The purpose of your role as Service BA Workforce Manager

As a Service BA Workforce Manager, you will be responsible for supporting the regional Building Automation and Mechanical Service business by ensuring that the dispatch team is supporting workflow for all work. As the Service BA Workforce Manager, you will be expected to build and keep a high performing team that desires to prioritize operational efficiency and customer satisfaction. In this role, you will be responsible for mentoring, setting goals, hiring and managing talent and communicating with managers to help keep the business Operations efficient and fast reacting. You will be critical in helping the operations team develop the right processes to make our business continually improve.

This is an in-office position.

Leadership

• Assist to hire, train, monitor, motivate, develop, mentor, provide growth and development opportunities, and evaluate direct reports.
• Serve as lead in regard to process and internal operations related to job cost, payroll, GL and system integrations for Service / Building Automation team.

Field Staff Coordination:

• Manage dispatch to schedule all personnel to satisfy customer problems based on skills, nature of problems, location of problem, and schedule of personnel. Independently determine the best service representative to complete the task. Effectively match specialist and mechanic skill level with problem while maintaining cost-effectiveness.
• Manage and assign necessary parts, tools, and equipment rentals.
• Sufficient knowledge about geographical layout to make independent decisions concerning reassignment for emergency calls and assignment of scheduled work.
• Work with sales Team to ensure staffing for future work.
• Continually work with the leadership team to ensure proper staffing levels.
• Run weekly workforce meeting
• Lead the dispatch team to understand contractual agreements
• Manage process on completed service report and review information that it is accurate and complete.
• Lead the dispatch team to understand applicable union field labor agreements to ensure that all assignments made to service personnel fall within scope and obligation of those agreements.
• Work with Team on staffing emergency calls to meet customer needs

Customer Relations:

• Advise leadership team of customer comments.
• Expedite resolution of complaints to ensure and maintain long-term relationships. Communicate resolution to customer.
• Build rapport and productive working relationships with customers, vendors, and other outside agents.
• Determine and dispatch appropriate service representatives to ensure quick and efficient resolution of problems while building and maintaining customer confidence and satisfaction. Communicate schedule to customer.

Administrative and Billing Support:

• Operate computers programmed with accounting software to record, store, and analyze information.
• Provide support to the Team to meet weekly objectives for reviewing completed service reports and compare figures to the accounting software for accuracy. Follow up with service and construction personnel on any discrepancies. Request labor hours and materials reallocated as needed.
• Provide support as needed to help manage supporting file structure
• Compose documents and other correspondence as needed.

What we're looking for in you

• 5 years of prior HVAC dispatching or related experience
• Proven ability to lead, coach and mentor a team
• Strong customer service experience
• Knowledge of basic accounting principles and practices
• Basic understanding of mechanical systems preferred

Your life at Harris

As one of the country's leading mechanical contractors, Harris offers you the best of both worlds: the stability, resources and opportunities of a national company, and the team culture, creative spirit and customer loyalty of a local business. If you thrive on variety and new challenges, we want to meet you!

From stadiums to manufacturing facilities, power plants to hospitals, concert halls to classrooms, we handle projects of all sizes and complexity from multiple regional locations across the country.

Harris Benefits Compensation

• Medical, dental, vision, and life insurance
• 401K with company match
• Vacation time, sick time, and paid holidays
• Paid Parental leave
• Short-Term Incentive Plan

Visit our Careers Page for additional benefits details: https://www.harriscompany.com/careers/employee-benefits-at-a-glance

Pay Range: $67,852 - $101,779 per year

The actual salary offer will vary by candidate based on a wide range of factors such as specific skills, qualifications, experience, and location.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)