Service Manager
Boswell Oil Company is a dynamic growth-oriented distributor of lubricants and fuels to wholesale, retail, and commercial end user markets throughout Georgia. We are seeking an experienced Service Manager for our company. Previous field service experience required and petroleum industry service experience is strongly preferred.
The ideal candidate enjoys coordinating with a team, is self-directed, has exceptional verbal and written communication skills, excels at time management, and is mechanically minded. Teamwork, Ownership, and Commitment are three of our company values that are also attributes of someone who will be successful in this position.
We are willing to have this position based in any of our bulk plant locations- Athens, Thomson, Waycross, or Albany. It is posted separately for each location, but there is only one position as this position will serve all locations. Some travel will be necessary.
The typical schedule will be Monday through Friday 8a-5p. To meet business need there may be schedule flexibility.
Compensation Will Be Commensurate With Experience.
Boswell Oil Company offers a competitive benefit package including medical, dental, vision, 401k with matching, other ancillary insurance options, paid time off, and paid holidays.
SUMMARY:
Manage the deployment of the Service Technicians to prioritize and complete service orders for all Boswell direct and indirect facilities and for customers. Ensure efficient and effective communication with internal and external partners to maximize the use of Boswell equipment and resources and timely customer service.
ESSENTIAL DUTIES AND RESPONSIBILITIES Include The Following.
These are functions a qualified incumbent or applicant must be able to perform with or without reasonable accommodation.
• Dispatch employees or vendors for service tickets. Coordinate with Sales Support team as needed to get additional information and/or confirm completion of service ticket.
• Verify details for invoicing after completion of service tickets.
• Act as a liaison for any contractor or vendor providing upkeep to Boswell facilities or equipment, including but not limited to landscaping services.
• Create and dispatch service tickets.
• Verify completion of service tickets and provide relevant information to billing.
• Create and maintain tracking spreadsheets or databases for sales and service assets including but not limited to tanks, tank monitors, and hot fuel.
• Provide information, like gallons and equipment, needed for ROI evaluation and approval.
• Maintain stock and order equipment like tank monitors for sales and service. Track warranties and credits on that equipment.
• Report project progress to senior management and working with them to improve operations and procedures.
• Schedule and dispatch service technicians for field service including but not limited to tank installs, pump repairs, inspections, preventative maintenance, and emergencies.
• Coordinate with multiple vendors, field techs, sales, and customers to execute service projects and startup/warranty activities.
• Handle end-to-end work order management opening, tracking, documenting, and closing with detailed records and financial data.
• Prepare sales orders and manage relevant supporting documentation for billing.
• Maintain a service calendar; proactively follow up on open service requests and recurring maintenance.
• Track and manage inventory of service related equipment like tanks, pumps, hoses, meters, and support equipment.
• Receive, label, and route incoming packages and project materials.
• Ensure all service work meets safety, environmental, and regulatory standards.
• Provide executive-level administrative support for the Field Service team.
• Use service administrative software (dispatch/ERP), Microsoft Office, and billing systems effectively.
• Provide support for the completion of service work particularly when more than one person is required to effect the repair or equipment moves.
• Follow all department work instructions.
• Work with sales team and technicians to understand how the equipment works so repairs will go smoothly.
• Record all preventative maintenance, solutions to maintenance requests, and other required documentation in the Maintenance Log.
• Support the fiscal health of the business through accurate and timely submission of expense reports, discussing significant expenditures with supervisor in advance, and utilizing processes like getting quotes to ensure best price from outside vendors.
• Coordinate with drivers, warehouse personnel, sales representatives, inventory staff, managers, dispatchers, and other Boswell Oil team members to accomplish company objectives.
• Coordinate with Fleet Operations Manager to schedule preventative vehicle maintenance and address any needed vehicle repairs while minimizing impact to productivity.
• Resolve any delays or interruptions related to service operations.
• Participate in regular meetings, offer status updates, and assist in furthering operational goals.
• Participates on emergency preparedness planning team.
• Investigate and resolve the root cause of trends leading to repeat delays or interruptions related to service completing tickets or work orders.
• Coordinate with Safety and Fleet Operations for incident, accident, and near miss investigations and resolutions. Investigation and resolution may include providing information and mitigating risk of recurrence.
• Travel to all Boswell Oil locations as appropriate for observations, meetings, and trainings.
• Draft and present reports on service operations and expenses.
• Schedule, lead, and/or participate in specialized training that supports and develops business practices and services. One example is ensuring drivers can identify monitor types to effectively provide site information to Service.
• Ensure timely input of delivery information to bill customers.
• Prepares service schedules, establishing priorities and coordinates service activities to ensure replacements or repairs meets specifications.
• Hire, train, and supervise service technicians in coordination with Human Resources and following company policy.
• Drive Employee Engagement and Appreciation, particularly for service technicians, by partnering with Human Resources on moral boosting activities.
• Review and approve all scheduling and timekeeping for Service Technicians.
• Identify training and development needs of staff and initiates appropriate programs with a focus on effective onboarding and continued education of the Service team.
• Support Driver Manager by conducting Driver Observations as needed.
• Analyze service performance trends, including but not limited to length of time service tickets are open, determine causation or common factors, and perform root cause analysis to ensure performance improvements.
• Troubleshoot customer service needs and collaborate with Sales and Sales Support to resolve any customer issues.
• Analyze and resolve work problems or assists workers in solving work related problems.
• Direct and guide performance of employees, including performance reviews and employee counseling. Establishes appropriate accountabilities and goals.
• Identifies training and development needs of staff and initiates appropriate programs. Assures that the duties, responsibilities and authority of each job function is clearly defined and communicated to the appropriate personnel.
• Assists in the development of internal procedures and documentation to support the assigned areas of operations.
• Assists in the implementation of improvement projects or system enhancements, which will result in efficiency improvements, quality improvements, and/or cost savings.
• Confers with other supervisors to coordinate service and repair activities.
• Maintain adherence to Company policies, safety standards, and good housekeeping practices.
• Problem solves issues as necessary.
• Maintains harmony among workers and resolves grievances.
• Maintains cleanliness of work area and equipment.
• Follows all department work instructions.
• Follows prescribed safety rules and fosters an environment where employee safety is a top priority.
• Provides technical support to Sales and Customer Service in order to maintain high levels of customer satisfaction.
• Assist with service reports for month-end.
• Assist with data collection for monthly expense reports.
• Generate service reports as needed.
• Assist in standardizing the methods in which work will be accomplished.
• Provide and/or compile data for reports and analysis, particularly those related to Service.
• Performs other duties as assigned.
Other (Non-Essential) Functions
Includes functions which are normally performed by persons holding this title. However, these functions
may be assigned to other employees as part of a “Reasonable Accommodation” under the ADA.
• Complete basic maintenance or repairs of trucks and equipment in coordination with Fleet Operations.
• Applies, or assists with application, for permits required to perform business operations such as Over the Water Transfers and hauling hazardous materials.
• Assist walk-in customers and answer phones when front desk coverage needs additional help.
• Assist as needed with monthly inventory cycle counts.
• Deliver product to other Boswell locations or customers as needed.
• Crosstrain to assist in other departments.
SAFETY REQUIREMENTS:
Required and responsible for employee safety, attending safety training, complying with all company safety and work policies and reporting all accidents/injuries immediately to their Manager and HR Department.
SUPERVISORY RESPONSIBILITIES:
Responsible for the overall direction, coordination, and evaluation of supervisory and non-supervisory personnel in specified departments assigned. Carries out leadership responsibilities in accordance with company policies, procedures, safety, and applicable laws.
Responsibilities include interviewing, hiring, and training employees; planning, assisting, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE:
The minimum education required for this position is a high school diploma or equivalent, preferably an Associates Degree or higher in a related field. Minimum 3 years experience in maintenance or field service; or equivalent combination of education and experience. Previous experience in maintenance or service in the petroleum industry preferred. Previous management experience strongly preferred. Experience with DOT driver and vehicle regulations preferred.
LANGUAGE SKILLS:
Ability to read, analyze, and interpret documents; to respond effectively to the most sensitive inquiries or complaints. Ability to read, speak, and write the English language. Ability to present prepared information to a variety of groups including drivers, employees, and management.
MATHEMATICAL SKILLS:
Ability to comprehend and apply the principles of mathematics. Ability to work with mathematical concepts such as fractions, percentages, ratios and proportions to practical solutions. Knowledge of costing and production methods in a manufacturing environment.
REASONING ABILITY:
This position requires an ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to define problems, collect data, establish facts, and draw valid conclusions.
CERTIFICATES, LICENSES, REGISTRATIONS:
Must possess and maintain a valid driver’s license and a driving record satisfactory to the Company and its insurers. Ability to drive a commercial motor vehicle with either a valid medical card or a Commercial Driver’s License preferred.
Certifications in OSHA 10, OSHA 30, and OSHA Hazardous Communications strongly preferred. Experience with and/or certifications for Gilbarco Dispenser, Gilbarco Passport, Veeder Root, Insite 360, Commander E, Gasboy, and/or FuelMaster preferred.
OTHER SKILLS AND ABILITIES:
Computer skills to include experience working knowledge of Windows, Microsoft Outlook, Excel, Word, PowerPoint, any Web Browser, HRIS or payroll systems, and Access system.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, talk, hear, and walk; use hands to finger, handle or feel; reach with hands and arms. The employee is occasionally required to stoop, kneel, or crouch. The employee may frequently lift/or move up to 25 pounds and occasionally lift and/or move 50 pounds. The employee is required to apply a “buddy system” for products weighing more than 50 lbs. Physical requirements include, but may not be limited to, walking up and down stairs/ladders including heights over 40 feet and negotiating uneven surfaces. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus. Required to have close visual acuity to perform activities such as preparing and analyzing data and figures, viewing a computer terminal, reading and visual inspection. Required to have visual acuity to determine accuracy, neatness, and thoroughness of the work assigned or to make general observations.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee could be exposed to humid conditions, fumes, toxic chemicals and heat. The employee occasionally works near moving mechanical parts. The noise level in the work environment is usually low to moderate. Exposure to outside environmental conditions with no effective protection from the weather and may be subject to both extreme heat and extreme cold.
EMPLOYER’s RIGHTS:
This job description does not list all the duties of the job. You may be asked by your supervisor or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.
Boswell Oil Company has the right to revise this job description at any time. The job description is not a contract for employment and either you or Boswell Oil Company may terminate employment at any time, with or without cause and with or without notice.
Oil and Gas
Other
Full-time