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Manager - Service

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Location: FREDERICK, MD, United States
Organization: BGE Home Products & Svcs, LLC
Job ID: 229379
Date Posted: Jan 19, 2021

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Job Description

Description

Job Summary:

Resolves customer inquiries and complaints relative to servicing issues.  Develops and writes complete reports covering section/sections operations.  Ensures proper maintenance of physical property and inventory of an operating station on a rotating schedule.  Develops and maintains an operating budget/budgets which meets Company and Division Profitability Goals.  Understands and utilizes Financial Statement Reports and analytical data. Reviews and recommends suggestions to enhance service and improve customer satisfaction.  Keeps abreast of national, state and local codes pertaining to HVAC, Appliance, Plumbing and or Electric.  Serves on Industry, Company and Governmental committees as assigned.

 

Primary Duties and Responsibilities: (Essential Job Function)

 
1. Resolves customer inquiries and complaints relative to servicing Appliances and HVAC equipment. 


2. Develops and writes complete reports covering section operations.


3. Ensures proper maintenance of physical property and inventory of an operation station on a rotating schedule


4. Develops and maintains an operating budget which meets Company and Division Profitability Goals.


5. Understand and utilizes Financial Statement Reports and analytical data.


6. Maintains employee files on field technicians in service group.  Maintains all performance and quality records, necessary for thorough evaluation of field technicians, for appraisal.


7. Performs on the job quality inspections


8. Performs one-on-one meetings with service personnel updating them on their progress on a regular basis.


9. Investigates and handles damage cases and accidents to service field technicians.


10. Involved in all of the Department’s activities.


11. Reviews and recommends suggestions to enhance service and improve customer satisfaction.


12. Keeps abreast of national, state and local rules and regulations pertaining to the safe operation and servicing of Appliances and HVAC equipment.


13. Serves on Industry, Company and Governmental committees as assigned.


Skills/Abilities:

1.      Demonstrated ability to navigate multiple business units within BGE HOME, including a deep understanding of how customer issues are handled/resolved.

 

2.      Demonstrated advanced skills in oral and written communication.

3.      Demonstrated ability to handle and resolve customer-related problems.

4.      Demonstrated ability to anticipate future needs and make necessary recommendations for the improvement of the Service Section.

5.      Demonstrated ability to comprehend and interpret Financial Reports.

6.      Demonstrated ability to create, maintain and enforce a service section budget.

Education/Experience:

1.      Over fifteen (15) years of service experience, of which five to eight (5-8) years are in supervisor  role, in the areas of HVAC, Appliance, Plumbing or Electrical.

2.      Maryland State HVAC, or Plumbing Journeyman’s license and Gas Fitters card.

3.   Must have or can obtain within a year, a Master License in Electrical or  Plumber/Gasfitter or HVAC and Gasfitters or Gasfitters (an Appliance Only Technician qualifies for the Gasfitters license).

Competencies:

Advanced administrative skills with the capability of giving direction and assisting others in clerical duties necessary to complete requests for service.

Other (Including physical requirements, working conditions, etc.):

Valid Maryland Drivers’ license and meets Company driving standards.

Disclaimer:

May perform other duties as assigned

Work hours vary

Recent convictions for crimes reasonably related to the activities of this job may disqualify an applicant.

 

Qualifications

Exelon is proud to be an equal opportunity employer and employees or applicants will receive consideration for employment without regard to: age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law.

VEVRAA Federal Contractor

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