The Wills Group

Equipment Customer Experience Manager

Job Locations US-MD-Prince Frederick
Job ID
# of Openings


The Wills Group is an established, privately-held company serving customers across Maryland, D.C., Delaware, and Virginia with the vision, drive, and capacity to serve many more in the near term. Headquartered in La Plata, MD, The Wills Group is the parent company of several retail, convenience, and home comfort business units, including Dash In Food Stores, Splash In Car Washes, SMO Motor Fuels, and SMO Energy. Each one is committed to providing its customers with quality services and a superior experience – every time.


Serving as a center of excellence, The Wills Group has a solid infrastructure built of talented teams to guide and support the successful operation of its business units, including human resources, finance, IT, marketing, and communications.


The Wills Group was founded in 1926, and we are in the process of building the next chapter of our history. From a renewed customer focus to new brand positioning, and from product diversification to expansion into new markets, The Wills Group is evolving who we are and how we operate to pave the way for future success; redefining ourselves for today’s and tomorrow’s customers.


Grounded in rich history since 1926 and strong company values, The Wills Group places its employees at the forefront of all they do, and is equally committed to giving back to the communities where it operates.


You will be an integral part of our family of companies and will play a significant role in taking The Wills Group and its brands to the next level.


SMO Energy is currently looking for an Equipment Customer Experience Manager who will be responsible for the scheduling, permitting, closeout and billing of Equipment Sales for the business. The position also manages Parts and Warranty Ordering, as well as Billing and Reconciliation, to ensure a positive experience and seamless service for our clients and employees. The incumbent is to be knowledgeable of the duties of each subordinate position in order to maximize the effectiveness of each position.


  • Customer Service: Ensure a positive customer service experience during scheduling, permitting and billing of Installation jobs
  • Innovation: Individual, Team and/or Support actions in the following areas:
    • Creativity – Innovative Programs/Program Enhancement to improve efficiencies, enhance the customer experience, reduce errors, and support the company’s broad goals
    • Initiative
    • Entrepreneurship
  • Human Resource Development:
    • Labor Expense Control versus plan/prior year (commissions adjusted by sales volume)
    • Performance Management process to achieve expense control goals
    • Talent – Subjective determination as to depth and enhancement versus prior year
    • Training/Development versus plan
    • Morale/Teamwork as measured by turnover, complaints and/or compliments
  • Physical Asset Management:
    • Inventory Control
    • Parts Inventory Dollar Variance vs. Prior Year
    • Warranty Parts Variance vs. Prior Year
    • Supplies Costs Variance vs. Prior Year
  • Processes & Audit: Works with team leaders regularly to formulate robust audit and training initiatives to support effective rollouts of new processes. 

Required Qualifications

  • Associates Degree
  • Minimum of 3 Years of Supervisory Position
  • Strong Problem Solving Skills
  • Good Interpersonal Skills
  • Attention to Detail
  • Business Process Experience
  • Communications skills; both orally and in writing
  • A results orientation with excellent leadership and team building skills.
  • Customer Service Training
  • Basic Understanding of Accounting
  • Business Process Documentation
  • A proven track record of initiating and implementing improvements

Applied Experience

  • Experience working within HVAC Industry
  • Advanced MS Office Experience
  • Dynamics CRM Experience
  • Ability to understand replenishment inventory
  • Ability to utilize effective inventory, parts and warranty reconciliation
  • Understanding of Basic Accounting Principles


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