provide oversight and coaching to Service Center Managers as regards sales, technical & customer service performance and ensure corrective action to correct any shortfall or weakness is implemented and documented

• Collaborate with and assist Owners and other Departmental Managers in planning and ensuring achievement of Company Objectives

  III. Supportive Roles and Responsibilities

• Ensure development and full implementation of field action (sales, technical & customer service) plans

• Monitor and assess the performance of all Service Managers with respect to company objectives and Performance Standards

• Maintains Service Department Staff to established budget/complement by overseeing and participating in the recruiting, selection, orientation, training, and development of employees

• Assure weekly staff work schedules are set to ensure full coverage and GM customer service levels

• Assess and resolve client escalated service issues and concerns in a professional demeanor in conjunction with other Departments, as needed

• Mentor, develop, and provide leadership by example and direction to the Northern Services team

• Adjust sales pricing as/if necessary, on a case-by-case basis following established company guidelines

• Maintain an adequate and accurate inventory control of vehicles and equipment

• Collaborate with Sales, Marketing, & Operations Departments to ensure consistent and proportionate generation of qualified leads for Install and Service (cross-trade) sales opportunities

• Monitor and manage compensation and bonus performance for all team members

• Support the Service Managers in driving improved performance through the Mentor program

• Prepare and deliver periodic Employee Performance Appraisals for all Service Managers as per company standards

• Gain and maintain a minimum level of professional and technical knowledge in order to provide accurate and effective instruction of staff and WOW customer satisfaction

• Design and implement work flows and processes/procedures to achieve efficient use of staffing resources while maintaining service quality on an inter-Departmental basis

• Develop procedures and appropriate training to improve operational support and

• Drive Service Managers to monitor and resolve customer issues and accomplish objectives without escalation using Company values, standards, and processes

• Prepare and communicate status and performance reports to staff and other management teams

  IV. Supervisory Responsibilities

  The highest level of supervisory skills required in this job is the management of technical and trade employees. This position currently has the following direct reports, but does serve as a coach and mentor for other positions

• Service Managers

• Mentor Team Leader