Job Summary:

This position is accountable for the safe, efficient, and innovative operation of the HEG Oil Service department. Specific areas of responsibility will include leadership of technicians and office personnel, establishment of best practices, protocol, and techniques for heating and cooling service, establishment and maintenance of competitive service and parts pricing, inventory management, and ownership of customer satisfaction.

Essential Duties:

• In conjunction with the Director of Heating Operations, develop and implement best practices, procedures, and protocol for the department.
• Through direct reports and individually:
• Enforces safety procedures concerning service, fleet use, and Personal Protective Equipment in accordance with all corporate and regulatory requirements (e.g. HazMat, DOT, FMCSA, OSHA).
• Promotes efficiency and accountability throughout the Oil Service Department by using performance data, department knowledge, and field time with technicians and office staff to drive hiring, training, job performance expectations, coaching, annual reviews, disciplinary actions, and terminations.
• Develop and utilize performance reports that indicate departmental efficiencies and productivity, to be reviewed at least monthly with the Director of Heating Operations.
• Drives effective communications with the technicians and office staff, including conducting regular meetings for operations and safety, as well as distribution of relevant product, workmanship, and quality control information.
• Evaluates technician and office staff work schedules and historic productivity, to promote efficient and cost-effective operation.
• Facilitates and supports where applicable customer care resolution to ensure 100% customer satisfaction.
• Ensures parts, supplies, tools, and other company resources are readily available to technicians.
• Responsible to review and adjust service rates charged to customers.
• Develops and facilitates technician and installer training, both on the job and through external sources.
• Observes all mandatory safety practices and company regulations in the performance of duties.
• Executes other tasks and duties assigned by the Director of Heating Operations

Leadership, Education & Training Requirements:

• Demonstrated leadership and management background, with an emphasis on setting direction, coaching in a positive manner, team building, promoting safety and accountability, and achieving organizational goals.
• Absolute commitment to customer satisfaction, including timely issue resolution and proactive customer outreach.
• Concise, effective verbal and written communications skills.
• Ability to excel both individually and as part of a larger team.
• Strong skills in strategic planning, while retaining the ability to execute tactically by organizing multiple processes and prioritizing duties in a multitasking and rapidly changing work environment.
• Project management experience, featuring strong organizational skills, attention to detail, and accuracy.
• Prior process management and general operations experience are preferred, but not required.
• Ability to read and interpret financial statements and departmental reports.

Technical Requirements:

• Licensing commensurate with the position (e.g. MA oil burner technician’s license, EPA 608 certificate, master sheet metal license).
• Ten or more years of residential and commercial oil system installation, maintenance, and project management experience.
• Five years of management experience, with multi-site and remote workforce management preferred.
• Current or prior responsibility for departmental profit and loss.
• Proficient in MS Excel, Outlook, PowerPoint, and Word, as well as web-based applications.
• Technical or business degree preferred.

ENGLP