Head of Customer Service (Remote)

Piedmont Service Group has been providing HVAC services to clients in NC, SC, and VA since 1971!

We are currently looking for a Service Manager to join our team in Danville, VA. The Service Manager reports to the Vice President/General Manager - Greensboro and leads the service team in Western VA.

As a Service Manager for Piedmont Service Group, you will be responsible for the following:

Providing exceptional customer service to our customers by meeting or exceeding customer requirements and commitments through the management and optimization of company resources (skilled manpower, materials, tools and equipment).

Implementing service and business processes (best practices) and assisting in continuous improvement of these processes.

Managing a team of experienced HVAC Service Technicians, including the recruitment, development/training, goal setting, management, and performance management.

Supporting the service coordinators with scheduling and technician assignments as well as repair quote review.

Facilitating all in-house training vendor training and continuing education.

Quality control through jobsite visits and process audits.

Responsible for all company assets including tools, trucks, trailers and equipment.

Retaining existing customers through escalation, relationships, and negotiation.

Supporting support emergency unit replacement projects.

Driving efficiency in preventative maintenance programs, emergency service, and service quotations.

Excellent customer service skills that help drive customer loyalty.

Experience supervising local and remote field service technicians to optimize their customer assignments, skills, and productivity.

The ability to leverage appropriate communication strategies (email, phone call, etc.) to be highly effective at managing customer expectations on a proactive basis. Must also leverage this same skill set to work through customer conflict/concerns.

Must have a broad knowledge of service and startup of commercial and industrial HVAC equipment and Building Automation System applications.

A strong foundation for technical troubleshooting and the ability to make good business decisions.

Strong organizational and follow-up skills to provide timely feedback to customers and assign resources.

Effective delegation skills to meet/exceed customer expectations and help develop skills of employees.

Experience with Microsoft Office (Outlook, Excel, Word) and MobileTech service management tools and apps.

Valid driver's license and clean driving record.

Primary residence within 30 miles of Danville Office.

Must have a valid driver's license and clean driving record

Must have at least 2 years managing service coordinators/dispatchers

Must have at minimum of fifteen years of experience working for a commercial service HVAC company.

High School Diploma plus 2 years of education post High School or equivalent experience.

Piedmont Service Group is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, sexual orientation, national origin, disability or status as a protected veteran.

For a confidential consideration, please forward resume to: View email address on click.appcast.io visit our website at:

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