Summary:

Under the general guidance from the POD Manager and VP of Operations, the Assistant POD Manager (APM) is responsible for managing administrative staff. The APM role must be an effective communicator, as it is critical to the development of our operational team and the quality of support we provide to our customers. 

Essential Duties and Responsibilities:

• Recruitment and development of team
• Delivery of all company goals and metrics
• Provide customer satisfaction
• Team on-boarding and training
• Evaluate and perform annual reviews with POD Manager approval
• Review company reports and share with team
• Communicate needs to various company teams (Dispatchers, POD Service Specialists, ASM’s, POD Manager, and VP’s)
• Escalation point for callbacks
• Successfully promote company’s image, appearance, and reputation
• Manage customer relationships, as assigned
• Maintain and communicate weekly activity schedule
• Ensure efficient and well-planned scheduling of all calls
• Ensure Company meets or exceeds customer and company Service-Level Agreements (SLA) requirements
• Manage team and ensure company systems and procedures are followed
• Bottom line accountability, as assigned
• Manage labor and material costs
• Support the management and the development of team
• Excellent interpersonal and communication skills, both written and oral
• Deliver high level of customer service on a consistent basis
• Assist with customer concerns and issues as necessary
• Responding to any urgent questions or concerns of the client as soon as possible
• Assist with online platform issues

Other related duties as assigned

Operational Responsibility

• Work order average days open <7 Days
• SLA response time >80%
• Work orders average days to approves <1-2 Day
• Partner with clients and technicians to complete all calls on first site visit without sacrificing quality
• Communicate with the customer and present a sense of urgency
• Daily communication between the field office and the customer
• Interact with and provide guidance to scheduling and dispatching department
• Ensure team follows all company procedures are adhered to and followed with 100% compliance, to include, but not limited to:
  • All parts ordered daily and available within 24 hours
  • Ensure all check out requirements are met for job completion to move status to billing
  • Review and approve PO’s, ensure they are processed and issued correctly
  • Cost incurred not billed closed out each month for completed calls; start working on this, two weeks prior to month-end closing
  • Ensure business goals are met each month and communicate objectives to the Operations Leadership team for distribution to technicians
  • Provide training of new customer requirements to Operations Leadership team
  • Be a positive role model & leader to internal and external customers
  • Provide a “can do attitude”
  • Always be the example of safety, no exception
  • Provide financial update to the team (work order status reporting for weekly meetings)
  • Personally handle escalated service issues as assigned
  • Communicate the goals and objectives for the POD and provide support and accountability
  • Enforce all company policies fairly
  • Ensure the POD maintains proper quality at the work level to support the field (continuous improvement, quality site surveys, sales, etc.)
  • Know customer’s requirements
  • Timely communication to ensure a high level of service
  • Communicate customer issues with management ASAP
  • Ensure price accuracy on parts and labor on all quotes, billing, and supplier invoices
  • Review POs for warranty credit and ensure parts were returned timely
  • Review work orders and ensure it matches work performed by technician
  • Approve all POs over $500, up to $2,500 total PO value
  • Get approvals for all PO’s greater than $2,500
  • Order parts required for complex jobs, change outs and replacements
  • Negotiate best pricing from vendors
  • Make required customer contact and approval for emergency repairs
  • Prepare large complex quotes as assigned
  • Ensure accuracy of Technician’s work order diagnosis versus work quoted and/or performed, as needed
  • Approve all quotes as directed by VP, as assigned
  • Follow up with customer on all open quotes every 3 days, to close out and process as assigned