Service Manager
Core Values
Integrity: Doing the right thing, even when no one is watching
Serve Others: Making the needs of our customers and coworkers our primary focus
High Performance: Setting the bar high, then reaching higher
Professionalism: Demonstrating quality, reliability and industry expertise for every customer
Continuous Improvement: Driving to better ourselves and our business
Accountabilities
People
- Hire, fire, recognize and reward based on core values and technical job performance
- Conduct regular performance reviews for all direct reports
- Regularly review individual team member KPIs to ensure productivity and profitability goals are being met
- Maintain appropriate field staff levels through timely recruiting, hiring and talent development.
- Ensure skill development and career plans are in place for team leaders and service technicians
- Work with HR to ensure all service technician work and continuing education hours are properly tracked/reported for industry specific licenses
- Ensure weekly technical training is performed at each office
Customer Service
- Ensure excellent customer service is being demonstrated by all employees in the service department
- Perform site visits to ensure Entek quality and customer servcie standards are being maintain
- Resolve customer complaints as they escalate beyond the capability of the field service techs, dispatchers and team leaders with a goal of a win/win outcome
- Provide after-hours support for service-related issues
Department Performance
- Understand and manage all department variables that impact department and company financials
- Track/report productivity, efficiency, and profitability measures of the service department
- Regularly review department KPIs to ensure productivity and profitability goals are being met
- Work with the dispatchers to ensure efficient scheduling is maintained resulting in a high level of productivity
- Document service department processes and procedures
- Champion the implementation/utilization of field service software and any other supporting software/applications
- Work with dispatch to ensure all planned maintenances are being performed as promised to our customers and executed during the best time for Entek based on seasonality and manpower availability
- 06A Washington HVAC License and/or LEB Oregon HVAC License required
Sales Support
- Work with the PM sales team to ensure new agreements are priced with accurate manpower needed to do the job correctly, profitably and timely
- Work with the PM sales team to review existing agreement profitability
Characteristics
- Demonstrates safe work practices
- Demonstrates our core values
- Ability to meet people where they are at, not expect them to mold to your style
- Genuinely cares for others
- The first to take on the most menial job task
- Holds self accountable for compliance with work practices/procedures
- Go the extra mile for the customer/team/company
- Sacrifices own good for others
- Always looks out for the best for the company
- Always looking out for the best for the customer
- Looks for innovative ways improve company profitability
- Does not speak poorly of coworkers
- Communicates well with others
- Always available for your team (Phone/in person)
- Approachable
- Calm under pressure
- High degree of curiosity/desire to learn
- Problem identifier & solution oriented
- Strong influence skills
Job Type: Full-time
Pay: Up to $97,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Vision insurance
Schedule:
Work Location: In person
