TITLE: Service Manager DEPARTMENT: Service
REPORTS TO: Service Team Manager SUBORDINATES: Service Technicians, Service Electricians, Service Controls Technicians
LOCATION: Cleveland, OH FLSA STATUS: Exempt
APPROVED/REVISED DATE: May 2023
Our Client is a facility solutions company. Our goal is to make buildings more energy-efficient through HVAC design, electrical upgrades, building automation systems design and installation, maintenance, and repair. We are a solution-based business with a proven track record of saving our clients' money through reduced energy usage while improving their overall carbon footprint. Our team is second to none. Their creativity and dedication to providing solutions for our clients is their #1 priority. Their team-oriented approach to projects is what sets BG apart from the rest of the industry. Our company is built upon the talent and experience of our associates, and we are looking for an experienced Service Manager to join our growing team.
JOB SUMMARY:
This individual will be responsible for redeeming service gross profit objectives, managing operations organization, and maintaining customer base. This person will work with the customer and maintain their HVAC and electrical systems as contractually obligated. In addition, this person will work with a crew and subs to manage a book of business as well as manage work profitably and maintain required paperwork including weekly reporting. This position will include designing, estimating, and proposing new service projects and upgrading of existing agreements.
DUTIES/RESPONSIBILITIES:
•Redeem planned gross profit through management of subordinate organization.
•Delegate and organize work of others by job description and procedures; help subordinates to agree on objectives.
•Effectively audit and document performance of subordinates and follow-up.
•Provide job site visits to inspect equipment and equipment rooms to ensure quality performance.
•Instruct, direct, and monitor subordinates in providing materials, directions, tools and logistical support to field to maximize output/man hour.
•Motivate subordinates and maintain high employee morale.
•Instruct and direct subordinates to properly staff jobs to control labor costs.
•Instruct and direct subordinates to promptly address customer complaints to ensure resolution and maintain long-term relationships.
•Perform customer C.A.R.E.(S) to ensure long term relationships.
•Instruct and direct subordinates to promptly address customer needs to ensure resolution and maintain long-term relationships.
•Support sales force on calls as required.
•Manage, instruct, direct, and monitor subordinates to ensure cost-effective and efficient use of equipment, tools and materials while ensuring efficient field operations.
•Redeem or better plan expenses relative to the annual plan.
•Motivate and train subordinates. Develop and implement programs to improve skills of individuals and subordinates as a group.
•Ensure technical capabilities for field force is consistent with current contractual commitments and market strategy.
•Conduct regular status reporting/review meetings with subordinates and supervisors.
•Compile information gathered, combined with personal observations, and make recommendations to the Operations Manager on all matters affecting service operations.
•Forecast workforce, manpower, organizational changes, vehicle requirements and actual gross profit levels.
•Be responsible for effectively selling price escalations to existing agreements at renewal time.
•Promptly respond to notices of cancellation and attempt to salvage the customer. Renew at
•least 92% of your existing contract base each year.
•Work with operations manager to establish guidelines to determine crew size and monitor same. Recommend additions and deletions based on annual operating plan, performance against plan, and need.
•Other Duties
o Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
SALES RESPONSIBILITIES:
•Redeem project sales plan of a minimum of $450,000.
•Promote new business and upgrading of existing agreements by instructing and directing subordinates to generate and report leads and sales opportunities.
•Provide sales personnel with qualified leads, alert sales personnel about competitive sales efforts.
•Provide 6 leads to construction during the year.
•Encourage field technicians to propose and close at least one opportunity each month.
SUPERVISOR RESPONSIBILITIES:
•Interview, assist in hiring, review and discipline subordinates as required.
QUALIFICATIONS:
•At least 5 years of experience as a Service Technician, Service Manager, Project Sales Rep or Operations Manager.
•5 years of experience managing commercial accounts.
•5 years of experience in commercial, educational, governmental, or industrial facility.
KNOWLEDGE, SKILLS & ABILITIES:
•Excellent/Good communication skills (oral and written).
•Ability to maintain positive working relationships.
•Strong organization skills.
•Professionalism, tact, and negotiation skills.
•Ability to maintain satisfactory attendance.
WORKING CONDITIONS:
This job operates in a professional office environment. This role routinely uses standard office equipment such as a computer, phone, photocopier, filing cabinets and fax machines.
•Must be able to drive to and from business appointments and job sites.
•Must be able to climb ladders to access equipment.
•Must be willing and able to open mechanical equipment and visually inspect operation, subject to proper training and safety requirements.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
•While performing the duties of this job, the employee is occasionally required to stand; walk; sit; handle, or feel objects, tools, or controls; climb stairs and ladders; talk or hear. The employee must occasionally lift or move office products and supplies up to 20 pounds.
Our Client offers competitive pay, outstanding benefits package including 401(k) with company match, health/dental/vision, life insurance, LTD, flexible spending, paid time off, yearly performance bonus, on- site gym, and a great place to work!
Our Client is proud to be an EOE and Drug-Free Workplace.