Service Manager

Job Summary

The Service Manager reports to the Executive Director and holds responsibility for the management, administration, growth, and profitability of the service department. The Service Manager should build and maintain a service team that prioritizes quality, company culture, safety, company image, and customer satisfaction. The goal is to work at a higher level to delegate lower-priority tasks and manage the Service Department to make it more efficient and productive.

Primary Responsibilities

• Oversee Service Department activities (i.e. scheduling jobs, warehouse activities, Service Coordinator, Contract Administrator, etc.)
• Effectively communicate job expectations to team membersin a timely and clear manor
• Delegate tasks and responsibilities to appropriate personnel
• Provide technical support and guidance on jobs when required (chilleroverhauls, large compressor replacements, etc.)
• Assist in managing small jobs by ordering, gathering, and organizing materialswhere required
• Proactively manage and assist in changes in Service Jobs’scope
• Identify potential crises that may arise and devise contingency plans if they do
• On every callback, Service Manager responds with the technician(s)
• Follow up on the progress of Service Jobs and visitjob sites to verify the progress
• Identify and resolve issuesand conflicts within the team, if any should arise
• Coach, mentor,motivate, and supervise Team Members
• Influence Team Members to take positiveaction and accountability for their assigned tasks.
• Work with vendors to schedule and coordinate deliveries of equipment to the job site. (Our vendors are our partners!)
• Assist in providing budget estimates to Customers on small ServiceJobs while the technician is on-site - Customer may just need a “budget of cost”
• Customer and job site visits:
• Verify Customersatisfaction
• Verify work is up to Companystandard
• Verify all inspections are being performed per the agreement
• Look for additional work that the Customer may require
• Be presentand available to all our Customers
• Devise a plan/schedule to visit Customerson a rotating basis
• Verify any Safety issues or concernswith Team Members or Customer
• Setup a training schedulefor Service Technicians
• Recommend possibleraise or additional compensation for Team Members
• Safety:
• Set up a safety program to protectTeam Members and the Company against harm
• Maintain and improve safe work conditions
• Conduct monthlysafety training meetingsfor Service Technicians (when visiting the job site/one-on-one)
• Suggest work safety standards and enforce safetyprocedures
• Assist in conducting investigations of any accidents and suggest preventative solutions
• Perform safety inspections on job sitesand service vehicles
• Review SWOs with the Service Coordinator for accuracyand identify potentialwork
• Assist in tracking and managingtruck tools and warehouse inventory
• Evaluate system and procedures to identify areas for improvement
• Assist in recruiting, interviewing, and training new service technicians
• Assist the Service Coordinator/Contract Administrator in scheduling and maintaining the PM Schedule
• Follow up on any warrantywork and maintaincontact with Customerto insure satisfaction
• Responsible for enforcing any Company policies/procedures

Benefits

• 401K with Company match (per Company Policy)
• Medical Insurance (per Company Policy)
• Vacation (per Company Policy)
• Holidays (per Company Policy)
• Company Vehicle