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Service Manager
1 month ago
Leadership
- Effectively manages a team of remote support technicians across the region and develops employee skill levels, including customer service, process and technical skills to the highest degree possible.
- Overseeing the direction of projects, ensuring completion according to the client's requirements, as outlined in the sales proposal.
- Oversee the service coordination function for our remote services by ensuring Service Technicians’ training and skill level is appropriately balanced to service customers, and leverage resources across the region.
- Function as a regional manager for our services team, as well as be a member of our Services Leadership team focused on developing and deploying our strategies.
- Owns the team’s scheduling, dispatching and technician utilization.
- Positive outlook with the ability to motivate, influence, and train people.
- Evaluate technician headcount and training needs based on agreement base and growth expectations.
- Monitors, reports, and positively influences Key Performance Indicators (KPIs) with a focus on customer success and company profitability.
Problem Solver
- Develops solutions to opportunities that occur throughout a project.
- Ensures the correct tools and materials are onsite for job success.
- Develops and maintains the team’s work schedules to maximize utilization.
- Documents progress reports for visibility along with any other required project documentation.
- Analyzes delivery and inventory issues and provides solutions for accuracy.
- Elevate the customer experience through identifying gaps in our delivery to customers and lead the team to timely solutions in resolving customer issues.
- Plans, directs, and coordinates the distribution of products in compliance with company goals and objectives.
- Allocates resources and planning based on performance achievements (KPIs) to ensure adequate resource allocation and drive future expansion as business needs dictate.
Business Ownership
- Financial responsibility for the service region and its projects.
- Interpret monthly key performance metrics to evaluate performance and initiate countermeasure efforts when performance falls below target.
- Partners with the Regional Sales Management team to drive business growth and improve customer satisfaction, prioritizing service needs appropriately.
- Oversees PO’s, Invoices.
- Takes ownership of all customer orders regarding order accuracy and service performance.
- Maintains Warehouse housekeeping, safety, and equipment maintenance for optimal performance.
Basic Qualifications:
- Bachelor’s degree in related field or equivalent combination of education and experience
- 10+ years of leading teams in heavy HVAC/R industrial workplaces
- Technical/Operational knowledge of high-performance chillers systems
- EPA 608 Universal Certification
- Ability and willingness to travel as required (30-40% travel expectations)
- Clean and valid driver’s license
Preferred Qualifications:
- HazMat experience a plus
- Excellent communications skills needed to work with a wide variety of knowledge levels with customers of differing backgrounds and markets.
- Excellent organizational skills with the ability to manage multiple priorities.
- Experience communicating with all levels of an organization.
- Ability to understand and navigate business needs within designated territory.
- Must thrive in a team environment with a strong code of personal ethics, leadership, and problem-solving skills.
- Self-motivated and driven to succeed
- Excellent technical, communication, and organizational skills
- Proven track record in customer satisfaction
- CDL Class B with HazMat Endorsement preferred
- DOT Medical Card
- Powered Industrial Truck (Forklift) Certification License is a plus
- Must be able to lift 50lbs
- Familiarity with common MS Office tools (MSOffice)
