JOB: Regional Service Manager

EMPLOYMENT/FLSA STATUS: Full Time, Regular, Exempt

NORMAL WORKING HOURS: 7:00am – 5:00pm, Monday through Friday

THIS JOB MIGHT BE FOR YOU IF you’re a career-minded HVAC and Refrigeration specialist, however, we are going to be upfront – the way we work doesn’t suit everyone. We do things a bit differently – our Service Technicians work in geographical teams assigned to a Regional Service Manager, responsible for the overall business health and performance by delivering sustained excellence in the marketplace. YOU are the excellence and we will ensure you have the training, guidance and support necessary to deliver exceptional customer service to those in the field as well as our operations team.

KEY RESPONSIBILITIES/ACCOUNTABILITIES

As a Regional Service Manager, you will report to the Director of Field Services and be responsible to monitor and manage all Service Technicians within the Region of Responsibility as well as execute all service requests received from our clients. This role is focused on leadership of a group of technicians to execute great service and communication to customers. Normal Working Hours are flexible in order to meet the duties and responsibilities of the position. You will become a partner with our Preferred Customers by consistently delivering exceptional solutions to both predict and prevent equipment failure, ensuring their equipment is running at full capacity with limited breakdowns. You will:

• Build and foster a team environment while remaining present with technicians;
• Full responsibility for profit and loss (P&L) management;
• Meet company standards for billed hours, customer service, productivity, utilization and EBITDA goals;
• Manage regional payroll hours program;
• Improved customer and technician retention;
• Monitor personnel or equipment locations and utilization to coordinate service and schedules;
• Schedule and dispatch technicians, equipment, or service vehicles to appropriate locations, according to customer requests, specifications, or needs;
• Oversee all communications within specifically assigned regions;
• Relay work orders, messages, or information to or from work crews, supervisors, or field inspectors, using telephones and email communication;
• Grow and retain market share through management and delivery of premier customer service to address questions, problems, or requests for service or equipment;
• Prepare daily work and run schedules;
• Record and maintain files or records of customer requests, work or services performed, charges, expenses, inventory, or other dispatch information using ASCENT Software;
• Determine types or amounts of equipment, vehicles, materials, or personnel required, according to work orders or specifications;
• Advise personnel about traffic problems, weather conditions, or other hazards;
• Order supplies or equipment and issue them to personnel;
• Ensure adherence to company policies, procedures and objectives within the market;
• Oversee development, retention and engagement within the market;
• Weekend Dispatch when scheduled;
• Assist as Technical Dispatch contact for all Lead Technicians when requested;
• Follow safe work practices and accident prevention procedures

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.

ESSENTIAL QUALIFICATIONS/REQUIREMENTS

• Bachelor's Degree or commensurate experience;
• Eight (8) years of managerial/supervisory experience with five or more in a service related industry;
• Two (2) years of P&L ownership and responsibility;
• Three years of customer relationship development and management experience;
• Previous P&L accountability (minimum $3 million responsibility);
• Track record of success leading team of 10 members;
• Thorough understanding of call to cash process (i.e. sales, customer care, dispatch, service, supply chain, billing, etc.);
• Key skills include:
  • Team player and contributor;
  • Proven ability to cultivate highly productive, collaborative relationships with internal sales teams, cross functional stakeholders, and channel partners;
  • Clear and direct communication style;
  • Comfortable receiving and giving feedback up, down and across the organization;
  • Drives accountability of safety policies related to driving and on-site work;
• Previous experience in the food service or equipment repair industry;
• Willingness to travel within the market spending significant time with current and potential customers;
• Valid driver’s license and acceptable motor vehicle record

PREFERRED QUALIFICATIONS/REQUIREMENTS

• Previous experience managing a decentralized service workforce;
• Excellent interpersonal and communication skills including sales ability;
• Demonstrated experience developing strategic growth and service initiatives;
• Multi-unit restaurant management or technical field operations management experience;
• Experience developing and implementing service app and dispatch systems;
• Demonstrated problem solving and decision-making skills in a fast-paced environment;
• Demonstrated selection, hiring and team development skills;
• MS Office and advanced computer software skills

BENEFITS FOR YOU INCLUDE:

• Comprehensive benefits program including Blue Cross Blue Shield insurance, Free Life Insurance and Short-Term Disability coverage, Paid Time Off, 401(k) and profit-sharing plan just to name a few.
• Professional Growth and Development – we want you to view your time with REMCO as an investment in your future, one that pays dividends along the way. The longer you stay with REMCO the wider the breadth of professional opportunities and experience you will gain.

WORK ENVIRONMENT/PHYSICAL DEMANDS

This job operates in a professional office and warehouse environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This role regularly works in outside weather conditions. The employee occasionally works near moving mechanical parts in high, precarious places and is occasionally exposed to wet and/or humid conditions, ambient air, temperature extremes, fumes or airborne particles, traffic, toxic or caustic chemicals, risk of electrical shock, and vibration. The noise level in the work environment is usually moderate, but occasionally high. The Overall Physical Demands of this job are considered Medium.