Field / Technical Manager

Position Overview

Oversee field operations, manage a team of technicians, and ensure high-quality service delivery. Strong leadership and technical expertise are essential.

Duties & Responsibilities

The main tasks, duties and responsibilities of the DSR position will include but are not limited to the following…

Dispatch: 

• Know the Dispatch Board: This is not a suggestion, but a requirement. Proactively assess, review and memorize the entire Dispatch Board for today, tomorrow and the rest of the week.
• Understand the needs of the technicians and each job to ensure proper coordination of appointments. For example, checking invoices to see if there are any access  considerations or additional technicians needed to safely complete a job. Or to ensure the technician has the proper parts, material or equipment to effectively complete jobs in a timely manner.
• Utilize knowledge of current schedule conditions, job location, job content and Technician expertise to schedule appointments for Clients without delay and optimize driving routes.
• Manage the Dispatch Board: Dispatch Technicians in ServiceTitan upon request and without delay, fill gaps in the schedule, stay current on Technician activity within ServiceTitan and ETA’s on job completion, communicate necessary changes and updates to Clients to convey early or delayed arrivals, provide alternative times if needed, log updates in the job notes and communicate changes in real time to the Call Center Team.
• Receive all inbound phone calls from Technicians and Trainees, and promptly tend to all communication channels to keep communication and workflow at maximum efficiency. Including but not limited to phone calls, emails, text messages, ServiceTitan Chat and Google Chat.
• Thoroughly pre-close jobs to ensure close-out calls with Technicians are expedited.
• Utilize the Close-Out Checklist to ensure all applicable steps are complete in the final close-out process.
• Utilize statuses in DialPad to accurately reflect availability during your shift.
• Assist and coordinate with the Warehouse Team in identifying parts and equipment ordered to ensure Technicians have what they need for upcoming jobs.
• Take necessary steps to effectively complete the permit-pulling process for applicable jobs.
• Accurately complete all applicable daily forms.

Client Experience:

• Receive all inbound phone calls from Clients and book appointments accordingly based on urgency.
• Maintain a high level of customer service to meet or exceed the Company’s standards when interacting with all Clients, members of the Company, and its vendors or suppliers.
• Promptly tend to all communication channels to keep communication and workflow at maximum efficiency. Including but not limited to phone calls, emails, text messages, ServiceTitan Chat and Google Chat.
• Address all inbound leads and persistently attempt to contact leads and book appointments, if initially unsuccessful.
• Correctly classify all inbound calls you take in ServiceTitan by adding a note to the correlating job or booking a job for a new lead. Utilize the correct Call Reason if a new lead was not booked and add a descriptive note outlining the conversation and any important details.
• Ensure Client profiles, Service Locations, and jobs are accurately set up and entered into ServiceTitan.
• Review job notes and client history to ensure we have a thorough understanding prior to scheduling appointments to offer the best service possible to our clients.

Professional Development:

• Conduct daily independent personal training (Listen to calls, watch videos for products & services we offer, review new & existing material in Trainual, etc..).
• Regularly review the Standard Operating Procedures (SOP’s) applicable to your role to ensure proper steps are followed and Company Standards are met.
• Monitor your own performance using the Dashboard feature within ServiceTitan in addition to ongoing communication with your direct manager.

Working Conditions

This position will require a presence primarily indoors, seated at a desk in front of a computer in a climate-controlled and smoke-free environment. The noise level in the work environment is usually low to moderate.

Value Drivers

The DSR’s for THE Water Heater Company shall be deemed to be performing acceptably when the following have been accomplished:

• Individual Call Booking Percentage is consistently 80% or above.
• Adherence to Call Booking Script.
• All data entered in computer systems (i.e. ServiceTitan) is accurate.
• Not just meet but exceed client expectations in everything we do to ensure we offer A+ service to our clients.
• All jobs are closed out accurately and contain all of the necessary information. This includes jobs that you did not specifically close out yourself.
• At any given point in time the Dispatch Board accurately reflects all necessary information and all pending tasks are actively being addressed.
• The guidelines and protocols outlined within the Company’s Standard Operating Procedures are understood and consistently followed.
• Individual skill levels are constantly being improved through self and guided training.
• A thorough understanding and awareness of current individual and company key performance indicators (KPI’s) is maintained. For example, booking percentages, opportunity conversion rates, and sales/revenue targets.

Requirements

• Experience: Minimum 1 year of experience in Dispatch and/or Customer Service.
• Available shifts from 7 am – 8:30 pm / 7 days a week/ weekend availability.
• Education: High school diploma or GED
• Zeal: The ideal candidate for this role will demonstrate unwavering enthusiasm, positivity, and dedication toward achieving goals and exceeding expectations in the workplace.
• Communication skills: Must excel in all facets of communication as you will be at the heart of ensuring our mission and values are conveyed with clarity, effectiveness, and enthusiasm.
• Action-oriented: We seek an individual who possesses a proactive nature, taking initiative to address tasks promptly and effectively engaging in all aspects of the role.
• Problem-solving skills: A critical component of this role is the ability to swiftly identify and solve issues, adapting to unforeseen challenges with ease.
• Attention to detail: The candidate must possess a keen eye for detail, ensuring accuracy and precision in all communication, documentation, and task execution.
• Team player: Collaborative mindset with the ability to work effectively within a team environment, overcome challenges, and maintain positive relationships with colleagues across various departments.
• Computer proficiency: The candidate should be well-versed in using computer-based tools and software, including CRM systems, the Google suite, and other applications necessary for efficient job performance.
• Background Check & Drug Test: A clear background check and successful completion of the drug test are required.
• Physical Presence: Ability to work in the office full time.
• Available shifts from 7 am – 8:30 pm / 7 days a week/ weekend availability.

Benefits & Perks

• Performance Pay (TBD)
• 100% coverage of a standard Medical insurance plan
• 100% coverage of a standard Dental and Vision insurance plan
• 401k Plan (No matching)
• Sick Pay (Standard California Requirements)
• Life Insurance
• Employee Discount
• Career Growth & Development Opportunities
• Clear Path To $960/wk!