Service Director

2 weeks ago

Melbourne, Florida, United States Anna's Air and Heat, INC Full time
Service Manager Job Description

At Anna's Air and Heat, INC, we are seeking a highly skilled and experienced Service Manager to join our team. As a Service Manager, you will be responsible for leading our service team and ensuring that our customers receive exceptional service and support.

Key Responsibilities:

  • Lead and manage the service team to achieve performance goals and company objectives.
  • Provide leadership and guidance to assigned team of technicians and ensure they operate within company guidelines and conform to state and local codes.
  • Manage, coach, and develop direct reports to achieve performance goals and company objectives.
  • Continuously strive to find ways to increase revenue through relationship building and seeking open opportunities through new and current customer needs.
  • Ensure that all customer inquiries and complaints are handled in an ethical and timely manner.
  • Provide information about products and services to customers and troubleshoot and resolve product issues and concerns.
  • Document and update customer records based on interactions.
  • Develop and maintain a knowledge base of evolving products and services.
  • Manage and provide guidance to service technicians and supervisors and participate in manager on-call/stand-by rotation as dictated by policies and procedures.
  • Coordinate all HR-related issues and participate in all hiring activities, including directly recommending candidates for hire.
  • Conduct timely, complete, and meaningful performance management conversations that help grow employee careers.
  • Manage disciplinary measures when necessary and convey all critical issues to the owner.
  • Demonstrate a proficient understanding of service reporting metrics to lead and manage the business results of the team.
  • Maintain strong customer relationships and ensure service technician performance meets customer requirements through direct management and communication.
  • Help generate sales proposals and identify, maximize, and communicate all prefabrication opportunities.
  • Provide technical assistance, invoice dispute resolution, and accounts receivable feedback.
  • Manage revenue goals as set in annual strategic planning.
  • Monitor technician labor hours for efficiency and safety and ensure work orders and time sheets are accurate.
  • Review technician reports each month and provide feedback to service technicians, highlighting areas where productivity needs to be improved and recognizing individuals for outstanding performance.
  • Conduct monthly safety meetings with service technicians to help identify and develop policies and procedures for continuous aggressive improvement.
  • Perform safety observations and ensure safety rules, policies, awareness, and practices are followed, and corrective measures are implemented.
  • Ensure that in the event of injury or incident, all reporting and incident investigations in the specific business segment team are performed in accordance with the guidelines of company policy.

Qualifications:

  • Must possess required registrations, professional licenses, and/or certifications as required by the position.
  • At least 15 years of experience in the HVAC field with at least 3 years managing residential HVAC service.
  • Excellent knowledge of HVAC installation and theory.
  • Advanced knowledge of MEP systems, service processes, techniques, and code requirements.
  • Must be proficient in reading complex schematics and/or blueprints.
  • Strong client-facing and communication skills.
  • Excellent presentation and leadership skills.

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