Residential Service Manager

Description

The Residential Service Manager is responsible for a portion of the service-related field and administrative functions within the Residential Market Segment.

The Service Manager is the team leader for the technicians, the field supervisor, the tech advisor, and the region's administrative person or person(s).

They must build positive morale within the team; ensure department procedures are followed to ensure smooth and productive processes and resolve customer concerns and issues as quickly as possible. A wide degree of creativity and latitude is expected in accomplishing responsibilities.

The Residential Service Manager is responsible for the financial contribution of their accounts and team, including reaching department targets for profitability and positive cash flow, managing receivables, and authorizing any invoicing adjustments within the team.

Job Responsibilities Residential Service Manager

In addition to the above, the Service Manager oversees daily activities and provides training and support to their team by;

Leadership and Team Management

• Providing daily leadership to technicians to exceed customer expectations. This should be accomplished by consistent communication with the department head on "coaching and teaching" opportunities for all field employees.
• Drive to locations where team's and clients are located to troubleshoot, offer support, and ensure a great client and employee experience.
• Leading and directing the work of others to continue to achieve Service Standards.
• Train and lead the Field Supervisor to run their crews efficiently. Examples of these tasks could include:

- Set up and order materials themselves from the site.

- Keep track of their clients and what maintenance visits or follow-ups need to be done and schedule their weeks.

- Giving clients quotes in the field

- Speak with building "decision-makers" to get approval for work

• This position must "Cover down" all the above responsibilities until a high degree of confidence is built in their ability to do so without interjection.
• Train and Lead the Field Supervisor to run their crews efficiently.
• Rely on extensive experience and judgment to help technicians plan and accomplish goals.
• Consistent communication with the department head on coaching and teaching opportunities for all field employees.
• Recruit and retain new talent for the team.
• Contributing to the development of customer support strategies and plans.
• Work with all Company Production Teams to share field labor when necessary.

Operations and Efficiency

• Ensure all maintenance visits are completed on time and on or under budget.
• Identifying system and workflow improvements to enhance the team's efficiency.
• Review all region invoices for accuracy in margins and identify technician training opportunities.
• Review all estimates before sending to clients, focusing on pricing and customer experience. Use these estimates to help further develop the Pricebook offerings
• Contribute to a Monthly Service Leadership meeting to report on Regions KPI’s.

Customer Relationship Management

• Work with Customer Service, Dispatchers, and other department managers to improve technician interaction with clients.
• Resolution of customer questions, complaints, and issues.
• Stays in touch with client needs and ongoing relationships with major accounts.
• Review all MA cancellations and attempt to “save” the customer.
• Contributing to the development of customer support strategies and plans.

Financial Oversight and Strategy

• Identify and estimate replacement sales for equipment on accounts under your responsibility.
• Maintenance performance: responsible for yearly pricing review, performance, and profitability of service maintenance agreements.
• Manages accounts receivable within the Group and overall responsibility for the profitability and performance of the team.

Requirements

Required Skills & Experience Residential Service Manager

• Bachelor's degree or equivalent experience
• HVAC experience of the same kind (preferred)
• Customer service experience
• Service Titan experience (preferred)
• Highly organized and goal-driven
• Strong computer skills (MS Office, Outlook, Word, and Excel)
• Strong interpersonal and conflict resolution skills, patience, and tact
• A positive demeanor, leadership ability, and general business acumen

Eligibility Requirements Residetial Service Manager

• This position requires a valid driver’s license.
• Employment/education will be verified.
• Applicants must be currently authorized to work in the United States on a full-time basis.
• Encon is a drug free workplace and requires post-offer pre-employment drug testing.

Encon Heating & AC complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, or sex. Encon Heating & AC does not exclude people or treat them differently because of race, color, national origin, age, disability, or sex.

CT LIC # HTG-0386317-S1

Putnam NY LIC# 31097

Westchester NY LIC # WC-33774-H21

MEC # 1093

AA/EOE