Residential HVAC Service Manager

Residential Hvac Service Manager

Custom Air is seeking a Residential HVAC Service Manager. This position will be provided a company vehicle and based out of our Gahanna, OH office. $80,000-$105,000 commensurate with experience. Founded in 1976, Custom Air has grown into a premier contractor by believing in and delivering on the philosophy of "Doing What's Right" for our customers and our employees. Our team environment provides opportunities for our employees to continue to improve and grow while still maintaining a great work/life balance. Custom Air is proud to be part of the Air Force One Family of Companies.

The Residential Service Manager's primary responsibility will be to provide and maintain field technical support for the Company's client facilities and systems. This includes performance of field quality assurance surveys, equipment operational and performance tests, and review of trade standards.

Education and Experience: High School Diploma/GED. Technical school a plus. 10 years of experience in HVAC. 5 years of experience as a Service Manager in the HVAC field.

Required Certificates, Licenses & Registrations: EPA Refrigerant handling certification preferred. OSHA certification a plus. Valid driver's license and clean driving record and background check required.

Essential Duties and Responsibilities:

• Obtain working knowledge of Company operations, portfolio of services, policies, and procedures. Implementation and execution of those as necessary.
• Review equipment historical data, PM reports and provide insight to equipment performance trends and identify needed repairs, overhaul, or replacement.
• Responsible for the service department's performance with a wide range of HVAC activities for residential customers and is responsible for the overall profitability of the service department.
• Assist with quoting to provide coverage during vacations and times of high volume.
• Oversee the hiring, performance management, and overall staffing of Service Technicians.
• Work with technicians in the field as much as possible to provide on-the-job training.
• Resolves customers' billing issues, disputes, and provides customer with technical support.
• Coordinates service department trucks repairs.
• Monitors and reviews all service calls / PM activity daily, weekly, monthly.
• Work closely with the Service coordinators on the daily dispatching of the service technicians
• Ensures that company supplied tools and PPE are on the trucks.
• Researches and schedules technical training for service technicians and service technician assistants.
• Assists in customer accounts receivables, collections, and resolution of any issues.
• Provide support for material and equipment ordering.
• Performs service technician reviews and future progression with the company.
• Coordinates residential technician on-call schedule.
• Review and resolve customers and service technician's safety issues in the field.
• Responsible for ordering service department tools and equipment as needed.
• Assist technicians with technical issues and questions if it cannot be resolved by the team leader.
• Adheres to all company policies.
• Performs other duties as assigned.
• Work with HR on reports, testing, and all Company policies for job related safety injuries, safety violations and truck accidents.
• Assure that truck inventory is accurately tracked and periodical manual inventory.
• Review warranty invoices and claims.

Supervisory Responsibilities: Supervises Residential Team Leaders and Residential Service Technicians. Previous proven management experience required leading and growing a team.

Required Position Knowledge, Skills, and Abilities:

• Must have a complete understanding of the refrigerant cycle and have basic electrical knowledge. Must be able to work from plans customary to the trades area, including the ability to understand electrical schematics as they pertain to HVAC systems. Technician must have superior skills in the operation of most basic power and hand tools common to the HVAC trade.
• Mechanical — Knowledge of machines and tools, including their designs, uses, repair, and maintenance.
• Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Troubleshooting — Determining causes of operating errors and deciding what to do about it.
• Repairing — Repairing machines or systems using the needed tools.
• Equipment Maintenance — Performing routine maintenance on equipment and determining when and what kind of maintenance is needed.
• Operation Monitoring — Watching gauges, dials, or other indicators to make sure a machine is working properly.
• Quality Control Analysis — Conducting tests and inspections of products, services, or processes to evaluate quality or performance.
• Operation and Control — Controlling operations of equipment or systems.

Desired Computer / Software Knowledge:

• Microsoft Word (Beginner - Intermediate). Ability to generate professional correspondence.
• Microsoft Excel (Intermediate - Advanced). Ability to create formulas, pivot tables, import/export to and from databases.
• Microsoft Access (Beginner).
• Microsoft Outlook
• Accounting Software (Sampro, QuickBooks, Peachtree, Great Plains, etc.)
• CRM software (Connect, Salesforce, etc.)

Without exception, every associate at Air Force One will have Integrity, Humility, be Intelligent and Hungry.

• Integrity means being honest in every interaction and working tirelessly to keep our promises.
• Humility is the opposite of arrogance. It is the badge of self-confidence and empathy for others.
• Intelligence is both emotional and intellectual. Our associates are excellent communicators, critical thinkers, display mental curiosity and a commitment to lifelong learning.
• Hunger is in the heart of champions. It is the will to win, the passion to overcome obstacles and the ability to savor success.

Additionally, Air Force One associates aspire to demonstrate Professionalism and Quality Performance in their behavior at all times with fellow associates, customers, vendors, and the general public.