HVAC Service Manager

We are seeking a highly skilled and experienced Service Manager. This role involves providing technical support, training, and guidance to field technicians, ensuring they are equipped with the knowledge and skills necessary to deliver exceptional service as well as familiarity with best customer service practices to provide exceptional client experiences as well as educating them on what is possible regarding their indoor comfort experience.

It is not lost on us that these are three completely different skills and a person specializing in all three would be a valuable asset to any organization! This is the reason for the high opening pay offer. We are looking for a leader and a teammate. We hold ourselves to a very high standard of service. This notion should excite you if you are the right candidate.

The duties below are not limiting but we feel it is important to give you an idea of your day-to-day. This is a challenging role, but if you’re still excited, you just might be the next addition to our leadership team! (The better the LEADER you are the easier this list will become).

We are in search of a leader first. I can’t overemphasize this. Micro managers and “do’ers”, please seek employment elsewhere.

PS: This position will not be offered to a “future” leader. If you don’t have leadership experience, this role is not for you.

Duties:

OWNS THE MISSION:

• Our product is AIR not boxes.
• Great client experiences are formed by the client’s perspective, not ours

Handle incoming technical calls from technicians

• With an emphasis on NOT NEEDING TO DO THIS and working daily to obsolete yourself from this work!
• Utilize what you learn from these efforts to target training opportunities for the technicians with the same emphasis. They don’t need you!

Coaches Technicians:

• Client interactions and best retail practices. To our client, they ARE the company. Coach them to own it!
• To the training they need to be the best they can be and advance in pay and status within our organization.
• Meets on a regular schedule with team leads and technicians (cadence to be discussed with final candidates as a part of shoring up your success)

Advises department managers on technician compensation schedules

Follows up on ALL call backs hunting for coaching opportunities

Collaborates with our safety team on safety training for your team(s)

Develops familiarity with financials on service and maintenance

• Forms an understanding of the activity they manage against results

Manages parts supplier relationships

• Intervenes when tech or dispatch cannot resolve parts acquisition issues
• Oversees truck stock and tech compliance toward same.
• Manages (streamlines) parts inventory at warehouse (refrigerant, caps, yada)

Collaborates with operations manager regarding proper deployment of technician resources but DOES NOT (micro)manage the day-to-day deployment of the techs. This is managed by others (You are welcome!)

Jobsite visits as required (time will be limited. This will require conversation and setting proper expectations in this regard.)

Has visibility to service ticket activity and coaches towards proper tech behaviors.

• Good news, it’s automated to some extent. You will have input on further process development.

Plans and orchestrates service meetings from this POV

• Safety
• Technical skills
• Client interactions
• Works with managers to cover other needs

Works with various department managers of the teams you support (again to be discussed and will provide clarity as to how all of this can be done)

Collaborates with customer service CSRs to solve the “mechanical side” of these inevitable occurrences.

• NOT responsible for client facing customer service. Tech side only.

Job Type: Full-time

Benefits:

• 401(k) 4% Match
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance

Job Type: Full-time

Benefits:

• 401(k) 4% Match
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance
• Work Location: In person