Senior Operations Supervisor (EMS)

About Us: 

EMCOR Mechanical Services (“EMS”) is a division of EMCOR Group, Inc., a fortune 500 company.  EMS is a national full-service commercial HVAC provider with a network of 26 operating companies deploying over 3,900 professional technicians to execute systems maintenance, repairs, equipment retrofits, construction services, automation, and energy solutions. EMS generated $2.0B in revenues in 2023 and continues to grow organically and through acquisitions.

Job Title:  Senior Operations Supervisor (EMS)

Job Summary:  EMCOR Mechanical Services has an opportunity for a Senior  Operations Supervisor in  Norristown, PA. This role assumes overall responsibility for the management and daily operations of client accounts for HVAC services. The Senior Operations Supervisor is responsible for working with EMCOR Operating Companies to ensure work orders are managed within the established KPI’s. The Sr. Operations Supervisor is responsible for managing direct reports to complete work orders within contractual timeframes and managing work order escalations, payment issues and overseeing time-critical repairs. The Sr. Operations Supervisor will partner with Account Management to meet/ exceed customer needs and expectations.

 

Essential Duties and Responsibilities:

• Organize workload to manage normal day-to-day activities, emergency assignments and special projects (both Company and Customer) to ensure all Key Performance Indicators (KPI’s) and performance objectives are completed to satisfaction.
• Manage local HVAC providers and direct reports.
• Perform annual performance evaluations for direct reports.
• Hold subcontractors accountable to meet contract requirements.
• Manage team to ensure all work orders to completion and work orders are closed out/completed within account timeframe.
•  Respond to customer escalations and ensure constant communication is being facilitated between accounts, providers and customer.
•  Investigate, develop and implement projects, processes or activities to reduce or contain costs, increase quality levels and meet standards.
• Foster a positive work environment with associates and customers. For associates, train, mentor, manage the review process and engage in associate development. For customers, develop and maintain a positive relationship that supports open dialogue.
• Supervise and work in EMCOR and Customer CMMS systems to keep work orders updated within contracted KPIs.
• Management of Account Group Inboxes, inbound/outbound emails. Including assignment of required inbox members and email rules.
• Responsible for the account processes and work order flow for accounts assigned to ensure all steps are included, reviewed and modified and communicated as needed.
• Ensure all account notes and associated documentation are accurate based on the contract and operational processes.
• Responsible for the escalation of all account setup issues that hinder Operations from completing the required processes for the Account.
• Assist sales leaders in developing an initial account resource plan based on required work order processes, customer task sheet expectations, invoice content and approach and other critical account specifications.
• Assist Account Managers to conduct a final account resource plan (Use same tasks as above)
• Collaborate with functional leaders to integrate their functions into initial and final account resource plan. 
• Assist Account managers to plan and execute full account rehearsal.
• Responsible for the education and training of Customer CMMS systems to self and team members.
• Responsible for the oversight of Customer billing/payment systems to assist management as needed.
• Responsible for the knowledge and training of Customer Safety systems to self and team members. Develop plans with management to best manage the safety system and process for customer.
• Responsible for the record keeping of initial asset surveys and revisions as needed.
• Work with BD/Sales and Management for updated assets and pricing at customer site.
• Responsible for the knowledge and training of Customer Refrigerant systems to self and team members. Develop plans with management to best manage the refrigerant system and process for customer.
• Supervise the