Job Title : Service Manager
Pay Scale : $75,000 - $100,000 DOE
Work Hours : 7 : 30am to 5 : 00 pm, Monday- Friday, some weeknights and weekends
Primary Job Function : To manage the service operations of the company. This includes overseeing the daily dispatching and efficiencies of the service technicians and department. Other duties include customer relations, reviewing all billing and warranty claims, interaction with the other managers in respect to their warranty and installation needs. Responsible for making sure that all service techs are properly trained. The Service Manager is expected to handle all aspects of the service department and to ensure its continued profitability and growth.
Reports to : Owner / General Manager
Required Qualifications :
- Three years related experience and / or training in customer service, management in a service industry or equivalent combination of education and experience
- Knowledge of industry is recommended but not required
- High School Diploma
- Valid driver's license
- Computer skills
- Ability to multi-task
- Organized
- Advanced customer service skills.
Daily, Weekly, Monthly, Yearly Duties :
Responsible for the profitability of the service department.Responsible for making sure that all Service Technicians are properly trained.Personally instruct Service Technicians and determining continuing education for the service department; acquiring necessary licenses and certifications.Leading a professional team of HVAC / R technicians in the installation, repair and maintenance of HVAC / R equipment and controls.Technician hiring, training, performance evaluation, benefit allocation, pay upgrades, and terminations.Supervises the Service Dispatcher(s) and parts person if applicable.Provide accounting with daily billing by 9 : 00am.Efficiently track and analyze job costing and budgeting.Review all service invoices daily, this includes comparing time cards to the invoices and spot checking pricing.Make sure that the Service Technician detailed the invoice in a thorough manner so the customer understands the service rendered and that the problem was taken care of.Order parts as needed, as parts are received pull service order and have dispatcher schedule work.Solicit supplier bids and price negotiations.Approve all daily time cards daily.Review all warranty invoices, making sure that all valid warranty issues are being addressed to the vendor, parts, misc. field materials and labor.Responsible for determining and setting service inventory policies and pricing.Securing work for the service department, revenue generation.Technician profitability reporting.Help Service Technicians out in the field when appropriate.Make sure that all service vehicles are clean, stocked, running properly etc.Monthly vehicle and tool inspections.Plan for seasonal fluctuations in the business by making sure maintenance contracts are offered to all customers and meeting contract sales goals.Preventative Maintenance agreement development, pricing, and presentation.Determine and set pricing / margins for equipment, parts, and material.Maintenance of service inventory stock.Manage used and rental fleet equipment.Coordination and implementation of service marketing calendar.Customer service.Tracking and approval of Service Technician commissions.Quote large repair jobs and obtain approval from customers.Quote retrofit jobs "on demand".Commercial (including national accounts and local government) contract estimating and bidding.Set staffing (internal / external) training schedule.Performance reviews and increases.Refrigerant tracking.Assist with collections.Develop and maintain safety training programMonitor service invoice log.Approve on call schedule.Meet with owners / managers to discuss strategies, develop business plans, set goals, and review financial data.Technical analysis for customer questions / phones calls.Other duties as assigned.Performance Indicators :
Certain key business indicators that will measure the effectiveness of the Service Manager. These include the following :
Degree to which unproductive labor or lost time is minimized.Degree to which technicians improve in ability and in efficiency.Timely resolve of customer disputes.Increase in maintenance agreements.Number of warranty calls resulting in non-billable time.Profitability of the service department.Degree to which seasonal fluctuations in revenue are limited.Growth of the service department.Timeliness of billing to accounting.Quality of technicians' paperwork.
Salary : $75,000 - $100,000
