Operations Manager

JOB PURPOSE
The Operations Manager primary function is to directly manage assigned field service/shop technicians and perform the duties of project management, coordinating, and overseeing the delivery of in-house, onsite and offsite service projects for internal and external customers.

The Operations Manager is responsible for the on-time and in-budget delivery of all assigned projects. The individual is also responsible to manage the facility needs of the service center, including equipment, tools, resources and vehicles used to perform and deliver field and shop projects.

The Operations Manager is responsible for the financial performance of the service center, ensuring  efficient operations and customer satisfaction.

DUTIES AND RESPONSIBILITIES
Technical:
• Work closely with RSM team to pursue opportunities, create estimates and coordinate order intake.
• Optimizing technician schedules and dispatching them to job sites, safely & efficiently, considering skill sets, locations, and availability. 
• Coaching, training, and motivating field service technicians, fostering a positive work environment, and addressing employee concerns.
• Managing the field service team, including hiring, training, and retention.
• Monitoring and analyzing service metrics to identify areas for improvement and implement corrective actions.
• Handling customer inquiries, resolving issues, and ensuring customer satisfaction.
• Developing and implementing efficient workflows, guidelines, and policies to enhance service 
delivery.
• Providing technical support to customers and field service staff, including troubleshooting & repairs.
• Work with Service Center Operation Managers, & In-Gas Operations Manager teams (production, sales, HR) to ensure smooth operations and achieve company goals. 
• Ensuring adherence to company policies, regulations, and safety standards by reinforcement and accountability.
• Perform periodic site visits to evaluate performance, and ensure processes are performed to company safety and quality standards.

Administrative
• Schedule travel via airline transportation; operate a company or rent vehicle to customer site locations. A minimum of 60% annual domestic and international travel is required. This may 
include weekends and holidays when applicable.
• Work with RSM and General Manager to develop/create, communicate and follow-up on estimates and proposals
• Foster a culture of continuous process improvement for the team and the organization
• Promote services offered by supporting RSM with customer visits, marketing campaigns and attending industry events as assigned.
• Maintain company assigned credit card(s)

Qualifications
• Education/Training: High School Diploma or equivalent; technical and management training 
related to field sales and/or field services; and/or meet or exceed the experience qualifications listed below.
• Individuals must have training in electrical safety, industrial safety (i.e. OSHA, NFPA, etc.). May be 
obtained when role is assigned
• Specialized knowledge: Field service leadership in the electric power utility, power plant, and 
industrial specialty gas industry.
• Skills/ Abilities: Interpret customer bids and RFQ’s including terms and conditions, clarifications, 
drawings/prints related to RFQ’s and bid requests, etc. Have minor electro-mechanical skills and abilities
• Strong negotiating skills, conflict management skills, sense of accountability. 
• Operate computer and mobile phone applications including MS Office tools; Outlook; 
QuickBooks; CRM and other computer-related applications as part of the duties and 
responsibilities
• Possess persuasive presentation and effective communications skills (written and verbal), 
motivation, and creativity to develop solutions for unique opportunities
• Strong and intellectual customer service abilities to provide technical support and respond to 
customer bid & RFQ requirements within the offering portfolio of the company
• Professional Certifications & Licenses: Valid motor vehicle operator’s license; Technical vocational-school, technical university or college diploma in customer services; or meet or 
exceed the experience qualifications listed.
• Experience: Minimum 5 years’ experience in the electrical power utility and/or industrial market 
segment or related field. Experience in working with minimal supervision and guidance to 
accomplish the duties and responsibilities as outlined above

Working conditions
• Different climates in an electrical utility, power plant, manufacturing, or industrial environment.
• Demanding fast paced environment requires attention to personal and equipment safety, environmental safety, and quality adherence.
• Outdoor environment with exposure to climate changes and/or extreme temperatures,  precipitation, etc.
• Environments where PPE or other EH&S equipment will be required to limit exposure to risks 
such as electrocution; breathing harmful fumes or gases; exposure of contaminants to skin and eyes; and high noise levels.
• Indoor office and production environment with exposure to risks associated with an industrial environment
• Random drug and alcohol screenings and background checks for restricted access to nuclear, government or high security customer locations