Service Manager

Provides leadership and guidance to assigned team of technicians and ensures the team is operation within the company guidelines while conforming to state and local codes. Manages, coaches and develops direct reports to achieve performance goals and company objectives. Continually strives to find ways to increase revenue through relationship building and seeking open opportunities through new and current customer needs. Always operates in ethical manner and addresses employees and customers inn a ethical manner.

Essential Duties:

Handle Customer inquiries and complaints

Provide information about the products and services

Troubleshoot and resolve product issues and concerns

Document and update customer records based on interactions

Develop and maintain a knowledge base of the evolving products and services

Manages and provides guidance to service technicians and supervisors and participates in manager on -call/stand-by rotation a s dictated by policies and procedures. Ensures the team is operation within the guidelines of the company and in ethical ways,while conforming to state and local codes.

Coordinates all HR related issues and participates in all hiring activities,including directly recommending candidates for hire.

Conducts timely, complete and meaningful performance management conversations that help grow employee careers.

Manages disciplinary measures when necessary, and conveys all critical issues to the owner.

Demonstrates a proficient understanding of service reporting metrics to lead and manage the business results of the team.

Maintains strong customer relationships and ensures service technician performance meets customer requirements through direct management and communication.

Help generate sales proposals and identifies, maximizes and communicates all prefabrication opportunities.

Provided technical assistance, invoice dispute resolution and accounts receivable feedback.

Manages revenue goals as set in annual strategic planning.

Monitors technician labor hours for efficiency and safety, and ensures work orders and time sheets are accurate.

Reviews the technician reports each month and provides feedback to service technicians. Feedback includes highlighting areas where productivity needs to be improved and recognizing individuals for outstanding performance.

Conducts monthly safety meetings with service technicians to help identify and develop policies and procedures for continuous aggressive improvement.

Performs safety observations and ensures safety rules, polices, awareness and practices and followed, and corrective measures are implemented.

Ensures that in the event of injury or incident all reporting and incident investigations in the specific business segment team are performed in accordance with the guidelines of company policy.

Qualifications:

Must possess required registrations, professional licenses and/or certifications as required by the position.

At least 15 years experience in the HVAC Field with at least 3 years managing residential HVAC service.

Excellent knowledge of HVAC installation and theory.

Advanced knowledge of MEP systems, service processes, techniques and code requirements.

Must be proficient in reading complex schematics and/or blue prints.

Strong client-facing and communication skills.

Excellent presentation and leadership skills.