Commercial Mechanical Controls: Service Manager

Comp: $130K-$150K (dependent upon experience) plus potential bonus

Benefits: Excellent

Responsibilities

• Work with all field service technicians to ensure efficient and high-quality service
• Receive and prioritize service calls and set proper expectations with customers
• Prepare estimates for quoted service jobs and ensure labor and material estimates are met
• Identify training needs for technicians and find appropriate training classes
• Work with Operations Manager, schedule and hold monthly service meetings
• Occasionally check workmanship of technicians in the field (maintenance and service)
• Be familiar with Safety requirements and ensure technicians are following protocols
• Optimize labor by ensuring that technicians are scheduled properly according to location and expertise
• Identify opportunities for upgrades and train technicians how to recognize these
• Respond to customer complaints professionally and ensure the response is sufficient
• Establish positive, professional relationships with various vendors and communicate effectively with them
• Provide technical support over the phone and determine when field assistance is needed
• Oversee the daily dispatching, maintenance, ordering of parts and job scheduling
• Review warranty issues, make sure proper warranty paperwork is filled out and parts returned for credit
• Handle On-Call schedule
• Spend 60% in office & 40% in field estimating quoted service/small install jobs & working with techs
• Ensure all technicians are properly trained and versatile with HVAC tools
• Review all work orders daily to follow up with anything that has recommendations
• Periodically check cleanliness and safety of work vehicle and ensure proper truck stock
• Identify manpower needs 3-6 months in advance and notify Operations Manager when hiring is needed
• Review resumes and interview candidates for various technician positions
• Monitor labor and material estimates for PM contracts and identify contracts that are off track
• Approve PTO requests in a manner that is fair and ensures manpower coverage
• Handle all aspects of the Service Department and ensure its continued profitability and growth

If this sounds like you, your previous education, work experience, and passions probably sound like this:

• 10 years of HVAC field service
• 5 years of managing a team of at least 10 people
• Proficient using Microsoft Word
• Must have technical capacity in HVAC Equipment and Direct Digital Controls
• College education, Trade School or Industry Training
• 5-10 years Service Management experience in Commercial HVAC industry
• Have a natural tendency to help others
• Enjoy turning tense and stressful situations into positive experiences
• Process-oriented—you enjoy developing a system that runs smoothly
• Hunger for new information—you enjoy doing research on new topics and learning new things

Here’s what success looks like in this position:

• All customer accounts have up to date information including but not limited to-accurate equipment list, up to date PM contract, contact information, and filter/belt list.
• 100% of PM inspections are completed on time and any deficiencies are documented and quoted
• 90% labor optimization—"idle time” less than 10%
• All customer requests are responded to within 1 business day and resolved with an average 4/5 satisfaction score. Urgent issues are responded to within 1-2 hours.
• Zero failed customer expectations - we delivery what and when we say we will deliver
• All customer proposals are prepared within 48 hours of being identified and followed up weekly
• 95% retention of Service Technicians
• Develop and implement an ROI calculation to increase equipment replacement approval
• All recurring issues are noted and escalated to appropriate department head to find the root cause