Service Operations Manager

Murphy Company, the Best Choice in Mechanical construction since 1907, is hiring a Service Account Manager for our Service team, located in our Thornton, CO., office.

About Murphy Company

Since 1907, Murphy Company has been a leading mechanical contractor in St. Louis and Denver markets that provides its professionals the environment, opportunities, technology, and tools to experience a rewarding career. Being a company that prides itself on its core values of employee well-being, enduring relationships, integrity, and professionalism, we know it starts with our employees. We strongly believe our people are our most important asset, and we strive every day to make Murphy a great place to work as we build our clients’ visions.

Duties & Essential Job Functions

Responsibilities include, but are not limited to:

Create positive working relationships and maintain regular contact with assigned accounts and potential clients.

• Day-to-day management of service operations
• Actively support the blending of all Service trades (Mechanical, Plumbing, Data Center, Sheetmetal) into one cohesive unit so we can provide a seamless delivery to the customer regardless of the trades involved.
• Lead dispatchers/customer service reps to ensure all established procedures are being followed, correct Technicians are being sent to service calls, proper customer service levels are being maintained, and work is being performed safely.
• Monitor preventive maintenance contract portfolio for timely execution and renewals.
• Monitor manpower requirements to decide when to increase/decrease the labor force.
• Inter-company coordination and communication (i.e., system start-ups, warranty coordination, manpower sharing, etc.)
• Drive standardization and consistent practices.
• Participate in field employee recruiting, hiring, firing, training, annual performance reviews, and career development.

Detailed Functions:

• Assist the Vice President with setting Service policies and procedures.
• Document and communicate standard field processes and procedures.
• Establish and enforce consequences for non-compliance with established policies and procedures.
• Take personal responsibility to end rumors. Positively influence both office and field staff by fixing the problem, not the blame.
• Promote harmonious relationships between the Field and Office.
• Routinely review Service Reports and customer surveys to ensure quality of work.
• Actively lead the field hiring process, including technical skill testing where applicable.
• Provide technical assistance to dispatch, sales, purchasing, accounting staff, and management as needed. Support their requests and needs for accurate and timely information.
• Develop and maintain a skills matrix for all service field personnel for career development and to help determine where training investments should be made.
• Create and maintain a training schedule with sessions offered at least quarterly. This will encompass all Service trades. Determine important training topics. Work with professional trainers, vendors, and/or Murphy employees to develop curriculum. This training is to be both technical and non-technical in nature.
• Participate in the establishment of budgets, task definitions, and quality standards necessary for completing typical maintenance and service work. Recommend material, tool, and equipment inventory level/staging improvements.
• Assist in the scheduling of technicians when requested. Review & constructively assess work performance, call backs, diagnostics, and warranty issues as assigned. Perform quality checks when necessary and review customer surveys.

We Are Looking For Someone Like You

• ​Strong understanding of service field work and best practices. Ability to learn the technical concepts and vocabulary for multiple building trades to make good business decisions in each trade.
• Excellent interpersonal skills.
• Strong computer skills and experience with Microsoft Office products. Ability to learn PENTA service management and accounting software.
• Detail-oriented with the ability to use time productively and meet challenging work goals
• Ability to take on additional responsibilities as needed, as well as determine and manage priorities with minimal guidance.
• Must possess and maintain an exceptional work ethic, uphold company values, and demand the highest standard of conduct from self and others.
• Must project a professional image that inspires confidence and trust.
• Must be a self-starter with the ability to work as part of a team and independently.
• Strong written communication skills.

Preferred:

• Associate's degree (or comparable 2-year degree)
• Experience with successful management of field operations

Working Conditions:

• Standard office environment (approximately 80-85% of time)
• Customer sites (15-20% of time)

What We Will Bring to the Table

• A collaborative, family-friendly work environment
• Knowledge and expertise that has helped us grow and thrive for the last 112 years
• Competitive pay and an excellent benefits package, including health and life insurance, a robust wellness program, 401(k), and profit sharing.
• A personal time off plan that rivals our competitors