Description:
The Service Manager will lead and manage the day-to-day operations of the HVAC Service Division in the Atlanta area, ensuring the highest levels of customer satisfaction, team performance, and service delivery. This role requires a hands-on manager who can balance field operations with administrative tasks, foster strong client relationships, and ensure that safety, quality, and profitability standards are met or exceeded.
Requirements:
Operational Leadership:
- Oversee the scheduling and dispatch of service technicians, ensuring efficient resource allocation.
- Manage, supervise, and provide guidance to service teams, including technicians, coordinators, and administrative support staff.
- Ensure timely, quality, and cost-effective delivery of services to clients in the commercial HVAC space.
- Maintain strong relationships with key customers, addressing service issues and ensuring ongoing satisfaction.
- Team Management & Development:
- Recruit, train, mentor, and develop service technicians and support staff.
- Conduct regular performance reviews, coaching, and feedback to promote continuous improvement.
- Monitor and enforce safety protocols and ensure compliance with company policies and regulations.
- Customer Service & Client Relations:
- Act as the primary point of contact for major clients in the region, ensuring proactive communication and service delivery.
- Resolve customer concerns and service issues promptly, ensuring client satisfaction.
- Monitor service quality and customer feedback, implementing improvements as needed.
- Financial Performance & Growth:
- Monitor service department financials, including revenue, expenses, and profitability.
- Drive revenue growth through upselling additional services and promoting maintenance agreements.
- Work with sales and business development teams to identify opportunities for new service contracts.
- Develop and manage department budgets, setting financial targets and monitoring performance against those targets.
- Process Improvement & Strategy:
- Implement and oversee processes to improve service efficiency and reduce costs without compromising quality.
- Analyze operational data to identify trends, opportunities for improvement, and necessary corrective actions.
- Stay up to date with industry developments, equipment, and best practices to keep the company competitive in the market.
Qualifications:
- Experience:
- Minimum of 5-7 years in HVAC service management, preferably within the commercial sector.
- Proven experience managing and developing service teams and driving operational excellence.
- Technical Expertise:
- Strong knowledge of HVAC systems, service practices, and safety regulations.
- Familiarity with service dispatch software and field management tools.
- Leadership Skills:
- Ability to manage and develop a diverse team of technicians and office staff.
- Strong problem-solving skills with a focus on delivering solutions efficiently and effectively.
- Customer Service Orientation:
- Excellent client-facing communication skills with a proven ability to build and maintain relationships.
- Adept at handling escalations and delivering outstanding customer service.
- Financial Acumen:
- Experience managing budgets, controlling expenses, and driving profitability in a service-oriented business.
Education & Certifications:
- EPA and OSHA certifications preferred.
- HVAC contractor’s license a plus.
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