Job Title: Service Manager

Department: Operations

Reports to: General Manager

FLSA: Salary Exempt

In Charge of: Client Coordinator, Technicians

LOCATION: Charlotte, NC

COMPANY BENEFITS

SUMMARY

Dynamiq is actively looking for a Service Manager to join a great team. You will achieve or exceed departmental objectives through leadership and management of staff while meeting contractual commitments to clients in a timely, high-quality manner.

PRIMARY RESPONSIBILITIES

Gross Profit Redemption: Manage business processes and staff to ensure gross profit redemption.
- Conduct Start-Up Meetings on all new contracts with other personnel as appropriate.
- Perform Preventative Maintenance checks periodically to ensure quality and provide remedial training to staff as required.

Management: Delegate, organize work of others by position description and procedures; encourage mutual agreement on objectives. Effectively audit performance of staff and follow-up. Recommend appropriate personnel actions; i.e., hiring, firing, promotions, demotions, compensation, etc.
Field Labor Utilization: Establish and monitor guidelines to determine field labor requirements. Recommend changes to requirements based on annual operating plan and performance against plan. Ensure technical capabilities for field force is consistent with current contractual commitments and market needs.
Time Management/Planning: Assure proper staffing, training, tools, test equipment, systems and procedures are in place to allow staff to complete all work in a cost-effective and high-quality manner. Coordinates all work through staff.
- Oversee department vehicle fleet to ensure all are properly maintained, clean, and orderly.

Service Projects: Audit required documents prior to start of work. Ensure inclusions of all pertinent information. Assure the personnel doing the work are well informed on the scope of work. Perform project work as required.
Sales Participation: Promote new business and upgrading of existing agreements by instructing and directing staff to generate and report leads and sales opportunities. Support sales force on calls as required.
Status Reporting: Conduct regular status reporting/review meetings with staff and managers. Compile information gathered, combine with personal observations and make recommendations to the General Manager/Operations Manager on all matters affecting service operation.
Company Relations Build rapport and productive working relationships with managers, supervisors, staff, field, and other personnel to influence decisions for purchasing, scheduling, installations, work completion as well as the sales and accounting functions. Promote trust and team spirit by exercising an open-door policy and actively seeking to build rapport with coworkers and staff.
Training: Motivate and train staff. Develop and implement programs to improve skills of staff as individuals as well as a group. Assure technical capabilities for field force is consistent with current contractual commitments and market strategy.
Continuous Recruitment: Promote professionalism and pride in order to attract high-promise human resources. Continually build and maintain a network of contacts. Create a Central Candidate/Source file of potential recruits and sources.
Systems and Programs: Regularly review operating policies, procedures, and methods and ensure compliance throughout department. Measure effectiveness of existing programs, identify problems or weaknesses, and recommend new methods or corrective action.
Documentation: Train, direct, and evaluate staff in the proper, accurate, and timely completion of all paperwork. Assure compliance with company standards.
Purchasing: Oversee purchasing activities to ensure best purchasing practices are being adhered to and LINC Contracts are utilized to fullest potential.
Cash Flow: Instruct and direct staff to close all completed jobs and expedite billing. Regularly monitor billings and take action to assure maximum cash flow.
Codes, Standards, and System Requirements: Understand mechanical systems and appropriate codes and industry standards. Assure permits are secured where applicable. Instruct and direct staff to provide design assistance to sales force as requested.
Agreement Escalation/Salvage: Instruct and direct staff to know the client and understand market forces to support the sales force in effectively selling price escalations. Instruct and direct staff to support the sales force in prompt response to notices of cancellation and the development of well-researched salvage plans.
Customer Relations: Effectively manage client relationships by promptly addressing client complaints and taking actions to maintain and strengthen long-term partnerships.
Special Projects: Provide support for any special projects as assigned by your manager. These special projects, at the determination of your manager, may or may not become part of this position’s primary responsibilities.

KNOWLEDGE AND SKILL REQUIREMENTS

Associates and/or bachelor’s degree, Technical/Business or equivalent
Extensive experience in Operations field
Strong understanding of industry codes and standards
Solutions-minded
Demonstrated ability to control costs.
Strong written and verbal communication skills
Ability to confront various behaviors and solve workplace issues.
Ability to motivate team to meet goals and objectives.
Ability to foster a team environment.

WORK LIFE

We have a great work/life balance. We understand the importance of family time and the amount of work our technicians do for us.

ENVIRONMENTAL AND PHYSICAL CONDITIONS

Working conditions are typical for the field of HVAC which include regular exposure to weather conditions and require a high level of physical activity as outlined below. Operating power or hand tools and a motor vehicle is required.

WEBSITE

https://www.dynamiq.com/

Dynamiq is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, genetic information, or other legally protected characteristics.

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