HVAC Service Team Manager

Summary

Comprehensive Energy Services, Inc. (CES) is an award-winning, self-performing provider and recognizes leader in Design-Build and Maintain Mechanical Contracting and Plumbing; providing a full range of advanced HVAC commercial, healthcare, and industrial services, and including mechanical engineering design, mechanical construction, plumbing, IAQ, and preventative maintenance and system maintenance.

CES is seeking a Manager, for our HVAC Service Team who will be responsible for the overall customer satisfaction levels provided by the HVAC Service Team. The HVAC Service Team Manager will also be responsible for the Time & Material growth and execution performed by the Service team. It will also be critical for the HVAC Service Team Manager to ensure that all work performed is in compliance with state, local, and federal legal requirements and operates on the job with the highest of ethics.

Essential Functions

• Able to positively drive profitability and productivity of the Service Team
• Manage and focus customer service agreements, renewals and develop customer relationships
• Responsible for employee development and retention
• Responsible for monthly department safety training
• Work collaboratively with Branch Service Manager and Account Owner Sales Executives as needed to review sales opportunities prior to delivery of proposal
• Ensure the Service Teamwork orders are handled accurately, on time, billed, within budget, and within the scope of work
• Assist Accounting Team with customer collections as needed
• Manage the capacity and staffing of the Service Team
• Actively provide recommendations and solutions to customers
• Superior verbal and written skills. Strong interpersonal and organizational skills required
• Able to demonstrate effective negotiation techniques
• Able to provide strong analysis and judgment skills
• Works well in a team environment
• Advanced computer skills in MS Office Suite
• Answer all customer inquires and concerns in a professional and timely manner
• Support the Sales Manager in base growth
• All Other Duties as Assigned by Management
  

Develop Service Technician's Skills, Capabilities, Qualifications, And Value

Review and establish educational training programs such as not limited to:

• Water source heating and cooling systems
• Direct Expansion(DX) systems
• Variable Refrigerant Flow (VRF) systems
• Customer Sales
• Customer Service Order tool (Tech Tool)
• Site estimating program
• Schedule Classes and Training
• Maintain CES annual performance review program
• Educate code compliance
  
  

Maintain Service Department Vehicles

• Company vehicles must be well maintained at all times
• Ensure service technicians maintain vehicle cleanliness
• Ensure that service technicians report necessary vehicle repairs immediately
• Implement and manage vehicle maintenance program (i.e. brakes, engine, transmission, etc.)
• Ensure truck inventories are standardized and listed
• Monitor and maintain vehicle tool inventory whereby service technicians report loss or damage, when repairs are required, when replacement is required
  
  

Manage Service Department Inventory

• Inventory Service Tech Tools on a frequent basis
• Implement and manage the Warehouse inventory using a tracking system
• Monitor and maintain job site, as well as Shop tool inventory whereby service technicians report loss or damage when repairs are required, when replacement is required
• Continuously review the need for specialty tool items (i.e. gantry's, duct jacks, etc.)
  
  

Maintain Emergency Call Procedure

• Maintain an employee 24hour on-call rotation
• Maintain emergency escalation rotation
• Maintain answering service dialog, reports, cost, and specialized customer requirement
  
  

Perform Field Inspections

• To maintain quality control
• To provide technical assistance
  
  

Sales, Billing, and Record-Keeping

• Develops sales skills and techniques
• Maintain repeat business with customers. "Pull through"
• Maintain business units Days Sales Outstanding (DSO) to CES standards
• Reviews and approves work orders for billing accuracy
• Maintains Team P&L. Ensures work is performed on time and on budget
• Maintains Compliments and letters of recommendation
• File and maintain customer records for historical purposes
  
  

Supervisory Responsibilities

• Field Supervisors
• Field Technicians
• Service Coordinators
  
  

Experience

• Minimum 15 years of customer service experience with knowledge in the HVAC industry
• Minimum 5 years financial experience
  
  

Education

• High school diploma or general education degree (GED)
• Bachelors Degree of Business Administration preferred but not required
• Background as a contractor preferred but not required
  
  

Qualifications, Skills, And Abilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Licenses/Certifications

• Valid Florida Driver's License is required
• Incumbent must be insurable at all times by CES insurance carrier
  
  

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk, hear and to use hands to finger, handle or feel. The employee frequently is required to reach with hands and arms. The employee is occasionally required to stand, walk, sit and stoop, kneel, crouch or crawl. The employee must frequently lift/move up to 60 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision and ability to adjust focus. Local and occasional out of town travel within Florida is required.

"We are an equal opportunity employer and value diversity. All employment is decided on the basis of qualifications, merit, and business need."