TITLE: Service Manager
REPORTS TO: Service Director
JOB DUTIES / GENERAL REQUIREMENTS:
The Service Manager is responsible for leading and managing a team of HVAC Service staff to deliver exceptional quality and customer service to our clients. The Service Manager will work closely with the Service Director to understand the goals and direction of the company and lead the team to generate profits. The Service Manager will oversee and facilitate the job requirements and responsibilities of his Service Team. The Service Manager will also: 
Work creatively and analytically in a problem-solving environment demonstrating teamwork, innovation and excellence. Develop workable solutions to ensure issues never become problems.
Provide on-site leadership for the Service team by building and motivating team members to meet Service goals, adhering to their responsibilities and project milestones. Create and promote open communication of project team as well as owner/client.
Coach, mentor, motivate and supervise the leadership team.
Develop and manage all aspects of project and program engagement from planning, external vendor relationships, communications, resources, budget, change, risks and issues.
Maintain strict adherence to safety standards at all times.
Ensure that Service projects run according to scope, schedule, budget and quality standards; ensure quality of work meets and/or exceeds industry standards.
Ensure that job processes are followed in accordance to company policies.
Ensure company contractual standards are being met prior to performing work.
Set and continually manage project and program expectations while delegating and managing team members and stakeholders.
Provide status reporting regarding project milestones, risks and issues, communicating across all levels of leadership as needed.
Lead the Service team meetings. Attend client meetings as needed.
Develop the objectives and goals for team members.
Monitor staff performance and complete performance reviews;
Participate in establishing practices, templates, policies, tools and partnerships to expand and mature these capabilities for the organization.
Manage, develop and lead HVAC service staff by recruiting, interviewing, hiring, training, and reviewing the performance of all staff employees.
Maintain a well-trained team that is up to date on new technology, use tools and materials properly and provide each customer with quality workmanship.
Provide training and coaching as needed to retain and engage the Service staff.
Review with the Service Foreman the progress and training of the technician pool.
Ensure a training schedule is in place and implemented to stay competitive in our current and expanding markets.
Serve both internal and external customers regarding service work.
Visit high profile customers as needed to ensure customer expectations are being met.
Assist the Sales Department with job walks and estimating on an as-needed basis to help ensure the jobs are meeting the customer needs.
Oversee levels of customer satisfaction and department recordkeeping accuracy and effectiveness.
Coordinate, and review as necessary, estimations for parts and labor; effectively estimate project hours for specific services and coordinate with team to shorten downtime.
Work with customers and team to provide technical support, resolve issues, and provide HVAC product maintenance.
This is a safety-sensitive position.