HVAC Service Manager

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JOB SUMMARY/OBJECTIVE:*
The Service Manager manages a team of Service Technicians in performing residential HVAC duties while delivering outstanding quality of work, great customer service experience, and expected company productivity & performance results.

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ESSENTIAL JOB FUNCTIONS:*
Manage Service Technicians utilizing key metrics to drive the team to achieve company targets

Provide field coaching, practice and customer service training to Service Technicians following Service Today’s Service System process

Provide or schedule customized technical training to Service Technicians based on technical training proficiency and needs of each individual technician on the team

Recruit, retain, and train professional Service Technicians through traditional recruiting, referral and networking efforts

Hold team accountable for their productivity performance (i.e. revenue, sold hours, conversion rate, customer satisfaction, etc…)

Work closely with dispatchers in offering guidance in matching service calls to the right Service Technician based on technical proficiencies and key productivity metrics

Monitor performance of field technicians daily in an effort to achieve daily, weekly, and monthly performance goals

Manage team schedule to ensure appropriate coverage to meet ongoing customer demand

Create and lead productive high energy Service Tech meetings to cover relevant customer & training topics and develop technician teams appropriately

Manage the payroll process for the team
Provide digital tablet support and assistance when needed on Service Titan platform to field techncians

Facilitate technician turn-in process while also ensuring proper detailing of tickets

Partner with operations team to ensure quarterly truck inventories are scheduled and administered while ensuring technicians are proficient in both warehouse and supply house inventory procedures

Work with accounting team to address any accounts receivable issues

Manage any customer issues to full and timely resolution

Work closely with the Branch Manager to implement business strategies

Conduct site visits and one on one time with technicians in the field on a bi-weekly basis for quality assurance, training purposes, and to ensure technician engagement

Attend Daily Huddle to:

• Determine actions needed to achieve daily/weekly/monthly goal
• Communicate areas of opportunity or strength to facilitate team and branch growth
• Report on daily performance of the team on key metrics
• Present tracking data on field training and key initiatives

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QUALIFICATIONS/ABILITIES:*
Provide leadership, mentorship and coaching to a team of Service Technicians
Ability to mobilize a team of professional Service Technicians to drive team and branch results Ability to provide great customer service
Ability to build trust and demonstrate empathy
Ability to work cross-functionally in a professional and courteous manner
Ability to solve problems and develop appropriate action plan
Ability to manage internal resources effectively and efficiently
Ability to hold a team accountable for results
Ability to train a technical workforce
Excellent business acumen
Excellent interpersonal and communication skills
Excellent organizational and follow-through skills
Good understanding of inventory management and logistics
Ability to work extended hours, weekends and holidays

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WORKING CONDITIONS/PHYSICAL DEMANDS:*
Ability to lift and transport up to 50 lbs.
Ability to travel in the field or to other branches.
Work is performed both in a professional office environment and in the field

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EXPERIENCE/EDUCATION:*
Minimum of 3 years of proven management and/or sales experience in the service industry
Proven record in; Team Development; Sales/Operations; Customer Service
Intermediate proficiency in Microsoft Word, Excel and Power Point applications required
Benefits Include:

• Health, Dental, Vision Insurance
• Short Term and Long Term Disability
• Term Life
• 401k

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Disclaimer: The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job._

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Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job._

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EOE_

Job Type: Full-time

Pay: $95,000.00 - $125,000.00 per year

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• On call
• Weekend availability

Work Location: In person

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