Service Manager

1 month ago

Cleveland, United States The Brewer-Garrett Company Full time

Brewer-Garrett is a facility solutions company. Our goal is to make buildings more energy-efficient through HVAC design, electrical upgrades, building automation systems design and installation, maintenance, and repair. We are a solution-based business with a proven track record of saving our clients' money through reduced energy usage while improving their overall carbon footprint. Our team is second to none. Their creativity and dedication to providing solutions for our clients is their #1 priority. Their team-oriented approach to projects is what sets BG apart from the rest of the industry. Our company is built upon the talent and experience of our associates, and we are looking for an experienced and team-oriented Service Manager to join our growing team. JOB SUMMARY: This Service Manager is responsible for redeeming service gross profit objectives, managing operations organization, and maintaining client base. This person will work with the client and maintain their HVAC and electrical systems as contractually obligated. In addition, this person will work with technicians to manage a book of business as well as manage work profitably and maintain required paperwork including weekly reporting. This position will include designing, estimating, and proposing new service projects and upgrading of existing agreements. DUTIES/RESPONSIBILITIES: Redeem planned gross profit through management of client expectations, ensuring owner satisfaction through supervision of and instruction to assigned team of technicians and service performance. Responsible for managing approximately 30 to 40 accounts. Delegate and organize work of technicians based on the client contracts and expectations. Direct and monitor technicians in providing materials, directions, tools, and logistical support to other technicians to maximize billable hours. 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 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. Make recommendations to the Operations Manager on all matters affecting service operations; analyze workforce data, budgets, client feedback, technician performance, personal observations, etc. 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 client base. Make recommendations on changes based on annual operating plan, performance against plan, and need. Secure customer renewal agreements with price escalations; renew at least 92% of assigned existing contract base each year. Promptly respond to notices of cancellation and attempt to salvage the client. Other duties as assigned within the scope of this role. SALES RESPONSIBILITIES: Redeem project sales plan of a minimum of $450,000. Promote new busines

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