Are you an optimistic, proactive, confident self-starter that thrives in competitive situations? Are you focused on winning and driven to be the best you can be, whether at work or hobbies? Does mentoring people and growing a team speak to you?
Due to rapid growth, we're currently seeking a dynamic, experienced Service Manager to help us achieve our company goals. As a Service Manager, you will lead a team of technicians, ensure excellent customer service, drive revenue goals, and promote a positive work environment. The ideal candidate will have a proven track record in management, exceptional leadership skills, and a commitment to delivering outstanding service.
Benefits:
- Competitive pay with a base salary of $110,000 and a quarterly bonus structure
- Medical, dental, and vision insurance
- Paid Holidays, Sick and Vacation time
- Paid Training
- A Dedicated benefits specialist to answer all of your questions!
- ... & so much more!
Responsibilities:
Team Leadership –
- Direct and supervise staff members in the HVAC Service Department
- Work collaboratively with Dispatch to match opportunities and technician strengths, ensuring the right technician is assigned to each service call
- Set individual goals and Key Performance Indicators (KPIs) for all staff positions in conjunction with the Leadership Team
- Monitor staff performance to ensure daily revenue and sold-hour goals are met
- Train and advise staff members on winning new referrals and gaining repeat business
- Foster a positive work environment, promote employee engagement, and show recognition for individual contributions
- Conduct regular coaching sessions and provide feedback to improve employee performance
Customer Service and Complaint Resolution –
- Resolve customer complaints and negative reviews promptly and professionally
- Adhere to customer satisfaction metrics, evaluate performance, and coach staff to success
- Build a plan for escalating customer complaints that results in quick and favorable resolutions
- Ensure that all customer interactions reflect the company's commitment to excellence and brand loyalty
Operational Management –
- Assist in creating an annual budget and control direct expenses such as material, labor, and subcontractor expenses
- Manage and execute after-hours procedures and policies effectively
- Ensure sufficient staff levels to meet ongoing customer demand and seasonal spike
- Promote enthusiasm, adherence to core values, and shape the company culture
Training and Development –
- Monitor employee engagement levels and promote a healthy work environment.
- Attend Nexstar and non-Nexstar training events, including Service System training and visits to other Nexstar member offices and accompany others to training when needed
- Follow a consistent, effective, and measurable coaching and training platform
- Conduct operations and meetings with the Leadership Team and key individuals to increase productivity levels
- Daily ridealongs when needed
- Weekly Service Meetings
- Weekly one on one coaching sessions
Qualifications:
- Proven track record in management and operations
- At least 3 years of management experience
- Trade experience of 5 years or more in HVAC industry
- Proven ability to inspire personal and professional growth in team members
- Highly organized with exceptional follow-through abilities
- Strong verbal and written communication skills
- Detail-oriented and highly organized multitasker with excellent presentation skill
- Ability to build trust, demonstrate empathy, and promote a healthy work environment
- Engaging personality that thrives in a fast-paced, goal-driven environment
- Highly motivated, flexible, and maintains a positive attitude
If you're looking to be part of something more than just a job and want a career where your contributions are appreciated by both your team and customers, where your work directly impacts the company's and your own success, then please submit a copy of your resume for consideration.
Job Type: Full-time
Pay: Up to $110,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Shift:
Work Days:
- Monday to Friday
- Weekends as needed
Application Question(s):
- Are you able and willing to take and pass a background check and a drug screen?
- How many years of management experience do you have?
- This position is located in within 10 miles of Cambridge, MA. Are you able and willing to work in this location?
- How many years trade experience do you have in the HVAC industry?
License/Certification:
- Driver's License (Required)
Work Location: On the road
