Service Manager

Job Description

Job Description

Purpose :

Service Manager is responsible for carrying out and managing all the service-related functions in a manner aligned to organizational goals and values. The Service Manager ensures Thermogenics provides quality services to our clients and that they are completely satisfied. They provide direction and coaching to our team of Service Technicians assisting them in developing and planning workflow, daily delivery of service and service processes as well as continuous improvement and development.

Primary Responsibilities :

The Service Manager is responsible for managing a team of highly skilled Service Technicians. They are accountable for enhancing the profitability of the Jacksonville Service business as well as the quality of service that is provided to our customers. They conduct thorough research to understand the exact needs of the customers and make sure that the work is properly delegated so that efficient services are being rendered to our customers. A times they also perform work at customer sites either on an as needed basis or for training purposes. They are also responsible to support continuous growth and improvement in the area of service sales and delivery of service contracts.

To accomplish this they :

• Reinforce a safety-first mindset; drive initiatives and foster a culture that delivers field service quality, revenue, and gross margins benefiting our clients and the company.
• Provide oversight on how technicians are dispatched, ensuring that it is done taking into account the requirements of each job and the technician’s skill set. Also ensures overall balance and fairness relating to workload and overtime.
• Provide oversight of how jobs are organized and materials / parts are prepared with the assistance of other members of the Jacksonville Service team
• Working with the Director, Technical Services, develop and deliver in-house training for employees regarding equipment, service procedures, and general company policies and procedures
• Develop and support the preparation of cross-functional (e.g. service work, contracts, parts, pumps) customer pricing proposals that meet or exceed both customer needs and Thermogenics profitability targets
• Design strategies and processes to ensure the day-to-day workload has been executed effectively and that all customers’ needs have been resolved in a timely manner
• Identify, make recommendations, and design policies and processes that will reduce operating costs and improve efficiency, effectiveness, safety, and sales.
• Are actively involved in the recruiting, hiring and training of the new technicians including scheduling technical training and other Company-specific onboarding processes
• At times, work directly alongside the technician team to evaluate performance in field and build direct relationships with our customer base (both existing and new)
• Occasionally will perform service calls and support our 24-hour emergency service
• Other duties as assigned by the General Manager.

Qualifications and Experience :

To be successful in this position, it is desired that you have most (or all) of the following :

Company Overview :

Thermogenics, founded in 1975, is a leading provider of boiler lifecycle solutions in North America. Through its service operations in the United States and Canada, the company provides service & maintenance, equipment sales, and rental solutions for its customers’ mission critical boilers. Thermogenics’ boiler solutions are primarily used within industrial, commercial, and institutional applications serving a variety of end markets including healthcare and hospitals, food and beverage, corrugation, and pharmaceutical.

Thermogenics provides best-in-class parts, and 24 / 7 service support delivered via factory-trained technicians. Equipped with its own fleet, and through its partnerships with industry-leading rental boiler companies, Thermogenics offers rental boilers to serve temporary and emergency needs. With its comprehensive product and service offering, Thermogenics and its affiliated brands function as a one-stop shop for all of its customers’ most complex steam and heating requirements. The company operates from its head office in Aurora, ON, and maintains sales and service operations in Jacksonville, FL, Orlando, FL, Cincinnati, OH, Sioux City, IA, West Hartford, CT, Ottawa, ON, and Aurora ON.

Hiring Accessibility :

We are an equal opportunity employer. Thermogenics welcomes applications from candidates with disabilities; accommodations are available upon request for those who are selected to proceed with the interview process.

We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact using the careers email address above.

We will review applications and respond to as many as we can. We look forward to hearing from you.