HVAC Service Manager

1.0 INTRODUCTION

1.1 The purpose of this procedure is to define the authorities, responsibilities, principle duties, reporting relationships, and measures of performance for the HVAC Service Manager for Raven Mechanical.

2.0 FUNCTIONAL ROLE

2.1 The HVAC Service Manager has responsibility for the overall operation of the department by ensuring that all employees meet or exceed established guidelines set for standard performance both for their position as well as their individual project requirements.

2.2 The HVAC Service Manager ensures the continued growth of the Department and Company by daily monitoring of the sales efforts, estimating, job production, supervision, and management of the goals and objectives set forth by the Service Department Manager and Partners. This also includes an ongoing effort to develop and implement improved and more efficient systems within his/her department.

3.0 JOB REQUIREMENTS

3.1 Education Required: High School Diploma or equivalent with courses in business and management Preferred: Bachelors degree in management, or business degree with courses in management.

3.2 Licensing/Registration/Certification: Required to have a valid Texas drivers license; Required to have Journeyman HVAC license that is acceptable in the State of Texas.

3.3 Experience Three to five years experience in line management of a HVAC Mechanical construction service department based company with progressive responsibilities.

3.4 Skill, Knowledge and Abilities Skill and knowledge to identify and prioritize financial, operational and personnel problem areas and the ability to solve problems and execute policies and procedures through a management team. Good motivator, administrator, teacher with excellent analytical and creative skills. Must have ability to read and interpret blue prints, drawings, and conceptual renditions while calculating costs associated with project and effectively communicating such information.

3.5 Physical Ability to drive to locations, physically observe operations, listen and actively participate in communicating effectively with employees, subcontractors, customers and public.

3.6 Mental Basic statistical and analytical business math skills, as well as good reading, writing and spelling ability to communicate clearly and effectively in the English language on all technical and business levels.

3.7 Reasoning Ability Ability to define problems, collect data, establish facts, draw valid conclusions, and find solutions. Ability to apply principles of logical thinking to a wide range of intellectual and practical problems. Ability to deal with a variety of abstract and concrete variables. Ability to manage a variety of activities simultaneously. Able to deal with a variety of problems involving human nature.

3.8 Language Skills Ability to communicate and give instructions in a clear and precise style. Ability to read, analyze, and interpret complex documents. Ability to respond effectively to the most sensitive inquiries or complaints from regulatory agencies, and employees. Ability to compose standard letters with proper format, grammar, punctuation, and spelling, using all part of speech. Ability to represent Raven Mechanical in a professional manner within the community.

3.9 Physical Requirements The physical demands here are representative of those that must be met by the employee to successfully perform the essential functions of his/her job. While performing the duties of this job, the employee is frequently required to hear and talk on the phone, use a computer and visually inspect job sites. The employee is regularly required to sit for prolonged periods of time. He/she may also be required to stand and/or walk for long periods of time while completing other duties and responsibilities. The employee must have a full range of body movements including the use of his/her hands to finger, handle, and feel objects such as computer equipment. The ability to bend the body, to reach for objects, and to crouch when needed are also required. The employee must have command of all five senses: sight, hearing, touch, smell and taste. Specific vision abilities required include close vision, depth perception, and the ability to adjust focus. These vision requirements in each area must be sufficient to shift in focus from computer screens to close forms. The employee must have the ability to occasionally lift up to 50 pounds The physical demands here are representative of those that must be met by the employee to successfully perform the essential functions of his/her job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to hear and talk on the phone, use a computer and visually inspect difficult-to-access part of electrical equipment.

3.10 Working Conditions - Approximately 75% of time is spent in an office environment primarily in a climate controlled office environment. Normal working hours will be Monday thru Friday from 7:00am until 5:00pm, however this is a vital position and there will be times when additional time or alternate scheduled may apply for this position. Workdays often exceed the 8 hour norm due to bid submission requirements, customer document requirements or customer meetings. Frequent visits to various work sites, client offices or bidding locations as necessary to gather data for estimates, sales efforts, or for project meetings.

4.0 REPORTING RELATIONSHIPS

4.1 The HVAC Service Manager reports to the Service Dept Manager.

4.2 The following report to the HVAC Service Manager:

Service Dept Coordinator
Sales Rep / Estimator
Service Dept Superintendent
Skilled Trade Labor / Technicians

5.0 AUTHORITY

The HVAC Service Manager is given the authority to conduct all the routine business and management affairs of the company as it relates to the Service sector. This authority is given by the Service Dept Manager, and includes but is not limited to:

5.1 Approve development of company Standard Operating Procedures. Develop company procedures to adhering to the spirit of the Partners policy guidance. Develop and present any new or modified company policies and procedures to the Service Dept Manager for approval.

5.2 Develop and present any new company service(s) to the Service Dept Manager for approval. Propose, review and modify the products and services sold by the company. Propose, review and modify established sales margins and price schedules.

5.3 Establish or approve the goals, objectives and a budget for the department with the President.

5.4 Recommend pay changes for his/her reporting company personnel.

5.5 Set limits on the activity of employees to enable the company to achieve the established objectives with minimal direct supervision of day to day activities.

5.6 Take reasonable actions necessary to carry out the responsibilities of management, so long as such action is consistent with company policies and sound business judgment.

5.7 The HVAC Service Manager must get the approval of the Service Dept Manager regarding the following actions:

a Create a new position.
b Extend financial obligations inconsistent with company policy.
c Deviate from company policy to achieve profit and sales goals.
d Commit the company to any non budgeted capital expense.
e Bid or accept contracts representing more than 10% of annual revenue.

6.0 DUTIES & TASKS

The principal duties and tasks of the HVAC Service Manager are as follows:

6.1 Meet or exceed all sales, budget and profit objectives as established in cooperation with the Service Dept Manager and Partners.

6.2 Ensure cash flow of the Company remains positive through his/her departments activity including customer invoicing/payments and expenditures.

6.3 Acts on behalf of the company for any outstanding accounts receivables within his/her department and becomes the collection agent for the company for the invoices.

6.4 Cost or expense control of the business and monitoring of such through verbal/written reports, and is shared with the HVAC Service Managers and Partners on a regular basis.

6.5 Forecasting and preparation of annual fiscal budget in consultation with the Service Dept Manager, or Partners.

6.6 Ensure that effective working relationships are established within the organized structure of the department by providing the necessary checks and balances that will identify and correct discrepancies in operations or communications.

6.7 Ensure that the department performs according to established quality control standards.

6.8 Maintain a competent and trained management team and properly staffed employee team.

6.9 Develop and implement policies and procedures for the company in conjunction with the Partners.

6.10 Establish and maintain all necessary external (customer, community, vendor) relationships, consistent with the objectives, operating philosophy and desired image of the company.

6.11 Establish marketing objectives and pricing structures in cooperation with the Service Dept Manager. Perform those activities, either directly or indirectly, relating to marketing and business development in such a way as to increase sales volume necessary to support the businesses and attain established sales goals and objectives.

6.12 Maintain awareness of all business related trends, advances and improvements and determine the economic impact of any fiscal or political activities that could affect the company.

6.13 Set and establish, in cooperation with the Service Dept Manager, the services the company will provide and the corresponding price structure.

6.14 Guarantee that efficient and effective practices are used, including purchasing and construction procedures, and research all profitable methods of updating to new, more sophisticated methods and procedures.

6.15 Review monthly statements and budget variance reports and discuss any action to resolve with the respective HVAC Service Managers.

6.16 Conduct periodic and annual performance evaluations of all reporting full time employees.

6.17 Personally resolve all business and human relations problems or grievances not satisfactorily covered at a lower level.

6.18 Ensure that all employees reporting to this position are active in their positions and that waste and non-productive time is eliminated.

6.19 Continually solve problems as they arise. Function as trouble shooter, resolving all potential problem areas before they can have a negative effect on the company.

6.20 Make sure all reporting personnel have trained back-up to cover absences.

6.21 Specific Project / Construction Job Related Duties:

Assist or cause to be created the estimates and bid packages appropriate for the departments sales goals and attributes.

Assist or cause to happen Turn Over and Close Out meetings among company (not just departmental) staff including Estimator, Project Manager(s), and Foremen from involved departments on the Service Dept Project.

Frequently visits customer(s) and project sites to ensure customer satisfaction with his/her department and company services. Corrects any problems or situations in a prudent manner as they arise.

Assist in managing day-to-day production on job site.
a Develop the daily production schedule. Assign the production employees to the production tasks needed to achieve the schedule. Make sure the production schedule finds the right balance between customer satisfaction, production costs, and safety.

b Closely coordinate production and material control functional activities. Make sure the production employees work efficiently and in harmony with the home office employees and one another.

c Constantly monitor actual progress versus the published production schedule and amend as needed.

Monitor and enforce compliance to the safety standards.
a Make sure all production employees follow the safety guidelines, wear the required safety attire and use the equipment properly.

Implement the regulatory programs in the field operations.
a Make sure the proper testing and waste management procedures are completed on schedule and that all activity complies with regulations.

b Supervise the various disposal functions. Make sure the required documentation is complete and approved.

c Closely monitor waste factors and reduce waste to minimum.

Make sure all completed department services or products meet the quality standards. Keep rework and/or call backs to a minimum.

Assist in supervising the field team when needed. Make sure each employee makes a contribution that is equal to or greater than his/her compensation.
a Communicate performance standards and continuously evaluate performance.

b Train the field personnel and make sure they are knowledgeable about their assigned duties.

c Discipline field employees as needed and forward the appropriate records to appropriate personnel.

Assist field employees with technical questions about job, production and/or service issues.

Assists to ensure tools are kept in good working order, processed for repairs if needed and appropriate level of tools is available on job site while making sure excess levels of tools are not left on job or vehicles unavailable for other job sites.

Make sure the standard maintenance tasks for the machinery and equipment are completed on schedule. Arrange for additional maintenance and/or repairs as needed.

Constantly study and analyze the field activities and search for methods to enhance efficiency, limit risks, lower costs and improve quality.

Work with the Project Manager, or Foreman to develop the project budget, material and tools request and action plans for the field. Monitor actual performance versus the goals and take action to address any variance.

Strive to obtain peak performance from the field personnel and maintain high level of employee morale with associated employees.

7.0 STANDARDS OF PERFORMANCE

7.1 Met or exceeded sales and budget goals as jointly established with the Service Dept Manager and Partners.

7.2 Demonstrated the capacity and ability to establish and maintain the financial stability of the department including a positive cash flow and accounts receivables are well within company guidelines as established by the Service Dept Manager.

7.3 Maintained a positive company relationship and image within the business community.

7.4 Employee training is ongoing and employee evaluations were performed regularly, as established by company policy.

7.5 Quarterly and annual profit objectives are within acceptable level of variance of the annual budget.

7.6 Customer satisfaction and employee morale are high and at acceptable levels as determined by Service Dept Manager for his/her department.

7.7 Ensure that effective working relationships are established within the organized structure of the department by providing the necessary checks and balances that will identify and correct discrepancies in operations or communications.

7.8 Backup personnel have been trained and are ready to assume key positions within the Company, as required.

7.9 Quality of services delivered meets or exceeds the customers expectations and the quality standards set by Raven Mechanical.

7.10 Deadlines and project schedules have been met or exceeded for his/her departments.

7.11 Labor and material expense is contained within the project budget constraints.

7.12 An effective workforce has been assembled, retained, sufficiently trained and motivated to achieve the planned goals.

7.13 Communication has been effective and efficient both to field personnel and project management staff.

7.14 Productivity in the department is consistently monitored and improved and waste reduced.

7.15 Displays a positive attitude and maintains a cooperative working relationship with the departments and all other staff.

7.16 Performs all duties in an independent and expeditious manner with minimal supervision and has made optimal use of time during working hours.

7.17 The Service Dept Manager, President and Board of Directors are pleased with the performance of the HVAC Service Manager and has successfully demonstrated above average results to the company as a whole.