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Service Manager

4 months ago

Cleveland, United States Tidewater Staffing Solutions Full time

We are seeking a skilled Service Manager to lead a dynamic team. As a pivotal member of the company, you will oversee the day-to-day operations of our HVAC service department, ensuring exceptional service delivery and customer satisfaction. If you are a motivated leader with a strong technical background in HVAC systems and a passion for delivering high-quality service, we encourage you to apply.



RESPONSIBILITIES:

  • Redeem planned gross profit through management of client expectations, ensuring owner satisfaction through supervision of and instruction to the assigned team of technicians and service performance.
  • Responsible for managing approximately 40 accounts.
  • Delegate and organize work of technicians based on the client contracts and expectations.
  • Ensure cost-effective and efficient use of equipment, tools and materials while ensuring efficient field operations.
  • Conduct job site visits to inspect equipment and equipment rooms; evaluate job performance and provide direction on areas of improvement in order to meet client expectations.
  • Interact with owners and client representatives to develop and maintain productive, long-term relationships; complete annual evaluations with clients.
  • Effectively lead assigned technicians, providing direction, training, and support needed to complete jobs; provide regular feedback on performance, address areas of needed improvement with constructive feedback, and motivate and monitor employee morale through frequent engagement.
  • Ensure that client needs and complaints are promptly addressed by technicians and ensure resolution through follow-up with the technician and client.
  • Support the sales team in their efforts to develop new or additional contracts with customers.
  • Redeem, evaluate, or change, expenses relative to individual client contracts.
  • Forecast workforce, manpower, organizational changes, vehicle requirements, and actual gross profit levels.
  • Work with the service team manager and operations manager to establish guidelines to determine and assess crew size based on the client base.
  • Secure customer renewal agreements.



QUALIFICATIONS / REQUIREMENTS:

  • Minimum of 5 years of experience as a Service Technician, Service Manager, Project Sales Rep or Operations Manager.
  • Experience managing commercial accounts and working in commercial, educational, governmental, or industrial facilities; minimum of 5 years experience preferred.



SKILLS & ABILITIES:

  • Basic knowledge of HVAC service industry
  • Strong understanding of account management preferred
  • Proficient user of Microsoft office suite; highly proficient in the use of Excel and other software used in the service industry
  • Excellent mathematical skills in order to perform the duties of this role, including but not limited to, reviewing or preparing budgets, workforce analysis, and other job-related documents
  • Strong communication skills (oral and written); must be able to effectively relay information to various audience groups, including clients, managers, leadership, colleagues, and business associates; must be able to prepare professional written communications (emails, documents, etc.)
  • Strong interpersonal skills; ability to foster and maintain positive working relationships with individuals internal and external to the company and from various backgrounds
  • Strong leadership skills; ability to direct, train, and supervise others; ability to motivate and develop others, manage performance, and foster a collaborative team environment
  • Highly collaborative and focused on sharing details routinely and consistently with team members
  • Self-managing, able to work autonomously when necessary and effectively integrate with project teammates to meet deadlines and expectations
  • Demonstrating a persistent optimism and the ability to navigate challenges in a way that produces value, exceeds expectations, and promotes company success
  • Demonstrate the ability to approach new and demanding situations with innovation and determination
  • Operate at a high level of speed and productivity, be sensitive to time and cost factors associated with their expertise, project budgets and company-wide financial goals
  • Strong organization skills with the ability to self-motivate and prioritize tasks; must be able to effectively manage their own schedule with limited oversight
  • Excellent analytical skills; ability to analyze data and relay trends and potential outcomes; ability to evaluate problems and identify resolutions; good negotiation skills
  • Must demonstrate professionalism and tact in all interactions