HVAC Service Manager

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

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 the 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 technicians
• Facilitate technician turn-in process while also ensuring proper detailing of tickets
• Partner with the 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 the 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 Huddles 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

Qualifications:

• 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 an 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

Working Conditions:

• 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

Education/ Experience:

• High School Diploma or equivalent required, associates and college degrees preferred.
• 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 PowerPoint applications required

Compensation:

• Based on experience

Benefits:

• Competitive Dental, Vision, and Healthcare Plans
• 401(k) matching
• Short-Term and Long-Term Disability
• Life Insurance
• PTO
• Paid Holidays
• Employee Assistance Program (EAP)

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

EOE