Job Description

ABOUT US

Complete Thermal Control (CTC) is seeking an experienced, driven, friendly, reliable, and knowledgeable Customer Service Manager in the Inland Empire. CTC is a licensed contractor that specializes in refrigeration, ice machines, heating, ventilation, and air conditioning, for commercial businesses. We are a one-stop source for controls, energy management (EMS), mechanical and non-mechanical, installation, repairs, and service. We offer comprehensive maintenance solutions tailored to each establishment’s specific needs, including 24-hour emergency service and repairs.

PURPOSE

This position is responsible for managing dispatching, quoting, parts orders, billing, and supervising operations within the Service Department. The ability to take initiative is a must. This position must handle service escalations and assist with strategizing job assignments to the Field and Lead Technicians. Work involves direct communication with Management, Customers, Suppliers, and works closely with the Service Manager and/or Field staff. Experience in the HVAC-R industry is highly desired.

KNOWLEDGE AND SKILL REQUIREMENTS

• Professional verbal and written communication skills.
• Position requires analytical skills and the ability to make decisions quickly and accurately.
• Position requires the ability to strategize and meet departmental goals and objectives.
• Must be able to communicate with all levels of management clearly and effectively and with Management Company Relationships.
• Work requires the ability to pay attention to detail and to work quickly and effectively in a fast-paced environment.
• Computer literate with the ability to learn new software applications and programs.
• Time Management and Organizational Skills.
• Ability to work in a team environment and interact well with others.
• Ability and willingness to work Overtime and/or On-Call after hours, when necessary.

KEY DUTIES

• Responsible for managing Dispatch to maximize profitability and efficiency by dispatching correctly to Field Technicians across Southern California.
• Responsible for ensuring work is completed in a timely manner and that service updates and Service-Level Agreements are being met with Management Companies.
• Responsible for strategizing and implementing departmental goals.
• Responsible for coaching and developing the Service Department.
• Responsible for ensuring that work is quoted and billed correctly and within our Customer’s Service Level Agreement time frames.
• Responsible for ensuring parts are ordered and placed on will-call nearest to the quoted job or are being delivered accordingly.
• Responsible for ensuring that work is billed correctly and within our Customer’s Service-Level Agreement timeframes.
• Responsible for participating and coordinating dispatch on-call schedule.
• Responsible for assisting with the recruiting and interviewing of staff.
• Monitors and maintains part ordering guides.
• Available to technicians for phone support regarding customer, supplier, or paperwork needs.
• Assists with other various administration and operation duties as needed.