Service Manager
3 weeks ago
Are you an optimistic, proactive, confident self-starter that thrives in competitive situations? Are you focused on winning and driven to be the best you can be, whether at work or hobbies? Does mentoring people and growing a team speak to you?
At Pat Plumbing, Heating and Air, we are committed to excellence and growth. We're known for our commitment to hiring the best talent in Topeka and the surrounding area and our customers love us for it. With years of experience in the industry, you've probably seen our trucks and ads. But what you don't know is what it's like to be a part of our exceptional team. Join us, and you'll experience the appreciation that comes from not cutting corners, the inspiration of ongoing training and education, and the satisfaction of having customers rave about your work.
Due to rapid growth, we're currently seeking a dynamic, experienced Service Manager to help us achieve our company goals. As a Service Manager, you will lead a team of technicians, ensure excellent customer service, drive revenue goals, and promote a positive work environment. The ideal candidate will have a proven track record in management, exceptional leadership skills, and a commitment to delivering outstanding service.
Pat Plumbing, Heating and Air Core Values that we stand by:
- Take Responsibility for the Things You Can Control
- Cultivate Gratitude and Demonstrate it to Others
- Listen to Understand
- Create Relationships Before Transactions
- Be the Best at What You Do
- Medical, dental, and vision insurance (for dependents, too)
- Up to 3 weeks of paid time off
- 6 paid holidays (7 including the PAID BIRTHDAY OFF)
- Company-paid life insurance
- A generous retirement option, pay, and bonus program
- No-On Call after 10 pm
- Take vacation year-round, no blackout dates due to peak season
- Paid maternity/paternity leave
- Employee Assistance Program
- Pet Insurance program
- Personal accident and hospital insurance
- Short-term and long-term disability insurance
- Flexible Spending and Health Savings accounts
- Pre-paid legal plan
- Identity protection program
- Learning Mgmt System (Courses on Management, Leadership, Safety and Technology)
- Perks at Work Program - discounts on everyday items and expenses
- Paid Technical and Customer Service Training
- Company Vehicle
- Company provided uniforms
- A Dedicated benefits specialist to answer all of your questions
- ... & so much more
Responsibilities:
Team Leadership –
- Direct and supervise staff members in the HVAC and Plumbing Service Department
- Work collaboratively with Dispatch to match opportunities and technician strengths, ensuring the right technician is assigned to each service call
- Set individual goals and Key Performance Indicators (KPIs) for all staff positions in conjunction with the Leadership Team.
- Monitor staff performance to ensure daily revenue and sold-hour goals are met.
- Train and advise staff members on winning new referrals and gaining repeat business
- Foster a positive work environment, promote employee engagement, and show recognition for individual contributions
- Conduct regular coaching sessions and provide feedback to improve employee performance
- Resolve customer complaints and negative reviews promptly and professionally
- Adhere to customer satisfaction metrics, evaluate performance, and coach staff to success
- Build a plan for escalating customer complaints that results in quick and favorable resolutions
- Ensure that all customer interactions reflect the company's commitment to excellence and brand loyalty
Operational Management –
- Assist in creating an annual budget and control direct expenses such as material, labor, and subcontractor expenses
- Manage and execute after-hours procedures and policies effectively
- Ensure sufficient staff levels to meet ongoing customer demand and seasonal spike
- Promote enthusiasm, adherence to core values, and shape the company culture
Training and Development –
- Monitor employee engagement levels and promote a healthy work environment.
- Attend Nexstar and non-Nexstar training events, including Service System training and visits to other Nexstar member offices and accompany others to training when needed
- Follow a consistent, effective, and measurable coaching and training platform
- Conduct operations and meetings with the Leadership Team and key individuals to increase productivity levels
- Daily ridealongs at least 60% of the time
- Weekly Service Meetings
- Weekly One on one coaching sessions
Qualifications:
- Proven track record in management and operations
- At least 5 years of management experience
- Trade experience of 5 years or more in the Plumbing and HVAC industry
- Journeyman level or higher license in Plumbing and HVAC is highly preferred
- Familiarity of Nexstar best practices
- Proven ability to inspire personal and professional growth in team members
- Highly organized with exceptional follow-through abilities
- Strong verbal and written communication skills
- Detail-oriented and highly organized multitasker with excellent presentation skill
- Ability to build trust, demonstrate empathy, and promote a healthy work environment
- Passionate about Pat Plumbing, Heating, and Air and a strong advocate of the bran
- Engaging personality that thrives in a fast-paced, goal-driven environment
- Highly motivated, flexible, and maintains a positive attitude
If you're looking to be part of something more than just a job and want a career where your contributions are appreciated by both your team and customers, where your work directly impacts the company's and you own success, then Pat Plumbing, Heating and Air is the place for you.
Please submit a copy of your resume for consideration.
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