National Turnkey Service Leader

National Turnkey Service Leader

Reports to: National Account Operations Manager

FLSA Status: Exempt

Salary Range: $200K+

Our Team

Custom Mechanical Solutions is a commercial and industrial mechanical equipment representative based in the Pacific Northwest. We strive to be the premier provider of integrated HVAC solutions in all markets we serve.

With over 200 years of mechanical engineering experience applied in the field, CMS is the most experienced HVAC provider in the Pacific Northwest. Our focus is on providing clients with forward-looking solutions supported by expert applications knowledge and first-class customer service. We are active members in a variety of industry associations, including ASHRAE and the US Green Building Council.

Scope

This position is responsible for the build-out potential of greater than $10-20M in Revenue and can be remote.

The Opportunity

The National Turnkey Service Leader is responsible for the growth, development, and oversight of all aspects of Critical Mechanical Service. This includes but is not limited to processes, securing, and managing of national service contracts, daily call handling as well as estimate, build-out, and best practices. We seek a driven experienced Service Leader who will take ownership and propel results. The position requires an expert level of service involvement, project management, and leadership responsibilities. This is a full-time opportunity for an energetic go-getter with a career growth mindset and desire to succeed and be a part of something special. An ideal candidate will be customer service obsessed, work well within a team, and demonstrate leadership capabilities. The position requires a high level of correspondence with the NA leadership team, Project Managers, Service Coordinators, and customers.

Job responsibilities include (but are not limited to) the following:

Responsible for all aspects of planning, organizing, and controlling the service contracts, demand service and special projects.

Responsible for supervision of field service work, warranty support, execution of critical mechanical products and sub-contractor management.

Manages the P & L for turnkey projects.

Scheduling the appropriate technicians based on knowledge, skill set, and abilities for the job scope.

Manage the contract margins to ensure the profitability of each contract and effectively communicate financial status to Leadership.

Ensure customer satisfaction and resolve any issues immediately in the most cost-effective manner.

Maintain existing and new vendor/sub-contractor relationships; to guarantee competitive pricing and quick turnaround.

Provides technical support and service for Data Center customers to assist them in achieving contract compliance and renewals.

Promotes products and services represented by Critical Mechanical Services and Custom Mechanical Solutions.

Completes all necessary paperwork, including work orders, service reports, expense reports, call activity reports and monthly schedules.

Responds to customer complaints and emergencies.

Continues to upgrade product/system knowledge to keep up with changing technologies.

Maintain team-driven morale within the service department and promote the CMS culture.

Ability to successfully direct and coordinate the requirements of customers, employees, suppliers, and service team members.

Builds and maintains an effective service team committed to customer and employee satisfaction and profitable growth.

Engage and support Field teams for site walks, estimation, and quote development.

Establish Field team guidelines defining in-scope and out-of-scope work.

Train and develop service team on estimating common misses, labor hours, and common scope gaps.

Flexibility to work outside normal work hours, as required.

Travel.

Education & Experience Requirements:

Bachelor’s Degree in a related field or 10-15 years of related experience; or equivalent combination of education and experience in commercial HVAC environment

Must have a valid driver’s license with a good driving record

Operating knowledge of Microsoft Office software and working proficiency with handheld computers (i.e. Smartphone, iPad)

Electrical or temperature control experience required and EPA Certification Preferred (i.e. HVAC Journeyman, Boiler Operator, Gas Installer, etc.)

Experienced and advanced knowledge, skills, and abilities with Custom Air Handler Manufacturers.

Ability to work in diverse conditions including but not limited to mechanical equipment rooms with exposure to noisy operating equipment, exposure to extreme weather conditions, risk of electrical shock (high voltage), climbing/working at elevated heights, etc.

Must be able to climb, crawl, stoop, kneel and must regularly lift and/or move up to 50 pounds, frequently lift and/or move up to 75 pounds

Other Skills & Abilities

Language Skills

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret graphs.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Mental stamina for problem solving and prioritizing multiple tasks.

Environmental Requirements

Will be required to work in a field environment, and multiple customer sites on a daily basis.

Behavior Skills

Ability to manage people and situations when conflicts arise. Ability to seize opportunities with the drive to complete goals.

Personal and Interpersonal Skills

Ability to establish and grow relationships with customers through effective verbal and written communication. Dedicated to the needs of the customers, manufacturers and peers and has the patience to actively listen to all business partners. Able to solve problems and skillfully negotiate with a minimum of noise while managing stress. Demonstrates integrity and trust through appropriate directness and truthfulness. Ability to understand personal strengths and weaknesses, seek feedback and improve upon shortcomings.

Physical Demands

While performing the duties of this job, the employee is regularly required to operate a computer keyboard and to reach with hands and arms. The employee frequently is required to stand, walk, and sit. The employee is continually required to climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 50 pounds, frequently lift and/or move up to 75 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

Custom Mechanical Solutions is an Equal Opportunity Employer