Phalanx Engineering - Commercial Service/Operations Manager - HVAC

THE COMPANY

Phalanx Engineering is an employee-focused, family-first company, with an obsession for customer service. We’ve been around for 40 years and know a few things about heating and cooling. We’re a veteran-owned company - the kind of company who won’t stop until the heat is back on. Whether you’re a customer or an employee, you’re part of the Phalanx family. We’re a 35 person shop with five service techs, intent on building and strengthening our service department. Our primary goal at Phalanx is customer service; we don’t advertise, and we don’t put our phone number on the sides of trucks. We provide consistent customer care, exceptional service, and trust our work speaks for itself. It’s a great place to work: good people, reasonable scheduling, and a couple of the best office dogs you’ll ever meet. 

THE ROLE

We’re looking for a utility player - someone who possesses team management experience in HVAC or similar trades, with the parts and process skill set necessary to be effective in this role. You excel at many different roles with the follow-through tenacity to provide your customers a birth-to-grave kind of service experience. You organize people, schedules, deadlines, and have the technical proficiency to order parts, track jobs, maintain accounts, and coordinate answers to the continual flow of service requests. You’re empathetic but strong, friendly but tough, always able to find a solution and make solid decisions. You’re warm, funny, smart, and what you don’t know, you ask. Your intellectual curiosity speaks to your drive, professionalism, and ability to solve problems.

Are you still wondering if you should apply? If you have experience handling a Commercial or Residential HVAC Department or small business which included billing, invoicing, scheduling and parts ordering or have experience in an HVAC supply house, we absolutely want to hear from you! 

EXPECTATIONS TO SUCCEED AT PHALANX

• Oversee and support a team of technicians in the scheduling and completion of their daily service calls. This includes coordinating, guiding, and offering assistance to HVAC/R technicians with the primary objective of ensuring the successful fulfillment of service requirements and meeting the expectations of our customers.

• Timely service billing, with a focus on profitability, fairness and accuracy

• Evaluate the work of technicians to guarantee that quality aligns with Phalanx standards (i.e. verifying billable hours, reviewing work orders, confirming documentation of before and after photos and call summary, customer bill preparation and presentation) 

• Maintain relationships with material vendors for parts ordering, warranty issues and questions, and other issues as they apply to equipment installed and maintained by Phalanx, convey status, and requirements of jobs or projects to our customers.

• Field, dispatch, schedule and follow through on customer calls to completion, while considering job priority and technician availability and expertise.

• Scheduling preventative and quarterly maintenance, repair jobs and callbacks that are on hold and require follow-up while awaiting vendor parts.

• Work with our team of technicians to oversee HVAC/R service vehicles to ensure they are in suitable condition for technicians to work efficiently. 
  

WHAT YOU’LL BRING TO PHALANX

• At least one year experience in HVAC/R management or an equivalent combination of relevant HVAC/R experience, knowledge and/or education

• At least three years of experience handling customers

• At least one year of service invoicing/billing preferred

• Associate or Bachelor’s Degree preferred

• Post-high school education from a trade school, college, or military service a plus

• Ability to wear “lots of hats” and transition seamlessly between various responsibilities and tasks, while showing empathy and sensitivity to customer needs, particularly in urgent situations

• Intellectual curiosity and the instinct to ask the right questions that lead to a greater understanding of the work being done

• Comfortable working in cloud applications and past experience in working with invoicing and billing software and customer database

WHAT WE ARE OFFERING TO YOU

• Annual compensation: $85,000-$110,000 Based on experience

• Accrued PTO

• Paid Holidays

• Retirement Plan

• Company paid Medical, Dental and Vision Insurance

• Company Paid Life insurance, Short Term and Long Term Disability Insurance

Search Terms: Construction Billing, Servicing Billing, Customer Service, Field

Service Manager, Field Service Management, Customer Service Manager, Service

Coordinator, HVAC Service Manager, HVAC Manager, HVAC Service Supervisor, HVAC,

Operations Manager, Heating Ventilation and Air Conditioning, Supply House, Billing

Specialist

Salary : $85,000 - $110,000