Service Manager

Job Description

Job Description

Description:

Primary Role:

Provide the leadership and direction necessary to:

•Deliver consistent, exceptional customer experience by meeting customer needs and commitments.

•Retain customers and build long-term customer relationships.

•Manage the on-time performance of all Agreement PM Inspections

•Work with all teams in the delivery of manpower for all the Service needs.

•Redeem the planned gross profit levels.

Gross Profit Redemption

Manage customer service, PM budgets, manpower, equipment, subcontracts, burden, warranty, and other associated areas to achieve the gross profit plan for the year.

•Customer Retention

•Lose no customer due to poor performance and/or poor communications.

•Conduct regular visits with customers.

-Immediately address any customer concern.

-Coordinate the involvement of other Midwest Mechanical personnel as required.

-Follow-up with written documentation Care Program, Customer Disputes, Collection Issues, etc. (Internal and external).

-Track your customer visits so you can assess the time spent in this area.

Maintenance Agreements

•Complete the start-up process on all new agreements.

•Manage on-time maintenance and open service calls.

•Monitor agreement gross profit performance.

-Take immediate action on agreements with poor gross profit performance.

-Recommend action to be taken upon poor agreement renewal.

Projects

•Participate in the weekly project meeting and work with the dedicated Service Project Team.

Sales Support

•Maintenance Service Representatives and Project Sales Representatives to provide hours and cost on new contract quotes.

•Supply the sales support required to obtain new customers and serve existing customers.

•Promote the generation of sales leads from field technicians.

•Review projects before quoting to customers.

Position Description

Field Personnel

•Maintain adequate, qualified field personnel to meet customer commitments with constant technical recruitment.

•Follow all pre-hire procedures, HR tests, and documentation prior to making any commitment to the candidate.

•Regularly review the field personnel to discuss their strengths and identify areas for them to develop.

•Establish and implement a training plan for field technicians.

•Maintain safety training with the field team.

•Recommend any compensation changes to the VP of Service Operations prior to committing them to the employee.

Status Reporting

•Report monthly, during the team meeting, on the status of service operations.

•Report Weekly on care visits.

•Immediately notify the VP of Service Operations and Operations Manager of any important developments/situations.

Planning

•Provide the forecasts necessary for the annual planning process and the semi-annual review.

•Complete new agreement budget and tasking within two weeks of booking. Review Agreements monthly for any errors in tasking and correct them within two weeks.

•Plan manpower needs well in advance of needs.

Vehicles

•Manage the assigned service fleet.

•Control costs and continually look for methods/ways to reduce costs – gas/maintenance.

•Submit written recommendations on additions to the fleet and for replacements to the VP of Operations.

Customer Service

•Provide responsive customer service.

•Assist the Customer Service Representatives so they can:

1. Answer service calls quickly and pleasantly,2. Gather all customer information proper scheduling and invoicing,3. Promptly schedule and effectively dispatch all service calls.4. Follow-up properly (i.e., parts ordering, etc.)

Cash Flow

•Manage the paperwork flow so that all spot and extra billings are completed weekly, and all projects’ invoicing is completed according to the agreement.

•Contact all Full-Service Agreement Customers prior to sending any invoice for extra work. Document on the file copy of the invoice the person you spoke with for approval (first and last name) and the date of the conversation.

•Participate in any operational collection issues as needed.

Systems

Provide appropriate training and directions to assure full utilization of the Mobile Tech, XOi, and Quick Quote systems to your field team.

Cooperation

Demonstrate and promote a spirit of cooperation throughout Midwest Mechanical.

Self-Improvement

•Continually look for ways to improve your personal skills and performance.

•Review any appropriate training classes, etc., with the VP of Service Operations or General Manager for discussion and approval.

Support/Future Growth

Select an individual, prepare a written training plan, and begin the training process for him or her to take over your responsibilities.

Safety

•Train all new field personnel on Midwest Mechanical’s safety program.

•Support Midwest Mechanical safety manager policies & procedures.

•Participate in Safety meetings and audits.

Special Projects

Provide the support to special projects team as needed.

Requirements:

Experience:

•Sufficient and relevant HVAC experience.

•Experience leading a team.

•Experience negotiating.

•Experience quoting HVAC work.

•Basic outlook, excel and word knowledge.

•Field systems experience a plus.