Service Manager

3 days ago

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

The Service Manager is a key role within our organization, responsible for overseeing the service department and ensuring the delivery of exceptional customer service and satisfaction. This position plays a vital role in upholding the company's reputation and driving long-term success and growth.

Key Responsibilities:
  • Develop and implement strategies to meet departmental goals and objectives, including scheduling, dispatching, purchasing, estimating, and facilitating field service revenue.
  • Supervise and direct the service support, dispatching, and scheduling staff, ensuring the highest level of utilization of the field service force.
  • Ensure the timely and accurate processing of work orders, including opening, closing, billing, cost, and margin review, and the maintenance and monitoring of all open and unscheduled work.
  • Develop and ensure compliance with internal policies regarding the processing of purchase orders, customer accounts, and inventory management and usage records.
  • Plan, assign, coordinate, and manage the service support, dispatching, and scheduling staff and functions.
  • Develop and implement plans, policies, and procedures to achieve department goals, objectives, and productivity standards.
  • Monitor company performance against established standards for exceptional customer service practices, using assessment techniques and reporting actual results against those standards.
  • Operate the department within the approved staffing and expense budgets in accordance with the predetermined profit plan.
  • Prepare labor efficiency, job profitability, and gross margin reports as defined for the analysis of field service and administrative productivity and profitability.
Supervisory Responsibility:

The Service Manager is responsible for managing subordinates in the service department, overseeing direction, coordination, and evaluation. This includes 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.
  • Ability to manage fiscal budgets and review profit and loss within the department to align with financial targets.
  • Proficient in MS Excel, MS Word, and PDF.
  • Experienced with CRM systems.
  • Well-rounded, with 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.
Job Qualifications:
  • Associates degree in a 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 able to manage multiple projects simultaneously.

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