Service Delivery Manager - CNG

Monitor and direct the activities of assigned staff. Monitor and analyze available resources to ensure the most efficient utilization of available resources and resolve inquiries and discrepancies. Provide functional supervision of staff.

Key Accountabilities

Essential Functions

• Monitor and direct the work of the staff to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors, or problems.
• Provide employees with guidance in handling difficult or complex problems or in resolving complaints in an effective and efficient manner.
• Troubleshoot and come up with solutions for problems while maintaining communication with leadership on problems and their resolution.
• Work with customers and utilize applicable software, including customer systems, to research and resolve inquiries and discrepancies in a timely manner.
• Recommend process improvements as necessary and work with co-workers to implement approved changes.
• Utilize software programs to prepare reports, e-mails, correspondence, etc.
• Implement policies, procedures, and service standards in conjunction with management.
• Train employees in job duties or arrange for training to be provided.
• Evaluate employees' job performance and conformance to Company policies and procedures.
• Participate in the recruitment & selection of staff.
• Maintain confidentiality of all Company-related matters.
• Perform all duties in a safe manner and maintain the Company’s strong commitment to employee safety.
• Responsible for Assure participation in above 85%
• Responsible for Stop Work training, adherence, and competency.
• Responsible for scheduling, lodging, calendar, and PTO requests are completed timely.
• Responsible for Dayforce/Kahuna completion % is always 75% or better.
• Responsible for verifying hours and time per shift worked is in line with best practices.
• Provide regional coverage and assistance to other areas as needed or business requires.
• Responsible for ensuring a site survey is completed before every pad move and JS is submitted for every rig up.
• Coordinate all operations per the best practices of the company and service line.
• HSE/DOT compliance is mandatory and verify every employee is in good standing and follows policy and process.
• Maintain an ongoing list for Assets where, why, when they are deployed and what is the location of each asset.
• Maintain a CMV, LDV employee assignment list.
• Develop with leadership participation a site audit/review form and implement use of the form on a weekly basis.
• Develop with leadership participation a facility audit/review form and implement use of the form on a monthly basis.
• Responsible for scheduled facility maintenance
• General facility housekeeping
• Receiving and submitting signed delivery tickets
• Scheduling and coordinating fleet/equipment maintenance.
• Provide support to drivers and field staff with daily challenges.
• Coordinate crew/equipment movement for rig up/down of assigned PS crews.
• Provide support for assembly, testing and commissioning of new equipment as received.
• Maintain working relationships with SDM and frac ops managers to ensure consistent quality service daily.
• Perform other job-related duties as assigned.

Required Knowledge, Skills, and Abilities

Knowledge/Skill/Ability

• Three years’ experience successfully planning and scheduling resources OR three years’ experience in customer service environment that included heavy customer service and operations duties. Experience in an oilfield, transportation, and/or logistics environment is preferred. Prior supervisory experience preferred.
• Knowledge of business and management principles involved in resource allocation, leadership, and coordination of people and resources.
• Knowledge of the principals of excellent customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, and/or approaches to problems.
• Ability to listen and understand information and ideas presented through spoken words and sentences, and the ability to communicate information and ideas in speaking so others will understand.
• Ability to read and understand information and ideas presented in writing and the ability to communicate information and ideas in writing so others will understand.
• Ability to read, write, and speak English including the meaning and spelling of words, rules of composition, and grammar.
• Ability to navigate in a Windows environment to enter data and/or process information.
• Above average proficiency in Microsoft Windows, Outlook, Word, and Excel.
• Ability to develop specific goals and plans in order to prioritize, organize, and accomplish your work.
• Ability to communicate effectively with business partners, supervisors/managers, peers, or subordinates in verbal or written form.
• Ability to work a non-traditional work schedule which may include nights, weekends, and holidays.
• Perform all duties in a safe manner and maintain the Company’s strong commitment to employee safety.

Ability to understand and speak English at a level of proficiency allowing employee to issue, receive and respond to both safety and operations-related directions in English.

Minimum Required Education

H.S. Diploma or G.E.D. required for this position.