Manager of Service Operations – Denver, CO

Manager of Service Operations – fast growing company opportunity!

If you are excited by the opportunity to use your exceptional people and technical skills in a company whose mission is to help make a difference in our environment, read on!  Silver Bullet Water Treatment produces and installs AOP, filtration, UV, and other conventional water treatment products.  We operate in industries such as agriculture, municipal, industrial, food & beverage, oil/gas, and others.  Agricultural is our primary market – know that water is the most important element in raising productive, healthy livestock.  Untreated or poorly treated drinking water can carry bacteria, fungi and parasites and can cause disease or death.  The Silver Bullet Water Treatment system is rented B2B monthly to provide a safe and efficient system for our customers.

We are seeking a talented Manager of Service Operations to join our team.  You will have a direct impact on our growing company with responsibility for the management and development of our field service team to deliver maximum customer value through our products, service and training offerings.  You will be part of providing a “gold standard” as a solutions provider by making processes as simple and user friendly as possible to reinforce a culture of commitment to customer satisfaction.   This position will also manage outside dealers and reps and will work closely with both sales and engineering to ensure the most appropriate technology and tools are implemented to deliver high quality, cost effective solutions to a very demanding customer base.  Duties include oversight of all field service personnel, technical call center, training activities, service ticket resolution, work order logistics, and coordination of multi-disciplined problem-solving teams.  All we are missing is you!

Why should you join Silver Bullet?

By 2020, our aim is to become the definitive number one non-chemical based water treater in the industries we serve by driving the market and redefining market boundaries where appropriate.  We are more about just making money – we want to make a difference in the world by contributing to the well-being of all, including our livestock.  We are proud of what our closely-knit R&D and the rest of the team has accomplished in just a few years.  Our innovative product has nowhere to go but up.  Our employees’ doors are always open and we are all aware of what each department is doing.  We are transparent and collaborative among the team.

Snapshot of key accountabilities:

  • Manage the installation process: pre-installation planning, installation and post-installation verification.
  • Create and manage the process to respond to technical issues stemming from customer service calls.
  • Maintain and manage all service ticket investigations and resolutions to provide solutions to customers in a timely manner.
  • Troubleshoot and solve semi-complex problems related to plumbing, instrumentation, logistics, and some electrical.
  • Diagnose systematic or one-off field failures and make recommendations on failed customer expectation events
  • Design and document equipment return policy
  • Oversee schedule to maintain ongoing maintenance and warranty program
  • Collaborate with application engineers to ensure the best system solution to fit the customer’s needs based on site survey evaluations.
  • Manage a team of field service professionals and coordinate their work and travel activities to provide timely solutions and cost efficiency.
  • Ensure all required service records and documentation is completed and saved in Customer Relationship Management (CRM) database.
  • Create and distribute technical service bulletins, troubleshooting guides, instructional documents and manuals.
  • Continually improve upon a technical training curriculum, which contributes positively to the overall customer experience

Traits required for success:

Our ideal candidate is a strong leader who controls the work process from beginning to end.  Excellent analytical abilities and problem solving is mission critical.  You demand fast, but carefully thought out results with a focus on the big picture as well as the highest standards and quality work.  You have proven you can work independently with little management oversight.   Persuasive with customers and making customer service a priority is key.  You lead by example, enthusiasm and a can-do approach to all aspects of the job.   People describe you as dissatisfied with the status quo and you are motivated to make positive change.

Skills/Experience/Knowledge required:

  • 5+ years of service and field management, preferably in a water treatment industry, but not a must.
  • Must have excellent communications skills (both written and verbally), the ability to be persuasive with customers, and to focus on “customer satisfaction” as a priority.
  • Extremely high customer service aptitude and technical support management experience.
  • Demonstrated ability to find solutions to complex technical problems and implement continuous business process improvements.
  • Possess a working knowledge of basic electrical, pneumatic, hydraulic, and mechanical systems.
  • Experience with fundamental water testing and chemistry preferred
  • Experience with Microsoft Office Suite and
  • Bachelor’s degree in engineering, construction management, or related disciplines.