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HVAC Service Manager

1 month ago

Cambridge, Massachusetts, United States People MVR Full time
Job Summary:

We are seeking a highly motivated and experienced HVAC Service Manager to join our team at People MVR. As a Service Manager, you will be responsible for leading a team of technicians, ensuring excellent customer service, driving revenue goals, and promoting a positive work environment.

Key Responsibilities:

Team Leadership:
  • Direct and supervise staff members in the HVAC 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
Customer Service and Complaint Resolution:
  • 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 when needed
  • Weekly Service Meetings
  • Weekly one on one coaching sessions
Qualifications:
  • Proven track record in management and operations
  • At least 3 years of management experience
  • Trade experience of 5 years or more in HVAC industry
  • 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
  • Engaging personality that thrives in a fast-paced, goal-driven environment
  • Highly motivated, flexible, and maintains a positive attitude
What We Offer:
  • Competitive pay with a base salary of $110,000 and a quarterly bonus structure
  • Medical, dental, and vision insurance
  • Paid Holidays, Sick and Vacation time
  • Paid Training
  • A Dedicated benefits specialist to answer all of your questions
  • ... & so much more
How to Apply:

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 your own success, then please submit a copy of your resume for consideration.