Careers

Work hours 7a – 5p Monday through Friday, some weekends and evenings.

Position Summary:

To manage the service operations of the company. This includes overseeing the daily dispatching and efficiencies of the service technicians and department. Other duties include customer relations, reviewing all billing and warranty claims, interaction with the other managers in respect to their warranty and installation needs. Responsible for making sure that all service techs are properly trained. The Service Manager is expected to handle all aspects of the service department and to ensure its continued profitability and growth.

Required qualifications:

• Three years of related experience and/or training in customer service, management in a service industry or equivalent combination of education and experience.
• Knowledge of industry is recommended but not required
• High school diploma
• Valid driver’s license
• Computer skills
• Ability to multi-task
• Organized
• Advanced customer service skills

Desired qualifications:

• Three years related experience and/or training in customer service, management in a service industry or equivalent combination of education and experience
• Knowledge of HVAC industry

Essential Functions and Responsibilities:

• Responsible for the profitability of the service department
• Responsible for making sure that all Service Technicians are properly trained.
• Supervises the Service Dispatcher(s), Service Administrator(s) and Service parts person if applicable.
• Provide accounting with daily billing by 9:00am.
• Review all service invoices daily, this includes comparing time cards to the invoices and spot-checking pricing.
• Make sure that the Service Technician detailed the invoice in a thorough manner, so the customer understands the service rendered and that the problem was taken care of.
• Order parts as needed, as parts are received notify dispatcher to schedule work.
• Approve all daily time cards daily.
• Review all warranty invoices, making sure that all valid warranty issues are being addressed to the vendor, parts, misc. field materials and labor.
• Responsible for determining and setting service inventory policies and pricing.
• Securing work for the service department, revenue generation.
• Technician profitability reporting.
• Help Service Technicians out in the field when appropriate
• Make sure that all service vehicles are clean, stocked, running properly etc.
• Monthly vehicle and tool inspections• Plan for seasonal fluctuations in the business by making sure maintenance contracts are offered to all customers and meeting contract sales goals.
• Maintenance of service inventory stock
• Coordination and implementation of service marketing calendar.
• Customer service.
• Tracking and approval of Service Technician commission.
• Quote large repair jobs and obtain approval from customers.
• Set staffing (internal / external) training schedule• Performance reviews and increases
• Refrigerant tracking
• Assist with collections.
• Monitor service invoice log.
• Approve on call schedule.
• Technical analysis for customer questions /phones calls.
• Other duties as assigned

Success Factors / Job Competencies:

• Ability to adhere to all company policies and procedures.
• Client Satisfaction level
• Ability to observe and account for day-to-day operations.
• Ability to bring projects to successful completion within budget
• Ability to meet budgeted revenue, maintenance, accessory, sales leads goals.
• Ability to identify areas of improvement for safety.
• Ability to work well under pressure, meeting multiple and sometimes conflicting deadlines.
• Ability to demonstrate cooperative behavior with colleagues and supervisors.
• Ability to keep a well-organized and clean work environment.

Physical demands and work environment:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may enable individuals with disabilities to perform the essential functions.

Physical Demands:

While performing the duties of this job, the employee is regularly required to talk or hear on a frequent basis. This is largely a sedentary role sitting for extended periods of time in front of a computer screen; however, some filing is required along with the ability to lift objects of 15lbs overhead on an infrequent basis is required. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary.

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

Performance Standards:

Certain key business indicators that will measure the effectiveness of this job description. These include the following:

• Service Technician revenue averages of minimum of $25,000 per month.
• Timely resolve of customer disputes.
• Demonstrated ability to work independently and without direct supervision
• Degree to which technicians improve in ability and in efficiency.
• Timely resolve of customer disputes.
• Increase in maintenance agreements, accessory sales and sales lead generation.
• Increase in customer compliments as measured by online presence.
• Degree to which unproductive / non-billable labor or lost time is minimized.
• Number of warranty calls resulting in nonbillable time.
• Profitability of the service department.
• Degree to which seasonal fluctuations in revenue are limited.
• Growth of the service department.
• Timeliness of billing to accounting.