Service Manager - Charleston, SC

Service Manager

Total Comfort Solutions is actively seeking a Service Manager to join our dynamic team. In this role, you will lead and manage staff to achieve or exceed departmental objectives while fulfilling contractual commitments to clients in a timely and high-quality manner. In addition to leading the service team, this position will also be responsible for overseeing and coordinating project work.

Primary Responsibilities

Gross Profit Redemption:

• Oversee business processes and staff to ensure gross profit redemption.
• Conduct Start-Up Meetings for all new contracts with relevant personnel.
• Perform periodic Preventative Maintenance checks to ensure quality and provide necessary training for staff.

Management:

• Delegate and organize work according to position descriptions and procedures, fostering mutual agreement on objectives.
• Audit staff performance, follow up effectively, and recommend personnel actions such as hiring, firing, promotions, and compensation.

Embracing Dynamiq:

• Apply business acumen to streamline operations, improve efficiency, and enhance profitability.
• Maintain professional business attire that reflects the company's commitment to excellence.
• Lead, facilitate, and present in strategic meetings with key decision-makers.
• Quickly learn and integrate new tools, technologies, and software, staying updated with emerging trends.
• Embrace new methods beyond traditional Service Manager duties.
• Communicate clearly and effectively across all organizational levels.
• Demonstrate a strong desire to learn and grow, with a passion for discovering new concepts.
• Identify inefficiencies and develop solutions to streamline operations while maintaining high-quality standards.
• Addressing customer needs and concerns positively and professionally.
• Lead and develop people, fostering individual and team growth.
• Live out the Dynamiq behaviors.

Field Labor Utilization:

• Establish and monitor guidelines for field labor requirements, recommending changes based on the annual operating plan and performance.
• Ensure technical capabilities of the field force align with current contractual commitments and market needs.

Time Management/Planning:

• Ensure proper staffing, training, tools, test equipment, systems, and procedures are in place for cost-effective, high-quality work completion.
• Oversee the department vehicle fleet to ensure proper maintenance, cleanliness, and orderliness.

Service Projects:

• Audit required documents before starting work, ensuring all pertinent information is included.
• Ensure personnel are well-informed about the scope of work and perform project work as required.

Project Responsibility:

• In a location where there is no Project Manager in place, the Service Manager will also manage and oversee Commercial and Industrial HVAC projects from inception to completion.
• Coordinate with clients, subcontractors, and team members to ensure project requirements are met.
• Develop and maintain multiple project schedules and budgets.
• Provide technical support and guidance to the project team.

Sales Participation:

• Promote new business and upgrade existing agreements by directing staff to generate and report leads and sales opportunities.
• Support the sales force on calls as needed.

Status Reporting:

• Conduct regular status reporting and review meetings with staff and managers.
• Compile information, combine with personal observations, and make recommendations to the General Manager/Operations Manager on service operations.

Company Relations:

• Build productive working relationships with managers, supervisors, staff, field, and other personnel to influence decision making regarding purchasing, scheduling, and accounting.
• Promote trust and team spirit by exercising an open-door policy and actively seeking to build rapport with coworkers and staff.

Training:

• Motivate and train staff, developing and implementing programs to improve individual and group skills.
• Ensure technical capabilities of the field force align with current contractual commitments and market strategy.

Continuous Recruitment:

• Promote professionalism and pride to attract high-promise human resources.
• Build and maintain a network of contacts, creating a central candidate/source file of potential recruits and sources.

Systems and Programs:

• Regularly review operating policies, procedures, and methods, ensuring compliance throughout the department.
• Measure the effectiveness of existing programs, identify problems or weaknesses, and recommend new methods or corrective actions.

Documentation:

• Train, direct, and evaluate staff in the proper, accurate, and timely completion of all paperwork, ensuring compliance with company standards.

Purchasing:

• Oversee purchasing activities to ensure best practices and full utilization of LINC Contracts.

Cash Flow:

• Direct staff to close all completed jobs and expedite billing, regularly monitoring billings to ensure maximum cash flow.

Codes, Standards, and System Requirements:

• Understand mechanical systems, appropriate codes, and industry standards, ensuring permits are secured where applicable.
• Direct staff to provide design assistance to the sales force as requested.

Agreement Escalation/Salvage:

• Direct staff to understand clients and market forces to support the sales force in effectively selling price escalations.
• Support the sales force in responding promptly to cancellation notices and developing well-researched salvage plans.

Safety:

• Promote and maintain a safety-first culture throughout all service operations.
• Ensure compliance with regulatory requirements, company safety policies.
• Conduct or participate in regular safety meetings and toolbox talks with field staff.
• Ensure technicians are properly trained and equipped to safely perform assigned duties, including proper PPE and tool usage.
• Monitor safe driving practices and oversee vehicle safety compliance.
• Perform periodic field safety audits and jobsite inspections to identify and correct unsafe conditions or behaviors.
• Ensure timely reporting and investigation of incidents, injuries, and near misses.
• Support employee accountability for maintaining a safe work environment and reporting safety concerns.

Customer Relations:

• Manage client relationships effectively by promptly addressing complaints and taking actions to maintain and strengthen long-term partnerships.

Special Projects:

• Provide support for special projects assigned by your manager, which may or may not become part of the primary responsibilities.

Knowledge and Skill Requirements

• Associates and/or bachelor's degree, Technical/Business or equivalent
• 8-15 years proven experience in a Service and Project Manager role
• Strong understanding of industry codes and standards
• Solutions-minded
• Demonstrated ability to control costs
• Strong written and verbal communication skills
• Ability to confront various behaviors and solve workplace issues
• Ability to motivate team to meet goals and objectives
• Ability to foster a team environment

Work Life:

We have a great work/life balance. We understand the importance of family time and the amount of work our technicians do for us.

Environmental and Physical Conditions:

Working conditions are typical for the field of HVAC which include regular exposure to weather conditions and require a high level of physical activity as outlined below. Operating power or hand tools and a motor vehicle is required.