HVAC Service Manager

2 weeks ago

Vandergrift, Pennsylvania, United States LAWRENCE PLUMBING LLC Full time
Job Description

**Job Summary**

The Service Manager will be responsible for leading the HVAC service department at Lawrence Plumbing LLC. This is a key leadership role that requires a strong background in customer service, technical expertise, and sales experience.

Key Responsibilities:

  • Own and hit/exceed Team Sales and Profitability Targets
  • Provide service that exceeds customer expectations
  • Develop and execute tactical plans to achieve sales targets and to expand the company's customer base
  • Build and maintain strong, long-lasting employee team and customer relationships
  • Partner with customers to understand their business needs and objectives
  • Exceed Team qualified lead objectives for Install and/or Service (cross trade) Departments
  • Effectively communicate the Lawrence Plumbing value proposition and Core Values statements daily

Essential Duties and Responsibilities:

  • Lead and manage Team personnel in meeting and exceeding Team and Departmental goals
  • Achieve revenue, and gross-profit plans by implementing approved sales tactics and standardized processes
  • Manage Technical staff's adherence and compliance with all company policies, procedures, and processes including Core Values, attendance, performance & service standards, ethics, etc.
  • Maintains technical staff to established budget/complement by recruiting, selecting, orienting, and training employees
  • Make charge of client work order and completion verification process (in conjunction with Dispatch Department)
  • Set technical staff work schedule to ensure coverage/customer service (in conjunction with Dispatch Manager)
  • Match and assign the appropriate field tech for the work order (in conjunction with Dispatch Manager)
  • Monitor and report on sales and service performance and direct corrective action to improve any shortfall or weakness
  • Maintain technical staff job results by counseling and disciplining employees; planning, monitoring, and appraising job performance, and results

Supportive Duties and Responsibilities:

  • Match and assign Apprentice Field Experts to ensure completion of work orders and training in line with Company standards (in conjunction with Dispatch Manager)
  • Ensure the timely dispatch of field experts (in conjunction with Dispatch Manager)
  • Assess and resolve client sales/service issues and concerns in a professional demeanor
  • Consistently follow up on the details of work orders/invoices from inception to completion
  • Adjust sales pricing on a case-by-case basis following established company guidelines (in conjunction with Director of Service)
  • Develop and implement field action (sales & service) plans
  • Follow up on work results with customers to ensure satisfaction
  • Monitor and assess the performance for all direct reports with respect to company objectives and Performance Standards
  • Manage the Mentors and Mentor program to ensure development of Service Experts customer service, presentation, and closing skills to drive increased performance
  • Provide training and coaching to ensure generation of qualified leads for Install and Service (cross-trade) sales opportunities
  • Monitor and manage lead flow and bonus performance for all team members
  • Prepare and deliver periodic Employee Performance Appraisals for all direct reports as per company standards and schedule
  • Prepare and implement training programs for promotable or multi-trade experts and apprentices
  • Gain and maintain a minimum level of professional and technical knowledge in order to provide accurate and effective instruction of staff and WOW customer satisfaction levels
  • Assist Director of Service in planning and ensuring department achievement of all objectives
  • Contribute to team effort by accomplishing related Company and Departmental results as needed

Supervisory Responsibilities:

The highest level of supervisory skills required in this job is the training, coaching, and managing of technical and trade employees. This position currently has the following direct reports, but does serve as a coach and mentor for other positions

  • HVAC Install Crews
  • HVAC Service Experts
  • Apprentice Technicians

Qualifications:

The requirements listed below are representative of the qualifications necessary to perform the job.

  • A. Education and Experience
    • 1. 5+ years HVAC Experience
    • 2. 2+ years Customer Service experience (services not required but preferred)
    • 3. Some sales experience preferred (residential services not required but preferred)
    • 4. High School Diploma
    • 5. Formal Sales Training not required but helpful
    • 6. Industry technical knowledge
  • B. Certificates, Licenses, Registrations or Other Requirements
    • 1. None required
  • C. Knowledge, Skills or Abilities Required
    • 1. Customer focus
    • 2. Strong oral and verbal communication
    • 3. Relationship building
    • 4. Leadership and Employee Development
    • 5. Manage processes and compliance to company standards
    • 6. Numerical abilities to manage pricing, performance measurements, reports etc.
    • 7. Ability to execute Staffing & Training Plans
    • 8. Coaching & motivation skills
    • 9. Computer and associated software literacy
    • 10. Understanding of company policies, processes and procedures as relates to Service Department and its personnel

Performance Standards:

  • 1. Achievement of Sales (Revenue) objectives
  • 2. Achievement of profitability objectives
  • 3. Attainment of WOW Customer Satisfaction level for team
  • 4. Control of Canceled Appointments and Callbacks
  • 5. Achievement of minimum staffing levels with respect to budgeted headcount
  • 6. Completion and documentation of recruitment, training, and coaching responsibilities
  • 7. Compliance verification of assigned sales & service processes and policies
  • 8. Efficient use of company resources (headcount, trucks, equipment, etc.)

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