Service Manager

Job Type

Full-time

Description

Job Summary:

This position is accountable for the safe, efficient, and innovative operation of the HEG Oil/Propane Service department. Specific areas of responsibility will include leadership of technicians and office personnel, establishment of best practices, protocol, and techniques for heating and cooling service, establishment and maintenance of competitive service and parts pricing, inventory management, and ownership of customer satisfaction.

Essential Duties:

• In conjunction with the Heating Operations Manager or Market Manager, develop and implement best practices, procedures, and protocol for the department.
• Through direct reports and individually:
  • Enforces safety procedures concerning service, fleet use, and Personal Protective Equipment in accordance with all corporate and regulatory requirements (e.g., HazMat, DOT, FMCSA, OSHA).
  • Promotes efficiency and accountability throughout the Service Department by using performance data, department knowledge, and field time with technicians and office staff to drive hiring, training, job performance expectations, coaching, annual reviews, disciplinary actions, and terminations.
• Develop and utilize performance reports that indicate departmental efficiencies and productivity, to be reviewed at least monthly with the Director of Heating Operations.
• Drives effective communications with the technicians and office staff, including conducting regular meetings for operations and safety, as well as distribution of relevant products, workmanship, and quality control information.
• Evaluates technician and office staff work schedules and historic productivity, to promote efficient and cost-effective operation.
• Facilitates and supports where applicable customer care resolution to ensure 100% customer satisfaction.
• Ensures parts, supplies, tools, and other company resources are readily available to technicians.
• Responsible for reviewing and adjusting service rates charged to customers.
• Develops and facilitates technician and installer training, both on the job and through external sources.
• Observes all mandatory safety practices and company regulations in the performance of duties.
• Executes other tasks and duties assigned by the Director of Heating Operations.

Requirements

Leadership, Education & Training Requirements:

• Demonstrated leadership and management background, with an emphasis on setting direction, coaching in a positive manner, team building, promoting safety and accountability, and achieving organizational goals.
• Absolute commitment to customer satisfaction, including timely issue resolution and proactive customer outreach.
• Concise, effective verbal and written communications skills.
• Ability to excel both individually and as part of a larger team.
• Strong skills in strategic planning, while retaining the ability to execute tactically by organizing multiple processes and prioritizing duties in a multitasking and rapidly changing work environment.
• Project management experience, featuring strong organizational skills, attention to detail, and accuracy.
• Prior process management and general operations experience are preferred but not required.
• Ability to read and interpret financial statements and departmental reports.

Technical Requirements:

• Licensing commensurate with the position (e.g., MA oil burner technician's license, EPA 608 certificate, master sheet metal license).
• Some or all appropriate licensing, including NH Gas Fitter License, preferably with Service Technician endorsement; New Hampshire Gas or Gas and Plumbing Entity License strongly preferred; MA or ME Propane and Natural Gas Technician license preferred.
• Five or more years of residential and commercial oil system installation, propane system installation, maintenance, and project management experience.
• Five years of management experience, with multi-site and remote workforce management preferred.
• Current or prior responsibility for departmental profit and loss.
• Proficient in MS Excel, Outlook, PowerPoint, and Word, as well as web-based applications.
• Technical or business degree preferred.

Job Environment:

Delivery generally requires the following duties to be performed, without restrictions: the ability to push or pull up to 100 pounds; bend; lift up to 25 pounds; kneel, squat, climb, stand, walk, sit, reach, drive, perform repetitive motions, and exercise fine motor skills. Hearing and vision must meet standards for Commercial Driver's licensing. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The above statements are intended to describe the general nature and level of work being performed by the jobholder and are not to be an exhaustive list of all responsibilities, duties and skills required of the jobholder.

Benefits:

• Employee Discount on gasoline, and residential propane and oil
• Medical, Dental, and Vision Insurance
• 401K Retirement Plan with Company Match
• Paid Time Off
• Company Paid Life Insurance and Optional Life Insurance
• Short-Term and Long-Term Disability
• Critical Illness and/or Accident Insurance

Compensation:

Salary Rate is based on a range of factors that include relevant experience, knowledge, skills, and other job-related qualifications. For the purpose of this role, the minimum opportunity is:

Pay: $80,000 - 95,000

About us: Haffner's: A Regional Leader Fueled by Family, Integrity, and Safety.

At Haffner's, we're more than a company - we're a family. As a prominent wholesale fuel distributor in New England, we've established a strong presence, managing 72 gas stations, convenience stores, car washes, and food service locations. Our renowned Haffner's brand operates across Massachusetts, New Hampshire, and Maine.

We go beyond fuel distribution, offering heating oil, propane, and HVAC services to 45,000 customers across the region. Our commitment to integrity and safety is unwavering; it's in everything we do. We prioritize building relationships and consistently doing the right thing. Our culture thrives on growth, innovation, and excellence. As a part of our team, you'll contribute to our ongoing success, embracing the core values of "Fueled by Family," "Always do the right thing," and "Safety...In everything we do." Join us and be a part of a dynamic, forward-thinking organization that's shaping the future across diverse business markets.

Haffner's is committed to equal employment opportunity and providing reasonable accommodations to those with physical and/or mental disabilities. We value and encourage diversity and do not discriminate based on race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, military and veteran status, gender identity or expression, genetic information, change of sex or transgender status, or any other basis protected by federal, state, or local law. Haffner's is committed to providing a safe work environment for all employees.

HOPHP

Salary Description

80,000 - 95,000