Service Manager - Augusta, GA

Job Title: Service Manager

Department: Operations

Reports to: General Manager

FLSA: Salary Exempt

In Charge of: Client Coordinator, Service Coordinator, Service Supervisor, and Technicians

LOCATION: Augusta, GA

COMPANY BENEFITS

401k 5% match | Health Insurance | FSA |Dental Insurance| Vision Insurance | Community Service opportunities | Travel allowance | Company Phone | Counseling services | Financial planning services | Discount on your gym membership | Marriage retreats | Phone and Vehicle allowance

SUMMARY Total Comfort Solutions is actively seeking a Service Manager to join our dynamic team. In this role, you will lead and manage staff to achieve or exceed departmental objectives while fulfilling contractual commitments to clients in a timely and high-quality manner. In addition to leading the service team, this position will also be responsible for overseeing and coordinating project work.

PRIMARY RESPONSIBILITIES

Gross Profit Redemption:

• Oversee business processes and staff to ensure gross profit redemption.
• Conduct Start-Up Meetings for all new contracts with relevant personnel.
• Perform periodic Preventative Maintenance checks to ensure quality and provide necessary training for staff.

Management:

• Delegate and organize work according to position descriptions and procedures, fostering mutual agreement on objectives.
• Audit staff performance, follow up effectively, and recommend personnel actions such as hiring, firing, promotions, and compensation.

Embracing Dynamiq:

• Apply business acumen to streamline operations, improve efficiency, and enhance profitability.
• Maintain professional business attire that reflects the company’s commitment to excellence.
• Lead, facilitate, and present in strategic meetings with key decision-makers.
• Quickly learn and integrate new tools, technologies, and software, staying updated with emerging trends.
• Embrace new methods beyond traditional Service Manager duties.
• Communicate clearly and effectively across all organizational levels.
• Demonstrate a strong desire to learn and grow, with a passion for discovering new concepts.
• Identify inefficiencies and develop solutions to streamline operations while maintaining high-quality standards.
• Addressing customer needs and concerns positively and professionally.
• Lead and develop people, fostering individual and team growth.
• Live out the Dynamiq behaviors.

Field Labor Utilization:

• Establish and monitor guidelines for field labor requirements, recommending changes based on the annual operating plan and performance.
• Ensure technical capabilities of the field force align with current contractual commitments and market needs.

Time Management/Planning:

• Ensure proper staffing, training, tools, test equipment, systems, and procedures are in place for cost-effective, high-quality work completion.
• Oversee the department vehicle fleet to ensure proper maintenance, cleanliness, and orderliness.

Service Projects:

• Audit required documents before starting work, ensuring all pertinent information is included.
• Ensure personnel are well-informed about the scope of work and perform project work as required.

Project Responsibility:

Sales Participation:

• Promote new business and upgrade existing agreements by directing staff to generate and report leads and sales opportunities.
• Support the sales force on calls as needed.

Status Reporting:

• Conduct regular status reporting and review meetings with staff and managers.
• Compile information, combine with personal observations, and make recommendations to the General Manager/Operations Manager on service operations.

Company Relations:

• Build productive working relationships with managers, supervisors, staff, field, and other personnel to influence decision making regarding purchasing, scheduling, and accounting.
• Promote trust and team spirit by exercising an open-door policy and actively seeking to build rapport with coworkers and staff.

Training:

• Motivate and train staff, developing and implementing programs to improve individual and group skills.
• Ensure technical capabilities of the field force align with current contractual commitments and market strategy.

Continuous Recruitment:

• Promote professionalism and pride to attract high-promise human resources.
• Build and maintain a network of contacts, creating a central candidate/source file of potential recruits and sources.

Systems and Programs:

• Regularly review operating policies, procedures, and methods, ensuring compliance throughout the department.
• Measure the effectiveness of existing programs, identify problems or weaknesses, and recommend new methods or corrective actions.

Documentation:

• Train, direct, and evaluate staff in the proper, accurate, and timely completion of all paperwork, ensuring compliance with company standards.

Purchasing:

• Oversee purchasing activities to ensure best practices and full utilization of LINC Contracts.

Cash Flow:

• Direct staff to close all completed jobs and expedite billing, regularly monitoring billings to ensure maximum cash flow.

Codes, Standards, and System Requirements:

• Understand mechanical systems, appropriate codes, and industry standards, ensuring permits are secured where applicable.
• Direct staff to provide design assistance to the sales force as requested.

Agreement Escalation/Salvage:

• Direct staff to understand clients and market forces to support the sales force in effectively selling price escalations.
• Support the sales force in responding promptly to cancellation notices and developing well-researched salvage plans.

Safety:

• Promote and maintain a safety-first culture throughout all service operations.
• Ensure compliance with regulatory requirements, company safety policies.
• Conduct or participate in regular safety meetings and toolbox talks with field staff.
• Ensure technicians are properly trained and equipped to safely perform assigned duties, including proper PPE and tool usage.
• Monitor safe driving practices and oversee vehicle safety compliance.
• Perform periodic field safety audits and jobsite inspections to identify and correct unsafe conditions or behaviors.
• Ensure timely reporting and investigation of incidents, injuries, and near misses.
• Support employee accountability for maintaining a safe work environment and reporting safety concerns.

Customer Relations:

• Manage client relationships effectively by promptly addressing complaints and taking actions to maintain and strengthen long-term partnerships.

Special Projects:

• Provide support for special projects assigned by your manager, which may or may not become part of the primary responsibilities.

KNOWLEDGE AND SKILL REQUIREMENTS

WORK LIFE

We have a great work/life balance. We understand the importance of family time and the amount of work our technicians do for us.

ENVIRONMENTAL AND PHYSICAL CONDITIONS

Working conditions are typical for the field of HVAC which include regular exposure to weather conditions and require a high level of physical activity as outlined below. Operating power or hand tools and a motor vehicle is required.

WEBSITE

https://www.totalcomfortsolutions.com/

Total Comfort Solutions is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, genetic information, or other legally protected characteristics.