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Residential Service Manager
4 weeks ago
Primary Job Functions: The Service Manager is expected to manage all aspects of the residential service department. This includes overseeing daily dispatching. Monitor efficiencies of the service technicians and department. Other duties include customer relations, overseeing billing, warranty claims, and coordination with other departmental managers in respect to their needs.
Reports To: Residential V.P.
Duties and Responsibilities:
These duties are not all inclusive. Other duties may be assigned at any given time based on the assigned job.
Daily:
- Work to ensure service department meets or exceeds revenue, profitability, and growth
goals.
- Ensure that all service technicians receive proper training to allow them to develop their
knowledge and skills.
- Develop a program to promote use of lower-level techs for maintenance calls, and more
seasoned technicians for more difficult problem and repair calls.
- Partner with HR to schedule service training at optimal times in the annual cycle.
- Support a formal training program for all field employees with an emphasis on cross
training between service and install department(s) and developing strong service skill sets in every service region.
- Responsible for determining and setting service inventory policies and pricing.
- Provide technical support to service technicians on the phone or in the field when appropriate.
- Partner with Customer Service Team to plan for seasonal fluctuations in the business by making sure maintenance contracts are offered to all customers.
- Work to meet Service Agreement sales goals
- Track and monitor call backs by technicians- develop a plan to continuously reduce the number of callbacks.
- Develop a strategy to deliver after-hours service via a cross functional on-call schedule.
- Screen, hire and formally evaluate all service technicians annually.
- Support the field recruiting efforts by developing relationships with local vocational training programs.
Weekly:
- Review Technician Service Billing Summary report.
- Evaluate customer service satisfaction.
- Track and/or approve service technician commissions
- Oversee the warranty process in partnership with the Purchasing Agent
Monthly:
- Complete a full day job shadow with one service technician each month. All technicians
to receive a shadow day with the service manager at least once per year. This will be
done to assess skills/knowledge/abilities.
- Review and maintain standard stocking levels for service van inventory.
Qualifications:
- High school diploma or equivalent (minimum), Bachelors degree is preferred.
- Minimum 10 years experience in the HVAC Industry, with at least 5 years experience as a technician.
- Must have excellent communication skills.
- Obtain and maintain OSHA 30 certification.
- EPA 608 Universal certification.
- Valid driver’s license.
BENEFITS
- PTO per Company Policy
- 6 paid holidays
- Health, Dental, Vision, STD, Life Insurance
- 401(k) plan, including company match
- 125 Plan
EQUAL OPPORTUNITY EMPLOYER
We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
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