Service Manager

A FirstCall Mechanical Company

SERVICE MANAGER

Location: Asheville, NC

WHO IS FIRSTCALL MECHANICAL?

R&W is a commercial and industrial HVAC services company based in Asheville, NC. Founded in 1958, R&W partnered with FirstCall Mechanical in 2023.

FirstCall Mechanical is a leading provider of commercial and industrial HVAC, building controls, electrical, and plumbing services. FirstCall serves a wide array of facility and customer types, including distribution centers, industrial plants, universities, airports, healthcare facilities, self-storage units, and more. With approximately 700 employees across Ohio, New York, Virginia, Tennessee, North Carolina, South Carolina, Georgia, Florida, and Texas, FirstCall is committed to building durable partnerships. The company is actively expanding its operations nationwide and partnering with organizations that share its dedication to quality and customer satisfaction.

FirstCall Mechanical not only partners with companies to nurture growth in the market, but also provides equal focus on employee growth and development as well. We believe when YOU succeed, we all succeed, so we strive to be the first call for talented team members who want a career, not just a job.

BENEFITS OVERVIEW

FirstCall Mechanical values our employees' well-being, growth, and success! Employees are offered a robust benefits package, including:

• Competitive Weekly Pay
• Comprehensive Healthcare Coverage - Medical, Dental, Vision, + More (Includes some 100% Company-paid plans)
• Financial Resources - 401(k) Retirement Savings Plan with a 5% match, Life Insurance, Short & Long-Term Disability
• Time-Off & Holidays - Up to 4 weeks of Paid Off, 9 Paid Holidays + Veterans Day for Veterans
• Career Growth & Development - Company-sponsored education and career advancement programs like the FirstCall Academy, the Learning & Education Assistance Program (LEAP), and the FirstCall Progression Program
• Generous Referral Bonus of $2,500 per referral
• Role-Specific Perks - Company vehicle or allowance, mobile phone or phone allowance, uniforms, and work boot allowances

POSITION OVERVIEW

We are currently seeking an Service Manager that will maneuver day-to-day business of the service department. High quality, timely, and on budget completion of service projects, maintenance agreements and system repairs is the primary responsibility of this position.

JOB RESPONSIBILITIES

• Manage and develop the staff, which includes hiring, terminating and disciplining of employees, scheduling employees, setting work priorities, conducting staff meetings, counseling employees, evaluating performance and directing work assignments to ensure effective use of resources and customer satisfaction
• Assess the skills and abilities of technicians to ensure appropriate work assignments and identify abilities and training needs
• Assist in developing training and work procedures
• Identify opportunities for team improvement, set a plan for achieving customer satisfaction and sales goals, and coach accordingly
• Assist the dispatching operation to ensure appropriate technician selection for type of service
• Resolve customer issues and complaints to ensure customer satisfaction
• Hold regular 1-on-1 meetings with team members to review performance and progress towards goals
• Ensure that materials and equipment are ordered and dispensed for scheduled jobs
• Generate reports and measures of departmental operations as well as records all inventory, tools and vehicles and reviews reports with management
• Instruct technicians on proper use of materials and quality workmanship
• Verify ongoing training of Technicians
• Full financial responsibility for assigned department operations
• Ensure company goals are met monthly
• Identify and communicate where improvements can be utilized
• Ensure that employees have proper tools for the job and that they are properly maintained
• Monitor preventive maintenance of vehicles to ensure proper operation
• Oversee facility and equipment maintenance, ensuring that assets are protected and controlled. Maintains an organized, clean and safe work area
• Observe IES safety rules and regulations in the performance of duties, Respond to Technician accidents, following safety policy and all drug testing procedures
• Run service and maintenance calls, and provide technician support when needed
• Keep track of maintenance contracts and frequencies of service. Makes sure all maintenance contracts are completed on time. Keeps track of the hours spent on contracts, and make sure we do not go over any hours on them
• Answer questions from the technicians about jobs, procedures, or assist with technical questions
• Source parts and pricing and prepare service repair quotes and send to customers for approval
• Create and manage service repair projects as they are approved until the completion of the project
• Expected to work after hours when needed or asked by supervisor. May need to assist a technician after hours
• Able to multitask and make sure work is done properly and efficiently
• Exemplify and maintain a commitment to a high level of customer service for yourself and the department
• These duties may not be all inclusive and can be changed without notice

ACCOUNTABILITIES

• Strategic Planning and Execution
• Operational Management
• Leadership and Team Management
• Business Management

ORGANIZATIONAL ALIGNMENT

This position will report to the Branch Leader and has responsibility to the service team.

Qualifications

• Valid driver's license
• Must be comfortable with computers and Microsoft Office applications
• Minimum 5-7 years of management experience, or field experience with supervisory responsibilities
• Previous experience leading a safety-focused culture
• Previous experience managing P&Ls
• Previous experience estimating and presenting service quotes
• Active EPA certificate

BEHAVIORAL PROFILE

Strategic Skills

Ability to learn new skills and knowledge. Ability to understand concepts and complexity comfortably. Open to change and will try anything to find solutions. Able to handle uncertainty and make decisions without knowing the whole story

Operating Skills

Ability to discern between tasks to determine how best to accomplish goals and organize task/people assignments to get results in a timely way. Ability to figure out processes and simplify them in order to maximize workflow.

Behavior Skills

Ability to manage people and situations when conflicts arise. Ability to seize opportunities with the drive to complete goals.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Mental stamina for problem solving and prioritizing multiple tasks.

Personal and Interpersonal Skills

Ability to establish and grow relationships with customers through effective verbal and written communication. Dedicated to the needs of the customers, manufacturers and peers and has the patience to actively listen to all business partners. Able to solve problems and skillfully negotiate with a minimum of noise while managing stress. Demonstrates integrity and trust through appropriate directness and truthfulness. Ability to understand personal strengths and weaknesses, seek feedback and improve upon shortcomings.

Environmental Requirements

Will be required to work in a field environment, traveling to multiple customer sites on a daily basis.

Physical Demands

While performing the duties of this job, the employee is regularly required to use hands to operate the computer keyboard and telephone, reach with hands and arms. The employee frequently is required to stand, walk, and sit. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

FirstCall does not accept unsolicited resumes, employment applications or inquiries from recruiters, employment agencies or individual job seekers. Applicants who are selected to proceed to the next stage of FirstCall’s process will be contacted directly by a member of our team. Please note that we are unable to provide individual feedback to all applicants. Applications will stay active in our system for 60 days, and after 60 days applicants will need to reapply for the role.