Job Title: Service Manager
Reports to: President
Location: Livonia, MI
Job Type: Full-time
COMPANY PROFILE
Carrier Great Lakes Corporation is a proud, privately owned, distributor of Carrier heating and cooling equipment, parts and supplies. With seven branch locations we have enjoyed continued success at distributing quality heating, ventilating and HVAC systems to Michigan and Northern Ohio HVAC contractors for over thirty years. Our focus is on supporting our customers; this is recognized by our continued commitment to understanding their needs and finding the best solutions to service them.
Job Summary
Service Manager manages a team that provides pre-sale and post-sale technical support on HVAC Equipment and Control products to our valued customers.
Responsibilities
· Manage a team of Technical Support Representatives and Warranty Administrators
· Build strong relationship with internal and external stakeholders
· Provide technical support for Carrier HVAC equipment and controls
· Perform job-site visits as needed to assist in the installation, troubleshooting, service and repair of Residential, Commercial, and Ductless/VRF HVAC equipment and controls
· Provide technical training for residential, commercial, ductless, and VRF products
· Build and maintain classroom training material and training equipment for Residential, Commercial, and Ductless/VRF HVAC equipment and controls products
· Review, assess and resolve warranty related issues with contractors
· Contacts customer, collects feedback, and establishes and maintains good relationship with customers
· Escalates critical/complex issues that will impact the business and quality issues management
· Responds to key customer complaints and carries out customer satisfaction investigations to ensure establishment of appropriate improvement plans
· Solid understanding of HVAC industry from a sales, installation, and service point of view
· Travel as required with Carrier Great Lakes defined territory
Recommended Experience:
· Must have 5-10+ years in the HVAC industry, preferably related to the installation, commissioning and servicing of equipment and controls
· High school diploma or equivalent and higher education required
· Trade School/vocational certifications in HVAC/R or related fields preferred
· Communicate professionally and effectively with contractors, business owners, Engineering/Design firms and Carrier Great Lakes team members
· Present information and training material in front of a group
· Proficient in Microsoft Office tools and HVAC Service software
· Strong multi-tasking and organizational skills
· Exceptional customer service and communication skills
· Work in a constant state of alertness and safe manner
· Proficient in conflict resolution
· Self-motivated with the ability to manage multiple priorities
BENEFITS OF WORKING WITH US:
We are looking for dedicated professionals that share our values of putting the customer - and their needs - first. In addition to a great team atmosphere, career development and advancement opportunities, we offer full-time employees an extensive benefits package, to include:
· Competitive Compensation
· Health Care - Medical/Dental/Vision/Prescription Drug Coverage
· 401(k) With Company Matching Contributions
· Flexible Spending Accounts
· Disability, short-, and long-term health insurance Programs
· Employee & Dependent Life Insurance
· Vacation & Company Holidays
· Tuition Reimbursement
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Life insurance
- Tuition reimbursement
- Vision insurance
Shift:
Work Days:
Work Location: In person
