We are seeking an experienced and organized Service Manager to lead our commercial refrigeration service team. In this role, you will oversee daily service operations, ensure customer satisfaction, manage a team of technicians, and drive operational efficiency. As a Service Manager, you will play a key role in maintaining our high standards of service, supporting our technicians, and fostering strong customer relationships. The ideal candidate is a strong leader with technical expertise in commercial refrigeration systems and a passion for delivering excellent customer service.
- Team Leadership:
- Manage, mentor, and motivate a team of refrigeration technicians, ensuring they have the resources, training, and support needed to perform their work effectively.
- Conduct regular performance evaluations, set team goals, and encourage professional development.
- Oversee recruitment and onboarding of new technicians to build a skilled and reliable service team.
- Service Operations Management:
- Coordinate and prioritize daily service schedules, assigning jobs based on skillset and location to maximize efficiency.
- Monitor job progress and support technicians in resolving complex technical issues.
- Ensure timely and high-quality service delivery to maintain customer satisfaction.
- Implement and oversee safety protocols, ensuring compliance with safety standards and regulations.
- Customer Relationship Management:
- Act as the primary point of contact for key clients, handling escalations and ensuring a high level of customer satisfaction.
- Work closely with clients to understand their needs, provide technical expertise, and offer customized solutions.
- Develop long-term relationships with customers, promoting service agreements and preventive maintenance contracts.
- Quality Control and Standards:
- Conduct quality control checks on completed service jobs to ensure adherence to company standards and client expectations.
- Review customer feedback, analyze trends, and implement improvements to enhance service quality.
- Maintain accurate records of service calls, customer interactions, and completed work for reference and reporting.
- Inventory and Resource Management:
- Oversee inventory levels, ensuring that tools, parts, and equipment are available for efficient service operations.
- Work with suppliers to source high-quality parts and maintain inventory to support timely job completion.
- Financial and Budgetary Responsibilities:
- Develop and manage the service department budget, tracking expenses and optimizing costs.
- Analyze service revenue and expenses, identifying opportunities for improvement and maximizing profitability.
- Prepare reports on department performance, including KPIs such as response times, customer satisfaction scores, and job completion rates.
- Dynamic Work Environment:
- You will work closely with technicians, clients, and management, balancing daily operational tasks with longer-term planning and strategy.
- Expect to be hands-on in troubleshooting issues, coordinating service schedules, and supporting technicians both in the office and, occasionally, in the field.
- Customer-Centric Focus:
- Ensuring customer satisfaction is central to this role, and you will play an active role in building trust and loyalty with clients by providing timely, high-quality service.
- Problem-Solving Challenges:
- You will face complex challenges, including coordinating urgent repairs, handling customer escalations, and ensuring service quality, requiring quick decision-making and innovative problem-solving.
- 5+ years of experience in commercial refrigeration, HVAC, or a related technical field.
- Proven experience in a supervisory or management role, ideally in a service-oriented setting.
- Strong technical knowledge of commercial refrigeration systems, troubleshooting, and maintenance practices.
- Excellent leadership and people management skills, with a proven ability to develop and motivate a team.
- Exceptional customer service and communication skills, both verbal and written.
- Solid organizational and time management skills with a focus on operational efficiency.
- Familiarity with service management software and inventory tracking systems.
- Valid driver's license and ability to travel locally as needed.
- Competitive salary with performance-based incentives.
- Comprehensive health benefits.
- Unlimited paid time off, including holidays and vacation.
- Opportunities for professional development and career advancement within the company.
