The home heating oil industry has a long and proud history, and Fuel Oil News has been there supporting it since 1935. It is an industry that has faced many challenges during that time. In its 77th year, Fuel Oil News is doing more than just holding
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38 MAY 2014 FUEL OIL NEWS | www.fueloilnews.com M any years ago, and possibly even today, it was not uncommon for a service tech- nician to begin thinking about working hard and at some point possibly being considered for the very prestige position of service manager. However, many years ago that position meant the service manager's sole job was to make sure that all the technicians were working and that all the customers were provided with heat and hot water. The service manager would also be the first one called for technical assistance and the last one to be told "You're all clear" at the end of the day. Oh, I forgot to mention he or she also gets to work 24/7, 365 days per year without overtime pay. Today, this same position requires more multi- tasking, and that has changed the scope of a service manager position. The service manager still puts in the same long days and nights; however, along with the hours generally comes the total responsibility of the of the department's present and new divi- sions. Many of the oil and mechanical companies have diversified into opportunities other than just burner service and installations. Examples include air conditioning, refrigeration, generators, LP and natural gas service. These new additions have, under the direction of the accounting managers, forced new cost centers to be established for each of these disciplines. The reason is simply to deter- mine how much revenue is being generated by each department and its profitability. Years ago it was not uncommon for an oil com- pany to take 3 cents out of every gallon sold and apply it to the service department to make it show a profit. However, that is certainly not the case in this day and age. I talk to service managers on a daily basis and I hear and understand their frustrations. I try my best to let them know that these changes are not to create stress, but that they are necessary in order for the companies to survive with the overhead of the business and the competition that presently exists. The new generation service manager will be held accountable for budget preparation, finan- cial reports, travel time, overtime, scheduling, billable hours, hiring, dismissing, reviews, vaca- tions, inventory and the overall profitability of all departments. Most of the managers today will or have attended many of the off-site man- agement training programs that deal with the above subjects, and that are taught by some of the industry's best trainers who strive for perfection and success. There are training programs for service man- agers offered by many trade associations at a very affordable rate that include CEUs. By the time you read this article, I hope that many service manag- ers will have attended the training classes offered by The Oil and Energy Service Professionals Association. These training programs can only lead managers down the road to success and comfort in their positions, and at the same time provide the tools necessary to "work smarter not harder" as the saying goes. Having been in this position myself many years ago, I close by saying hats off to the present and future service managers and a special congratula- tion to all the many SMs who have received the very special Service Manager of the Year Award given annually by OESP. l F O N Bio: Charlie Bursey began his long career in the oil heating industry in 1963. He has delivered coal, kerosene and oil and serviced heating and cooling equipment. He has also managed service departments, worked for a manufacturer and currently works with F.W. Webb, Warwick, R.I. He is a recipient of the Association of Oil & Energy Service Professionals' prestigious Hugh McKee Award for making an out- standing contribution to the fuel oil industry; having had an understanding and coop- eration with his/her fellowman; and having unselfishly aided the industry in education and related activities. CoNTACT: ChasBursey@aol.com Charles Bursey, Sr. SERVICE Hats Off to the Service Managers! Years ago it was not uncommon for an oil com pany to take 3 cents out of every gallon sold and apply it to the service department to make it show a profit. However, that is certainly not the case in this day and age.