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Service Manager

4 months ago

Plymouth, United States Northstar Refrigeration, Inc. Full time

Position: Service Manager


Reports To: Director of Operations


Overview: Overview: The Service Manager is responsible for overseeing the service department's operations, ensuring customer satisfaction, and maintaining high standards of safety and quality. This role involves managing field supervisors, service dispatchers, and ensuring all service processes run smoothly. This is a fantastic opportunity to join a team committed to delivering top-notch HVAC/R services while fostering a culture of quality, loyalty, and comradery.


Key Responsibilities:

  • Team Leadership: Lead and manage dispatchers, supervisors, and procurement teams, ensuring accountability and development.
  • Customer Relations: Maintain and improve customer service quality, follow up on service standards, and handle customer issues effectively.
  • Contract Management: Oversee all preventative maintenance and service contracts, renegotiating as needed.
  • Operational Excellence: Monitor work orders for quality, timeliness, and accuracy; assist with scheduling and coordinating technicians and drivers.
  • Safety and Compliance: Ensure department adherence to safety guidelines, including tool and equipment condition, and maintain technician certifications.
  • Financial Management: Track and maintain financial, quality, and safety goals for the service department.


Duties:

  • Provide guidance and support to field supervisors.
  • Establish and maintain effective communication lines within the department and with customers.
  • Oversee the on-call schedule and assist with calendar adjustments.
  • Conduct quarterly performance reviews with supervisors and dispatchers.
  • Develop and maintain training programs for staff.
  • Monitor and report on service department growth and profitability.
  • Manage fleet and shop appearance and maintenance.


Qualifications:

  • Strong leadership and team management skills.
  • Excellent communication and customer service abilities.
  • Knowledge of HVAC/R service and safety practices.
  • Proficiency in contract management and financial tracking.



Join NorthStar Refrigeration and contribute to a team dedicated to quality, loyalty, comradery, and persistence. As a Service Manager, you will ensure the smooth operation and growth of our service department, enhancing customer satisfaction and maintaining high standards.