Service Department Manager at BORNQUIST INC – Chicago, Illinois

As a premier HVAC / Plumbing Manufacturers' Representative Firm, Bornquist Inc. has built dominant brand name recognition for every product that we represent in the Commercial, Industrial, HVAC and Plumbing markets in Northern Illinois. We offer competitive pay, benefits, and a friendly work environment for all employees. We focus on providing the necessary training for all employees to remain up-to-date on all our manufacturers and current technologies.

We believe our employees and customers will recognize us as a leader in our industry and a valuable resource!

We invite you to apply to be a part of our winning team!

We are an Equal Opportunity Employer: disability / veteran.

Benefits:

Competitive Salary, Medical (HMO, HSA & PPO options), Dental, Vision, Generous Profit Sharing and 401k Program, Short Term & Long Term Disability, Employee Assistance Program, Employee Discounts through ADP LifeMart/LifeCare, Paid Time Off

Position summary:

The Service Department Manager is responsible for leading and supervising the Service Department Administrators and Fabricator to ensure efficient workflow and exceptional customer service. This position also develops and maintains the company’s safety and training program and manages high-profile service jobs through successful completion.

Duties and Responsibilities:

• Coordinates daily operations within the service department including job scheduling, dispatching, service ticket closure, and production.
• Utilizes Fabricator to complete in-house equipment repairs, production orders and light building and maintenance tasks.
• Maintains records of service calls, including work performed and parts or product replacement.
• Collaborates with the Field Service Manager to develop and implement departmental and organizational strategies, policies, and goals as they relate to the Service Department and to customer satisfaction.
• Collaborates with Sales to identify Preventative Maintenance opportunities.
• Prepares accurate and detailed PM contract proposals, including pricing, service schedules and coverage options.
• Prioritizes customer complaints based on severity and impact, focusing on resolving escalated requests.
• Oversees completion of high-profile service jobs with a focus on excellence and customer satisfaction.
• Serves as the primary point of contact for key clients and stakeholders.
• Designs, implements and maintains the company-wide comprehensive safety program.
• Conducts regular safety audits, training sessions and incident reviews.
• Ensures compliance with all local, state and federal regulations and promotes a culture of safety awareness
• Supervises, mentors and develops service staff to foster professional growth, team cohesion and continuous improvement.
• Maintains strong relationships with customers and vendors.
• Maintains a high level of knowledge about products and services.
• Performs other related duties as assigned by management.

Supervisory Responsibilities:

• Directly supervises 3 – 6 employees within the Service Department.
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications:

• Bachelor's Degree (BA) from four-year college or university, or 5 years’ relevant experience, or equivalent combination of education and experience.
• Computer skills:
  • Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and general internet functionality required.
  • Proficiency utilizing ERP (Prophet 21 by Epicor) and CRM preferred. Training can be provided.
• Other skills required:
  • Excellent customer service skills with a strong desire to go above and beyond to exceed customer expectations.
  • Strong mechanical aptitude and understanding of the systems and equipment technicians are working on and the tools they use.
  • Strong leadership, communication and organizational skills.
  • Excellent problem-solving skills.
  • Conflict resolution, hiring, developing and motivating employees.
  • Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • The ability to accurately assess customer needs, meeting quality standards for services and evaluation of customer satisfaction.
  • Knowledge of business and management principles involved in strategic planning, resource allocation, leadership technique, and coordination of people and resources.
  • Knowledge of principles and procedures for personnel recruitment, selection and training. The ability to effectively lead and motivate others.

Competencies:

• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments; maintains professionalism in communication and appearance.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.

Physical Demands and Work Environment:

• Frequently required to utilize hand and finger dexterity.
• Frequently required to walk, sit, bend, climb, balance, stoop, kneel or crawl.
• Frequently required to talk or hear.
• Occasionally works near moving mechanical parts.
• Occasionally works around fumes, airborne particles, or toxic chemicals.
• Occasionally exposed to outside weather conditions.
• While performing the duties of this job, the noise level in the work environment is usually moderate to loud.
• The employee must frequently lift and/or move up to 75 pounds.
• Specific vision abilities required by this job include close vision, distance vision, depth perception and ability to adjust focus.
• Forklift operation may be required; appropriate training and certification would be provided.