Service Manager

1 month ago

Branford, Connecticut, United States Yanmar America Corp Full time
Service Manager Job Description

The Service Manager is responsible for overseeing the overall direction and supervision of the service department. Key responsibilities include meeting departmental goals, scheduling, dispatching, purchasing, estimating, and facilitating field service revenue. Additionally, the Service Manager plays a vital role in delivering exceptional customer service and satisfaction, upholding the company's reputation.

Key Responsibilities:
  • Performs and/or supervises the process of scheduling all preventative maintenance and service calls and ensuring the highest level of utilization of the field service force.
  • Ensures the timely and accurate processing of work orders including the opening, closing, billing, cost and margin review, and the maintenance and monitoring of all open and unscheduled work.
  • Responsible for developing and ensuring compliance with internal policies regarding the processing of purchase orders, customer accounts and inventory management and usage records.
  • Plans, assigns, coordinates and manages the service support, dispatching and scheduling staff and functions.
  • Plans and directs the work of support functions to include hiring, training, assigning, planning and reviewing output and performance of subordinates.
  • Ensure that employee evaluations, reviews, and KPI goals are completed on time and conducted objectively.
  • Monitor staff performance, providing training and coaching to subordinates to enhance their performance and support their development.
  • Implements and evaluates plans, policies, and procedures to achieve department goals, objectives, and productivity standards.
  • Monitors company performance against established standards for exceptional customer service practices by using assessment techniques and reporting actual results against those standards.
  • Operates the department within the approved staffing and expense budgets in accordance with the predetermined profit plan.
  • Prepares a variety of labor efficiency, job profitability and gross margin reports as defined for the analysis of field service and administrative productivity and profitability.
  • Oversees the coordination of communication between the Installation and Service Departments. Make certain that these methods provide a workflow that is properly controlled and implemented throughout the process.
Supervisory Responsibility:

Manages subordinates in the service department, overseeing direction, coordination, and evaluation. Responsibilities include interviewing, hiring, training, planning, assigning work, appraising performance, promoting, rewarding, disciplining employees, and resolving complaints.

Knowledge, Skills and Abilities:
  • Strong working knowledge of HVAC trade
  • Capable of supporting field team with technical support when needed
  • Ability to manage fiscal budgets
  • Review profit and loss within department to align with financial targets
  • Proficient in MS Excel, MS Word, and PDF
  • Experienced with CRM systems
  • Well-rounded, demonstrates creative problem-solving abilities
  • Possesses excellent listening, oral, and written communication skills
  • Must be able to organize, prioritize, and manage multiple tasks and projects effectively
  • Capable of working under stringent deadlines while upholding exceptional attention to detail
  • Exhibits honesty, integrity, and a strong desire to succeed
  • High energy, self-motivated, and proactive, marked by a positive attitude and willingness to persevere
  • Interacts with others in a respectful and professional manner
  • Ability to build and maintain effective working relationships at all levels of the organization, and work with a diverse group of people
  • Must be able to foster a sense of teamwork
Job Qualifications:
  • Associates degree in related field.
  • 10 years' experience in HVAC system service with strong working knowledge
  • 5 years' experience in supervising HVAC technicians.
  • Proficient in all elements of HVAC Installation and Service.
  • Proficient in Microsoft Word and Excel.
  • Values Respect, Teamwork, Flexibility, Learning, Community Minded.
  • Accountable for and to others.
  • Customer oriented.
  • Exceptional listening skills combined with outstanding written and verbal communication abilities
  • Creative, logical, and self-driven with high standards for quality, along with honesty, integrity, and a strong desire to succeed. High energy, self-motivated and proactive.
  • Self-directed, extremely organized and can manage multiple projects simultaneously.
  • Able to work on very tight timelines while maintaining excellent attention to detail.

Yanmar America Corp is an Equal Opportunity Employer.

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