[Summary of Organizational Role: [The SSID Operations Manager is responsible for overseeing the daily operations and work performed by the Commercial and Residential Service Technicians along with members of the Residential and Light Commercial Install team. The SSID Operations Manager will also identify sales leads and communicate them to the Sales and Service Supervisor, Comfort Advisors or sales personnel, figuring costs for service repairs, and following up to ensure a high level of customer satisfaction with services provided. *[Role is Accountable for:]{calibri",sans-serif"=""}]{calibri",sans-serif"=""}]{calibri",sans-serif"=""}*

• Coordinating with the dispatch team to ensure technicians are assigned to jobs that use their experience and skills cost effectively .
• Monitor quality of services provided by technicians for quality, profitability, and customer satisfaction by performing regular audits.
• Assisting service technicians with parts research as needed.
• Providing technical expertise and pricing for proposals on major repairs and retrofits.
• Meeting with customers who have service issues and negotiating prices and service solutions.
• Providing feedback to technicians on performance in the field.
• Ensuring service technicians are following the efficient process for stocking vans with inventory.
• Provide training and technical manuals to technicians on current products sold by the company.
• Follow up with residential and commercial installation and service customers on the sales of Planned Service Agreements or Klebs Care Agreements.
• Assist dispatch team with scheduling service calls while ensuring crews are productive every day.
• Coordinating with the dispatch team on distribution of customer surveys.
• Oversee the Commercial PSA department and ensure processes are followed.
• Review technician performance, productivity, and call back levels and communicate performance issues to the Technician Support and Development Manager and/or the SSID General Manager.
• Perform employee performance reviews of technicians and installers within the SSID with input from employees direct supervisors.

[Role Authorities:]{calibri",sans-serif"=""}

Forecast necessary staffing levels to ensure smooth workflow for department.

Maintain on-call list, approve overtime, and schedule after hours work as necessary to meet urgent and emergency situations.

Review job assignments and recommend personnel changes to promote efficiency and ensure training plans are met.

Authorizing expenditures by technicians in emergency situations.

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