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Operations Manager, Alpro Service Company

Posted on Aug 13, 2019 by Smart Care Equipment Solutions

Brooklyn, NY 11226
Senior Appointments
Immediate Start
Annual Salary
For over 70 years, Alpro Service has been providing quality parts and repairs for commercial foodservice and kitchen equipment in the New York tri-state area, including NYC. Since 1948, they have represented the majority of manufacturers for both parts and warranty service, backed by their certified technicians.

Join our industry-leading team as an Operations Manager for Alpro Service Company, a Smart Care Equipment Solutions affiliated brand. The Operations Manager will be accountable to deliver sales and profitability budgets and provide daily support to service technicians. This position will focus on service delivery, technician efficiency, workforce management & planning, value capture via work order administration, and determining root causes of customer disputes.
    What You Will Do
    • Direct leadership of full staff of 30-35 employees
    • Oversee and improve the growth of one of our most critical service businesses
    • Understand and support all safety initiatives in daily discussions with technicians
    • Partner with dispatchers on technician scheduling, overtime optimization, service efficiency, schedule adherence, Service Level Agreement (SLA) compliance, and contracted service completion
    • Review work orders to ensure all value is captured and invoiced
    • Review technician time cards for accuracy; make adjustments in accordance with work rules and state law, and meet weekly payroll deadline
    • Review work orders to ensure all value is captured and invoiced
    • Retain technicians through strong leadership, coaching, communication, and accurately assessing/addressing engagement and turnover
    • Participate in new technician on-boarding and implementing/executing training plans
    • Coach and empower technicians to own their results, provide the tools and resources to achieve them, and leverage performance management where necessary
    • Manage vacation schedules and the emergency service schedule for weekends and evenings
    • Work with parts department on issues, shipping, and delivery
    • Provide feedback and assist in annual performance reviews for technicians
    • Assist in determining types or amounts of equipment, vehicles, materials, or personnel required, according to daily tasks in the field
    • Relay work orders, messages, or information to or from work crews, facility supervisors, or field inspectors, using telephones, emails or text messaging
    • Assist technicians in achieving CFESA (Commercial Food Equipment Service Organization) certification & maintain training
    Key Success Metrics
    • Billable Time (Utilization)
    • Callbacks and Recalls
    • Zero Safety Incidents
    • Optimized Overtime
    • Sales Growth 10%+
    • EBITA Growth of 15+%
    What s in it For You
    • Join the largest and fastest growing independent kitchen repair company in the US
    • Utilize your managerial and leadership skills to support and lead a high-performing team
    • Develop your skills in leading a remote workforce
    • Become part of a field service management team with nation-wide advancement opportunities
    • Access to best in class resources, tools, and technology
    • Competitive salary and benefits
    *This position will be based in our NY Office.*

    Basic Qualifications
    • Bachelor's degree or equivalent work experience
    • Management/supervisory experience in a service related industry
    • Customer relationship development and management experience
    • Minimum Profit and Loss (P & L) responsibility of $5M annually; EBITA/Net profit management of greater than $500K
    • History of proven process improvement
    • Excellent communication skills
    • Immigration sponsorship not available for this role
    Preferred Qualifications
    • Commercial kitchen equipment, HVAC and/or refrigeration experience
    • Dispatch knowledge is preferred
    • Prior experience monitoring/assessing performance of yourself, other individuals, and organizations to make improvements or take corrective action
    • Proven record of meeting customer needs, quality service delivery, meeting business objectives, and the ability to lead a field service team
    Smart Care Equipment Solutions, a growing organization of commercial kitchen equipment service companies, has been delivering exceptional service to business customers for over a century. As a national leader in commercial kitchen equipment care, we generate more than 250,000 work orders per year. Now, with the recent acquisitions of REMCO, Alpro and Mid-South Maintenance, we have technicians ready to serve you in more than 35 service markets across the nation. Alpro joined the Smart Care family in 2018.

    Associated topics: cultivate, forklift, fork lift, inventory, manage, mow, plant management, prune, scanner, ship

    Reference: 744682402