Job Summary:
The Retail Sales and Service Manager is a key member of the Division Leadership team, responsible for the daily operations of the Retail business. The Retail Sales and Service Manager is tasked with growing the Retail service business and increasing customer satisfaction while continuing a strong focus on safety.
Essential Duties/Responsibilities*:
Leads and develops the retail sales, service and customer service team
- In partnership with the Division VP, creates and reviews service and financial KPI’s for the Retail business
- Provides leadership, training and coaching to ensure optimal performance of the Retail team
- Promptly addresses performance issues
- Ensures that all direct reports comply with required safety standards and ensures that team members are safety conscious at all times
- Provides regular performance updates to senior management
- Meets or exceeds gross profit and consumer budgets, tracks progress monthly
- Ensures all administrative guidelines are followed for timesheets, expenses, reporting and other operational paperwork
- Review invoices/paperwork submitted by field personnel daily to ensure all necessary information is recorded neatly and accurately
- Ensures team promptly completes all required training
- Assures all work performed in the field and in the office meets the highest quality standards
- Ensures that all permits are pulled and inspected as local code requires (as needed)
- Protects the company’s assets; monitors how trucks, tools and inventory are handled
- Responsible for effective hiring of all new team members and maintains adequate team staffing
- Continually searches for ways to improve process and operations
- Follows all company policies and procedures, including but not limited to safety
- Other duties as assigned
* Duties may vary by location.
Minimum Requirements:
- High school diploma or GED equivalent; experience may be substituted for education
- 10+ HVAC or related industry experience
- 5+ years’ experience leading a team
- 5+ years’ experience driving successful sales teams
- Financial acumen
- Computer competency is required, including experience with Microsoft Excel, Word, and Outlook
- Familiarity with ERP, customer service or related computer software
- Knowledge or aptitude to understand HVAC systems and processes
- Must be able to communicate in English effectively, both verbally and in writing.
- Excellent verbal and written communication skills.
- Valid driver's license required.
- Ability to work overtime with little notice; weekends hours may occasionally be required.
Preferred Qualifications:
- College degree.
- HVAC business and/or field experience
Additional Knowledge, Skills, and Abilities:
- Leadership skills and effective leadership behaviors
- Ability to work independently and as part of a team
- Strong work ethic
- Capable of making good judgments/decisions
- Strong interpersonal communication and collaboration skills, with all levels of the organization
- Able to work in a fast-paced, high-pressure environment
- Strong organizational skills, attention to detail, and the ability to multi-task
- Demonstrated ability to learn industry, company, product, or technical knowledge and effectively convey that knowledge to customers.
- Ability to build positive relationships with customers, both internal and external
- Safety mindset and acceptance of a safety culture
Working Conditions:
- Open office environment
- Fast-paced environment
- Travel by vehicle to and from work locations
- Occasional exposure to customer homes as needed
- Comfortable working both indoors and outdoors, exposed to all weather conditions (including heat, rain, cold, and wind) while wearing appropriate PPE
Physical Requirements:
- Must be able to lift/move up to 20 pounds frequently
- Must be able to drive and operate a motorized passenger vehicle
- Must be able to wear required personal protective equipment (PPE) including but not limited to hard hat, safety glasses, ear plugs, masks/respirators, reflective safety vests, gloves and safety toe, construction-grade work boots
- Must be able to adhere to long periods of standing, walking or sitting
- Ability to hear, understand and distinguish speech and/or other sounds to operate phones or other office equipment safely
- With natural or corrected vision, able to see and focus for close, distance, peripheral vision with normal depth perception
- Ability to express or exchange ideas by means of the spoken word to impart oral information to others
- Ability to enter text or data into a computer by means of a traditional keyboard or 10-key numeric keypad
- Must be able to use arms and hands to reach overhead, signal, grab, hold, lift, turn, push and pull objects and tools
