Job Description

As the Service Manager of a growing HVAC company, you will oversee all aspects of our service department, including customer service, technician scheduling, quality control, and resource management. Your primary focus will be to make sure that our customers receive prompt and effective service while fostering a positive and collaborative environment for our technicians.

** Service and CSR Operations**

• Run complete service department.
• Responsible for customer satisfaction and happiness.
• Work with the Director of Operations to develop and execute the company vision within your department(s)
• Build and maintain relationships with vendors and customers.
• Manage Service Techs, Maintenance Techs, and CSR/Dispatch teams.
• Oversee call scheduling, demand, maintenance, recall service, special order parts, and return service.
• Involved with internal resources for all products and technical items for customers, product reps, and builders.
• Serve on technical groups/boards and product development teams with the Director of Operations. Examples: Honeywell, Lennox, AprilAire, DAC, Resideo.
• Attend dealer meetings from Lennox, vendors, or manufacturers to gain insight into the market, trends, new products, new offerings, and industry movement and to establish direction.

** People Management**

• Train all new employees in installing, setting up, and servicing current products and equipment.
• Conduct regular performance reviews and provide coaching and feedback to your technicians and customer service reps to enhance productivity and quality of service.
• Assist with problem resolution within the service and customer service teams.
• Foster a culture of teamwork, professionalism, and customer focus within your departments.
• Developing a recruitment training and development plan for departments.
• Provide input when recruiting new employees for your departments.
• Support your team by removing obstacles and troubleshooting to service your clients faster.

** Pricing & Parts**

• Work with the Director of Operations to oversee all current product offerings and selections.
• Pricing for all services, including special orders and recall services.

Qualifications

• Minimum of 5 years of technical experience within the HVAC industry.
• Proven experience in a leadership role within the HVAC industry.
• Current holder of or have the advanced knowledge to pass the exam for the State HVAC Qualifier Credential is a plus.
• Broad technical knowledge of HVAC systems and equipment.
• Excellent communication and interpersonal skills, with the ability to interact with customers, employees, and internal shareholders.
• Strong working knowledge of current technology and experience working in vendor portals is a plus.
• Demonstrated ability to manage and prioritize multiple tasks in a fast-paced and ever-changing environment.
• Solid understanding of service management principles, including scheduling, dispatching, and resource allocation.
• Customer-centric mindset with a passion for delivering exceptional service, and exceeding customer expectations.

Additional Information

All your information will be kept confidential according to EEO guidelines.

info@panarogroup.com