Service Manager

Accountabilities: People

• Hire, fire, recognize and reward based on core values and technical job performance
• Conduct regular performance reviews for all direct reports
• Regularly review individual team member KPIs to ensure productivity and profitability goals are being met
• Maintain appropriate field staff levels through timely recruiting, hiring and talent development.
• Ensure skill development and career plans are in place for team leaders and service technicians
• Work with HR to ensure all service technician work and continuing education hours are properly tracked/reported for industry specific licenses
• Ensure weekly technical training is performed at each office
• Review invoices
• Responsible for your branch's performance
• Review estimates
• Monitor customer equipment remotely
• Build relationships with customers and team members
• Technical ability with a strong background in commercial/industrial refrigeration specifically: racks/markets, restaurant /c store and HVAC equipment.

Customer Service

• Ensure excellent customer service is being demonstrated by all employees in the service department
• Perform site visits to ensure Entek quality and customer servcie standards are being maintain
• Resolve customer complaints as they escalate beyond the capability of the field service techs, dispatchers and team leaders with a goal of a win/win outcome
• Provide after-hours support for service-related issues

Department Performance

• Understand and manage all department variables that impact department and company financials
• Track/report productivity, efficiency, and profitability measures of the service department
• Regularly review department KPIs to ensure productivity and profitability goals are being met
• Work with the dispatchers to ensure efficient scheduling is maintained resulting in a high level of productivity
• Document service department processes and procedures
• Champion the implementation/utilization of field service software and any other supporting software/applications
• Work with dispatch to ensure all planned maintenances are being performed as promised to our customers and executed during the best time for Entek based on seasonality and manpower availability

Sales Support

• Work with the PM sales team to ensure new agreements are priced with accurate manpower needed to do the job correctly, profitably and timely
• Work with the PM sales team to review existing agreement profitability

Characteristics

• Demonstrates safe work practices
• Demonstrates our core values
• Ability to meet people where they are at, not expect them to mold to your style
• Genuinely cares for others
• The first to take on the most menial job task
• Holds self accountable for compliance with work practices/procedures
• Go the extra mile for the customer/team/company
• Sacrifices own good for others
• Always looks out for the best for the company
• Always looking out for the best for the customer
• Looks for innovative ways improve company profitability
• Does not speak poorly of coworkers
• Communicates well with others
• Always available for your team (Phone/in person)
• Approachable
• Calm under pressure
• High degree of curiosity/desire to learn
• Problem identifier & solution oriented
• Strong influence skills

Job Type: Full-time

Pay: $85,000.00 - $115,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Work Days:

• Monday to Friday
• Weekends as needed

Ability to Commute:

• Boise, ID 83703 (Required)

Ability to Relocate:

• Boise, ID 83703: Relocate before starting work (Required)

Work Location: In person

Salary : $85,000 - $115,000