Refrigeration Service Operations Manager

2 weeks ago

Phoenix, Arizona, United States TDI REFRIGERATION Full time
TDI REFRIGERATION IS NOW HIRING

Job Title: Refrigeration Service Operations Manager

Location: Phoenix, AZ

Company Overview: TDI is a vibrant and swiftly expanding refrigeration enterprise committed to excellence, integrity, and a generous ethos. We take pride in our cohesive team and our ability to deliver tailored solutions, and we are in search of a seasoned Refrigeration Service Operations Manager to enhance our operational achievements.

Position Overview: In the role of Refrigeration Service Operations Manager, you will oversee and direct the refrigeration and air conditioning service division at TDI Refrigeration. Your responsibilities will include leading a group of service technicians, coordinating service activities, and ensuring the provision of top-notch refrigeration services to our clientele. You will be instrumental in upholding customer satisfaction, enhancing service efficiency, and meeting organizational goals.

Key Responsibilities:

Team Leadership and Management:
  • Guide, mentor, and oversee a team of refrigeration service technicians, offering direction, training, and support to ensure optimal performance and professionalism.
  • Establish clear performance expectations, set objectives, and assess individual and team performance through regular evaluations and feedback sessions.
  • Encourage a positive workplace culture that fosters teamwork, accountability, and ongoing improvement.
Service Operations Management:
  • Manage the daily operations of the refrigeration service department, including scheduling, dispatching, and prioritizing service requests.
  • Collaborate with clients, sales representatives, and other departments to arrange service appointments, address issues, and fulfill customer needs.
  • Enhance service workflows, implement best practices, and leverage technology tools to streamline service delivery processes.
  • Conduct field inspections 2-3 days per week to review team sites, ongoing projects, and job initiation meetings.
  • Regularly check the quote queue to ensure proper status and filing, and follow up with the field on progress and assist with generating work.
  • Review accounts receivable and invoices over 60 days and reach out to secure payments.
  • Conduct two quality assurance audits monthly.
  • Hold monthly one-on-one meetings with direct reports and assign skill development tasks.
  • Monitor preventive maintenance completion for the department and coordinate with Field Supervisors to finalize work orders.
  • Engage with each direct report monthly in person.
  • Ensure Field Supervisors achieve preventive maintenance completion and close work orders older than 14 days.
  • Evaluate billable hours to ensure technicians maintain a rate above 90%.
  • Review preventive maintenance agreements and contract renewals as necessary, collaborating with the Business Development Department to provide customer updates.
  • Manage and oversee customer budgets annually, providing clients with budgetary and project information.
  • Conduct annual visits to key accounts to assess satisfaction and needs.
  • Review projects and jobs pre- and post-completion to ensure quality assurance, accuracy, and budget adherence.
  • Ensure safety and compliance standards are upheld at all sites, reviewing compliance audits, PHA's, CARB/AQMD documentation, and log sheet entries.
  • Assess account routes and assign appropriate technicians, verifying hour averages and staffing accordingly.
  • Oversee the fleet manager's scheduling and ensure fleet maintenance meets standards.
  • Manage truck stock inventory and ensure tools are adequate.
  • Review truck stock requirements and needs.
  • Participate in weekly operations calls to provide insights on departmental needs, solutions, and staffing.
Customer Relations:
  • Act as the primary liaison for key clients, addressing inquiries, resolving escalations, and ensuring high levels of customer satisfaction.
  • Build and maintain strong client relationships through proactive communication, regular site visits, and responsiveness to their needs.
  • Work with the sales team to identify opportunities for upselling, cross-selling, and expanding service contracts with existing clients.
Technical Expertise and Support:
  • Offer technical support and guidance to service technicians in diagnosing complex refrigeration issues, troubleshooting problems, and implementing effective solutions.
  • Stay informed on industry trends, new technologies, and best practices in refrigeration engineering and service management.
  • Conduct training sessions and workshops to enhance the technical skills and knowledge of service team members.
Quality Assurance and Compliance:
  • Ensure all refrigeration service activities comply with safety regulations, industry standards, and company policies.
  • Perform regular quality inspections and audits to evaluate service technician performance, identify areas for improvement, and implement corrective actions.
  • Maintain accurate records of service activities, including work orders, service reports, and equipment maintenance logs.
Financial Management:
  • Monitor and manage the financial performance of the refrigeration service department, including budgeting, forecasting, and expense control.
  • Review service contracts, pricing structures, and service agreements to ensure profitability and alignment with company objectives.
  • Identify opportunities to increase revenue, reduce costs, and enhance operational efficiency through process optimization and resource allocation.

Qualifications:
  • Bachelor's degree in mechanical engineering, refrigeration technology, or a related field (preferred).
  • Proven experience (typically 7+ years) in refrigeration service management or a similar leadership role.
  • Strong leadership, communication, and interpersonal skills, with the ability to motivate and inspire a diverse team.
  • In-depth knowledge of refrigeration systems, equipment, and components, as well as relevant regulations and industry standards.
  • Experience with service management software, scheduling tools, and other technology platforms used in service operations.
  • Excellent problem-solving abilities, decision-making skills, and attention to detail.
  • Certification or licensure in refrigeration engineering or HVAC-R technology may be required, depending on specific job requirements and regulatory standards.
  • Certifications in relevant technical disciplines are required. Holding and maintaining HAZWOPER, RETA CIRO certification (Refrigeration), Universal EPA 608, and any additional certifications required for start-up, commissioning, warranty submittals, etc.

This job description outlines the essential responsibilities and qualifications for the Refrigeration Service Operations Manager role, emphasizing leadership, technical expertise, customer relations, and operational management skills. Actual job requirements may vary based on company size, industry sector, and specific organizational needs.

About TDI REFRIGERATION:

TDI Refrigeration is an industrial refrigeration and commercial air conditioning company founded in 1999. We build, design, and service industrial refrigeration and commercial air conditioning systems in Southern California, Central California, Phoenix, Denver, and Dallas/Fort Worth area. We believe in doing things better than right, having a strong moral compass, and bringing a generous spirit.

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