Service Manager

Company Overview:

Service Logic is the nation’s largest independent HVAC service company with over $2 billion in annual sales and over 4,100 employees. The strategy of Service Logic is to identify and acquire quality local HVAC service companies and accelerate the organic growth of recent acquisitions as well as the base businesses by focusing on increasing the maintenance contract base. Service Logic is a Leonard Green Company, Leonard Green is one of the world’s premier private equity groups.

Tolin Mechanical Systems Company (Tolin) was the first HVAC company acquired by Service Logic in 2004. Tolin was originally established in 1948 in Denver, Colorado and including Denver also has 3 other offices in Colorado [Fort Collins, Colorado Springs, Silverthorne], 2 offices in Arizona [Phoenix, Tucson] and an office in the Mid-Atlantic region. Tolin’s annual sales exceed $120 million and Tolin has approximately 450 employees.

Tolin is proud of the customer-centric team we have built over the years, made up of the most talented engineers, HVAC technicians, sales professionals, operations personnel and our highly qualified financial and administrative team. We provide centralized corporate services to all locations from our corporate headquarters in Denver, CO.

General Description:

Tolin Mechanical, an established, well recognized and respected HVAC service contractor, is looking for an experienced Service Manager to join our Denver Branch. We are seeking a candidate who meets the qualifications listed below.

Position Overview:
The HVAC Service Manager oversees all aspects of the service department, ensuring operational efficiency, customer satisfaction, and team development. This role involves managing payroll, agreements, labor loads, profitability, service coordination, and technician performance while maintaining compliance with safety standards and company policies.

Key Responsibilities:

Customer Account Management & Satisfaction:

• Maintain strong customer relationships to ensure satisfaction and retention.
• Address and resolve customer concerns promptly.
• Monitor customer feedback and implement improvements to enhance service quality.
• Collaborate with Customer Service Representatives to manage client expectations and service delivery.
• Ensure agreements and contracts align with customer needs and company capabilities.
• Provide proactive communication regarding service schedules, renewals, and escalations.

Payroll & Financial Management:

• Process payroll using Mobile Tech Payroll Editor and Time Track Summary tools.
• Track service profitability and performance using Great Plains, Power BI, SSRS Reports, and CBCR (Contract Budget Comparison Reports).
• Oversee expense tracking and reconciliation.

Service Operations & Coordination:

• Manage Quick Quotes from inception to implementation.
• Oversee the Renewal and Escalations process.
• Utilize Agreement Central for all agreement-related tasks.
• Manage new agreement setup, start-up processes, and the agreement booking portal, including CSP, C1, C2, and Custom-type agreements.
• Rebalance labor loads as needed.
• Oversee Service Problem Reports (SPR) resolution.
• Ensure smooth navigation and functionality in Great Plains, including:
  • Service Manager Tab
  • Location Tabs
  • Contract Tabs
  • Service Calls & History
  • Appointments
  • MC/MCC Contracts
  • Job Status & History
  • Dispatch & Technician Boards
  • PO Inquiry
• Monitor PM status through Power BI and SSRS reports.
• Ensure proper integration of XOI with Mobile Tech.
• Manage customer notes for essential information (e.g., lockbox codes).
• Process cancellations through the Cancellation Portal.
• Utilize lead technicians effectively to monitor workloads, PM statuses, backlog, and technician development.

Team Leadership & Development:

• Conduct regular technician meetings with structured agendas and goals.
• Oversee hiring, termination, disciplinary actions, and performance improvement plans.
• Collaborate with Customer Service Representatives and Service Coordinators to keep work on track.
• Provide guidance on field safety verifications and monthly safety requirements.
• Ensure completion of Job Hazard Analysis (JHA) forms.

Inventory & Equipment Management:

• Oversee shop supplies, tools, uniforms, and parts area lockers.
• Manage the inventory process effectively.
• Ensure proper use and organization of Old Budget Utility data.

Additional Tools & Systems:

• Proficiency with Tolin Apps.
• Navigate and utilize the JRM Tool for projects.

This position requires a strong leader capable of balancing operational efficiency, financial oversight, and team development to deliver the highest level of service and customer satisfaction in the HVAC industry.

Compensation & Benefits:

Average Starting Salary: $95K to $115K Incentive Plan (paid out as a percentage of maintenance agreement profitability).

• Medical, Dental and Vision Plan
• Life insurance
• Long Term disability
• Flexible Spending Accounts
• 401K Plan
• Profit Sharing based on company performance
• Tuition Reimbursement
• Car allowance
• Company cell phone
• Gas card
• Paid Holidays
• PTO
• Professional training and development

This job will close on March 19, 2025