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Residential Operations Manager

2 months ago

Chillicothe, Ohio, United States Accurate Mechanical Inc Full time
Job Overview

The Residential Operations Manager is responsible for overseeing all functions of the home service department. This role includes managing daily operations, ensuring the efficiency of service technicians, and maintaining strong customer relationships.

Reporting Structure: Reports directly to the Residential Vice President.

Key Responsibilities:

While this list is not exhaustive, it outlines the primary duties expected in this role:

Daily Responsibilities:

  • Strive to achieve or surpass revenue, profitability, and growth objectives for the service department.
  • Ensure all service technicians receive adequate training to enhance their skills and knowledge.
  • Implement a strategy to utilize junior technicians for routine maintenance and assign more complex tasks to experienced technicians.
  • Collaborate with Human Resources to schedule optimal training sessions throughout the year.
  • Support a structured training program for field staff, emphasizing cross-training between service and installation departments to cultivate robust service skills across all regions.
  • Establish and enforce service inventory policies and pricing strategies.
  • Provide technical assistance to service technicians as needed, whether via phone or in the field.
  • Work alongside the Customer Service Team to prepare for seasonal business fluctuations by promoting maintenance contracts to all clients.
  • Aim to meet Service Agreement sales targets.
  • Monitor and analyze technician callbacks, developing strategies to minimize these occurrences.
  • Create a plan for after-hours service through a coordinated on-call schedule.
  • Screen, hire, and conduct annual evaluations for all service technicians.
  • Enhance recruitment efforts by building relationships with local vocational training institutions.

Weekly Responsibilities:

  • Review the Technician Service Billing Summary report.
  • Assess customer satisfaction levels.
  • Track and approve service technician commissions.
  • Oversee the warranty claims process in collaboration with the Purchasing Agent.

Monthly Responsibilities:

  • Conduct a full-day job shadow with one service technician each month, ensuring that all technicians have the opportunity for a shadow day with the manager at least once a year to evaluate their skills and competencies.
  • Review and manage standard inventory levels for service van supplies.

Qualifications:

  • High school diploma or equivalent is required; a Bachelor's degree is preferred.
  • A minimum of 10 years of experience in the HVAC industry, including at least 5 years as a technician.
  • Exceptional communication skills are essential.
  • Must obtain and maintain OSHA 30 certification.
  • Possess EPA 608 Universal certification.
  • A valid driver's license is required.