Job Summary:

As Service Manager, you will lead a team of technicians and ensure that we're delivering an impeccable service experience to each and every Climate Pros customer. You will involve yourself in the growth and development of each team member to prepare them to meet the needs of our customers and beyond. Our customers are changing the world, and it is your responsibility to exceed their expectations of what a service experience should be. We expect you to go above and beyond for our customers. As a leader, we expect you to lead by example. You will put your team's success before your own, and actively involve yourself in your team members' growth and development. Your team will look to you to set the standard for open communication, active problem solving, and a positive work environment.

Duties and Responsibilities:

• Service Management:
  • Provide exceptional support to both internal and external customers.
  • Actively monitor customer service trends and make necessary improvements
  • Assist the team in developing standards and processes to continuously elevate the overall service experience
  • Monitor customer response times and make adjustments to ensure we meet contractual service level agreements (SLA's)
  • Provide support for questions and issues from all employees and end users
  • Work closely with the Sales team on service-related escalations and aging calls
• Leadership:
  • Build a team of top talent and mentor the next generation of industry leaders. Be a coach, lead change, and inspire your team every day
  • Manage overall performance of assigned Service Technicians and corresponding territories
  • Provide regular coaching and feedback and have a deep knowledge of your team and each member's strengths, weaknesses and opportunities
  • Conduct timely and constructive performance reviews for each direct report, approve timecards, handle PTO requests, on-call scheduling, and other logistical matters associated with managing staff
• Financials:
  • Understand our business, know the numbers and lead the center's daily operations to achieve specific goals in productivity, quality, output, cost as well as revenue and margin
  • Meet or exceed budgeted goals for parts and labor costs and technician productivity
  • Drive productivity and help the team meet efficiency goals, using Climate Pros tools for success including service reporting
• Operational Improvement:
  • Drive continuous improvements to facilitate exceptional team output and customer service
  • Learn and master our proprietary tracking software including the invoicing process, dispatching process and operations support functions
  • Learn, understand, and own every aspect of your center's performance
  • Champion safety, efficiency, quality, and overall excellence in all of your actions and decisions.

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.

Desired Skills, Certifications, and Education:

• Strong customer service skills, proper phone etiquette with a customer centric focus
• Excellent verbal and written communication skills for both internal and external customers
• Strong team and interpersonal relationship building skills
• Intermediate knowledge of MS Office (Excel, Outlook, Word)
• Minimum of 5 years journeyman service or industry related experience
• Ability to remain calm under pressure and multitask
• Ability to Forecast business operation needs
• Journeyman level or equivalent professional experience.
• Prior leadership experience in the commercial refrigeration industry is a plus.
• Experience leading teams and managing a diverse group of roles and responsibilities.
• Be an honest team player, growth-oriented, ability to do whatever it takes; safely!

Physical Requirements and Working Conditions:

Regularly required to sit; occasionally required to stand; walk; occasionally lift and/or move up to 51 pounds; noise level is usually quiet.