JOB SUMMARY:
This Service Manager is responsible for redeeming service gross profit objectives, managing operations organization, and maintaining client base. This person will work with the client and maintain their HVAC and electrical systems as contractually obligated. In addition, this person will work with technicians to manage a book of business as well as manage work profitably and maintain required paperwork including weekly reporting. This position will include designing, estimating, and proposing new service projects and upgrading of existing agreements.
DUTIES/RESPONSIBILITIES:
- Redeem planned gross profit through management of client expectations, ensuring owner satisfaction through supervision of and instruction to assigned team of technicians and service performance. Responsible for managing approximately 30 to 40 accounts.
- Delegate and organize work of technicians based on the client contracts and expectations. Direct and monitor technicians in providing materials, directions, tools, and logistical support to other technicians to maximize billable hours. Ensure cost-effective and efficient use of equipment, tools and materials while ensuring efficient field operations. Conduct job site visits to inspect equipment and equipment rooms; evaluate job performance and provide direction on areas of improvement in order meet client expectations.
- Interact with owners and client representatives to develop and maintain productive, long-term relationships; complete annual evaluations with clients.
- Effectively lead assigned technicians, providing direction, training, and support needed to complete jobs; provide regular feedback on performance, address areas of needed improvement with constructive feedback, and motivate and monitor employee morale through frequent engagement. Ensure that client needs and complaints are promptly addressed by technicians and ensure resolution through follow-up with the technician and client.
- Support the sales team in their efforts to develop new or additional contracts with customers.
- Redeem, evaluate, or change, expenses relative to individual client contracts.
- Make recommendations to the Operations Manager on all matters affecting service operations; analyze workforce data, budgets, client feedback, technician performance, personal observations, etc.
- Forecast workforce, manpower, organizational changes, vehicle requirements, and actual gross profit levels. Work with the service team manager and operations manager to establish guidelines to determine and assess crew size based on client base. Make recommendations on changes based on annual operating plan, performance against plan, and need.
- Secure customer renewal agreements with price escalations; renew at least 92% of assigned existing contract base each year.
- Promptly respond to notices of cancellation and attempt to salvage the client.
- Other duties as assigned within the scope of this role.
SALES RESPONSIBILITIES:
- Redeem project sales plan of a minimum of $450,000.
- Promote new business and upgrading of existing agreements; prepare estimates and proposals for services projects and small equipment replacements
- Provide sales personnel with qualified leads, alert sales personnel about competitive sales efforts.
- Provide leads to construction during the year.
- Encourage field technicians to identify at least one opportunity each month.
SUPERVISOR RESPONSIBILITIES:
- Oversee, direct, and evaluate the work of assigned technicians. Responsible for training and performance management of direct reports.
QUALIFICATIONS:
- Minimum of 5 years of experience as a Service Technician, Service Manager, Project Sales Rep or Operations Manager.
- Experience managing commercial accounts and working in commercial, educational, governmental, or industrial facility; minimum of 5 years experience preferred.
KNOWLEDGE, SKILLS & ABILITIES:
- Basic knowledge of HVAC service industry
- Strong understanding of account management preferred
- Proficient user of Microsoft office suite; highly proficient in the use of Excel and other software used in the service industry
- Excellent mathematic skills in order to perform the duties of this role, including but not limited to, reviewing or preparing budgets, workforce analysis, and other job-related documents
- Strong communication skills (oral and written); must be able to effectively relay information to various audience groups, including clients, managers, leadership, colleagues, and business associates; must be able to prepare professional written communications (emails, documents, etc.)
- Strong interpersonal skills; ability to foster and maintain positive working relationships with individuals internal and external to the company and from various backgrounds
- Strong leaderships skills; ability to direct, train, and supervise others; ability to motivate and develop others, manage performance, and foster a collaborative team environment
- Highly collaborative and focused on sharing details routinely and consistently with team members
- Self-managing, able to work autonomously when necessary and effectively integrate with project teammates to meet deadlines and expectations
- Demonstrate a persistent optimism and the ability to navigate challenges in a way that produces value, exceeds expectations, and promotes company success
- Demonstrate the ability to approach new and demanding situations with innovation and determination
- Operate at a high level of speed and productivity, be sensitive to time and cost factors associated with their expertise, project budgets and company-wide financial goals
- Strong organization skills with the ability to self-motivate and prioritize tasks; must be able to effectively manage own schedule with limited oversight
- Excellent analytical skills; ability to analyze data and relay trends and potential outcomes; ability to evaluate problems and identify resolutions; good negotiation skills
- Must demonstrate professionalism and tact in all interactions
- Ability to maintain satisfactory attendance
WORKING CONDITIONS:
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.
- Work is performed mostly in office settings. Some outdoor work is required in the inspection of client locations. While performing the duties of this job, the employee is required to stand; walk; use hands to finger, handle, feel or operate objects, tools, or controls; and reach with hands and arms. The employee is occasionally required to sit; climb or balance; stoop, kneel, crouch or crawl; talk or hear; and smell. The employee may occasionally lift and move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
- Must be able to drive to and from business appointments and job sites
- Must be able to climb ladders to access equipment
- Must be willing and able to open mechanical equipment and visually inspect operation, subject to proper training and safety requirements.
