What are the responsibilities and job description for the Commercial Service Manager position at Gentry Heating?
Gentry Service Group is located in Swannanoa, NC is a customer focused, heating and air-conditioning company that was originally started in 1963. We employ highly skilled associates whose goal is to provide the best customer service to Asheville and the surrounding area. We are looking for an experienced Commercial Service Manager to join our growing team!
Primary Job Function: To manage the commercial service operations of the company. This includes overseeing the daily dispatching and efficiencies of the service technicians and department. Other duties include customer relations, reviewing all billing and warranty claims, interaction with the other managers in respect to their warranty and installation needs. The Commercial Service Manager is expected to handle all aspects of the commercial service department and to ensure its continued profitability and growth.
Hours: 40 hours a week, Monday through Friday
Pay: $70 - $90k annually - based on experience - plus bonuses.
Responsibilities:
- Achieve planned gross profit through leadership and management of service staff. You will also be responsible for generating annual revenue and are accountable for all team activities and business results.
- Understand sales criteria and hold your team accountable for exceeding revenue goals.
- Assure proper staffing, training, tools, systems, and procedures are in place to allow staff to complete all work in a quality and cost-effective manner.
- Prepare complete, clear, and concise reports, proposals, required company paperwork as required. Maintain support information relative to ongoing work.
- Profitability improvement to Service Agreements.
- Oversee and manage the service warehouse inventory.
- Oversee required parts are ordered by service coordinators without delay to ensure work deadlines are met.
- Reviews applicable reports each month and provides feedback to service technicians. Feedback includes areas where productivity needs improvement
- Oversee Training and developing HVAC Field Technicians. Appraises performance, rewards, and disciplines technicians. Responsible for interviewing, hiring, reviewing, and terminating technicians
- Review daily service tickets and XOI
- Prepare repair quotes and submitted to the customer quickly and accurately
- Oversees assigned HVAC service van fleet. Monitors all trucks are being maintained and operated as required and used according to company policies. This includes ensuring that the technicians can work out of the vehicle efficiently and that parts stocked in each van is adequate. Monitor that in-truck parts inventory is kept at proper levels.
- Addresses complaints and resolving problems from the field or from external customers.
- Manage team schedule to meet ongoing customer demand and seasonal spikes.
- Make sure incentive programs are equitable and properly documented.
- Review and approve invoices, timecards, curbside feedback, and option sheets.
- Serve as a technical back-up for field technicians when necessary.
- Build quotes into quoting software and ordering parts.
Required Qualifications:
- Proven track record in service, with 5 years in management.
- Detail oriented and highly organized with exceptional follow-through abilities
- Valid driver's license and insurable driving record
- Basic computer skills required, MS Office, Service & Dispatch system
- Ability to inspire and lead others to attain company goals.
- Multi-tasker who enjoys challenge
- Highly motivated, top performer who can instill pride of workmanship in self and others.
- Strong communication skills/sales/customer service
Salary : $70,000 - $90,000