Regional Chiller Operations Manager

Job Title: Regional Chiller Operations Manager
Job Location: Raleigh, NC, Greensboro, NC, or Greenville, NC

Company Overview:
Piedmont Service Group has provided HVAC services to clients in NC, SC, and VA since 1971. We are seeking a proactive, customer-focused, and dynamic leader to serve as the Regional Chiller Operations Manager overseeing chiller service and repair operations across North Carolina, Virginia, and parts of South Carolina. This role combines strategic leadership, operational management, and direct customer engagement to ensure service excellence and business growth.

Job Summary:
The Regional Chiller Operations Manager will support internal and external customers, manage staffing and training initiatives, provide leadership to field teams, and drive revenue growth through customer relationship management. This role includes approximately 25% travel to support remote offices and teams. The ideal candidate is passionate about team development, customer satisfaction, and operational efficiency.

Key Responsibilities

Internal and External Customer Support

• Act as the primary point of contact for internal teams and external chiller customers across NC, VA, and SC.
• Address service needs, deliver timely solutions, and provide updates on repair timelines and maintenance schedules.
• Stay engaged with customers to understand repair needs and provide customized solutions.

Team Leadership and Development

• Lead, coach, and mentor technicians, supervisors, and support staff to achieve operational excellence.
• Conduct regular performance evaluations and support employee growth through professional development opportunities.
• Mentor new hires through ride-alongs, monthly check-ins, and ongoing on-site onboarding to ensure best practices are followed.
• Provide leadership for safe work practices, including ensuring proper PPE use and adherence to company standard safety protocols.

Recruiting and Staffing

• Develop and execute recruiting strategies to attract skilled chiller technicians and support staff to ensure sufficient coverage for routine and emergency service needs.
• Lead the interview and hiring process for new employees.

Training and Performance Management

• Identify, recommend and implement comprehensive training programs for field personnel to enhance technical expertise and service quality.
• Manage and support the professional growth of all chiller technicians and apprentices through a documented performance evaluation process, ensuring clear development goals and performance benchmarks.
• Collaborate with Division Service Managers help recognize and reward high-performing division service technicians who excel in chiller service work.

Operations and Resource Management

• Oversee day-to-day service and repair activities to ensure operational efficiency and minimal system downtime for customers.
• Verify parts inventory, ensure availability of materials for PMs, and manage dispatch operations in collaboration with Service Coordinators.
• Monitor performance metrics such as response times, repair success rates, and customer satisfaction to identify areas for improvement.

Sales and Account Growth

• Engage with chiller customers regularly to understand their needs and provide customized solutions for long-term client relationships and loyalty.
• Follow up on technician recommendations, secure parts pricing, and provide quotes for repair work.
• Drive sales opportunities by offering value-added building and chiller solutions to clients.

Compliance and Safety

• Ensure all service and repair activities adhere to safety standards and company policies.
• Conduct safety training and regular audits to maintain a safe working environment.
• Maintain accurate records of maintenance, repairs, and compliance documentation.

Strategic Planning and Continuous Improvement

• Collaborate with internal stakeholders to anticipate service needs and plan for future growth within the region.
• Identify opportunities for operational improvements and system enhancements to support business goals.
• Develop and implement strategies to increase efficiency and customer satisfaction.

Qualifications Required:

• 5-7 years of experience managing commercial HVAC and chiller service and repair operations.
• Proven experience leading, recruiting, and training service teams in a multi-location environment.
• Strong organizational and leadership skills with a focus on resource and personnel management.
• Excellent communication and interpersonal skills for building relationships with customers and teams.
• Proficiency in service management software and basic computer applications.
• Willingness to travel approximately 25% of the time.

Preferred:

• Experience managing remote teams and multi-location operations.
• Knowledge of dispatching and scheduling technicians to optimize service efficiency.
• Familiarity with chiller systems, cooling towers, and related equipment.
• Experience working within ERP systems such as Key2Act, WennSoft, or Great Plains.

Work Environment:

• Primarily office-based with regular travel to remote offices and field sites across NC, VA, and parts of SC.
• Flexibility to address urgent service needs during evenings or weekends as necessary.

If you're a results-driven leader with a passion for customer service, team development, and operational excellence, we encourage you to join our growing team as the Regional Chiller Operations Manager.