Residential HVAC Service Manager

Benefits

• 401(k) matching
• Competitive salary
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Paid Training
• Careers Advancement Opportunities
• Flexible Scheduling
• Competitive Compensation
• Year-Round Work
• Spiffs, Rewards, & Employee Contests

The Service Manager reports to the General Manager, and is responsible for the management, administration, growth, and profitability of the Service Department, including responsibility for the applicable sections of the corporate strategic plan.

Initiative, decisiveness, tact, integrity, judgment, leadership skills and technical knowledge are essential to achieving departmental and corporate goals. Job-related contact can occur virtually with all demographic groups, with the majority of daily contacts being with Controlling Systems employees and departmental customers. Representative duties include:

Responsibilities

• Planning, organizing, controlling, and coordinating all aspects of the Service Department.
• Training designated employees in proper servicing procedures, practices, and promotion of the Controlling Systems customer satisfaction guarantee philosophy.
• Scheduling jobs according to the expected complexity of the call against the experience and ability of the available technicians.
• Working with the Accountant and the General Manager on the collection of problem accounts. Negotiating credit when necessary to build the customer base. Overseeing open account customers when credit limit has been exceeded.
• Working with other Department Managers, the Owner-Team and the General Manager in support of the corporate goals, mission and vision.
• Resolving customer complaints in a timely, efficient and cost-effective manner, projecting a professional and customer-friendly attitude.
• Working with suppliers on issues pertaining to parts performance, reliability, pricing and availability.
• Providing annual performance appraisals for all Service Department employees.
• Performing related management-level duties as directed by the General Manager.
• Managing equipment, special tools, vehicles and parts needs for the Department.
• Managing the necessary administrative records and controls to protect the interests of the corporation and the customer, to include prompt and accurate invoicing.
• Implementing quality control procedures for the Service Department to ensure optimal customer service, efficient use of equipment and time, and meeting of departmental strategic and budgetary goals.

Job Qualifications

• Five or more years of combined practical and academic experience in the full range of HVACR sub-fields, including the experience to analyze a typical field situation and provide a timely, correct solution, with at least 3 years of it in a supervisory capacity.
• Ability to negotiate orders with suppliers to ensure prompt and timely receipt of material as well as the best price.
• Excellent oral and written communications skills, including the ability to work with all personnel levels, customers and suppliers.
• A good understanding of marketing and sales techniques for HVAC systems, equipment and services.
• Possess the physical ability, initiative and knowledge to visit technicians and customers on job-sites for the purpose of demonstrating leadership, achieving rapport, providing superior customer service, and providing support and advice to technicians.
• Ability to market and sell service jobs, contracts, and bids face-to-face and on the phone.
• Be able to comprehend and implement applicable federal, state, and local government laws, rules and regulations, as well as corporate policy and philosophy.
• Possess current (state) driver’s license and the ability to drive all types of vehicles in the corporate fleet within six months of initial employment. Incumbent must be insurable by current Controlling Systems insurance carrier.
• Excellent leadership and supervisory skills to motivate his/her employees to higher achievements and to keep the departmental morale high.
• Demonstrated ability to quickly learn new software and technology, with proficiency operating a computer.