Head of Client Support Services

Summary The Service Manager is responsible for the overall business results for their assigned team(s) and for the safety and supervision of service technicians who accomplish the repair, retrofit, or replacement of environment comfort systems. Additionally, this role is responsible for training and developing HVAC field technicians.
Job functions and duties Implements and evaluates area safety needs/requirements to provide feedback and recommendations to service technicians following company safety policies. This position is responsible for revenue growth in all lines of business including but not limited to demand work, service agreement scope increase opportunities, and service project opportunities gained through technician team. Responsible for a minimum of 92% renewal rate on service agreement base. Responsible for achieving the overall financial goals and targets on entire portfolio. Responsible for training and developing HVAC field technicians. Supports HVAC field technicians by providing technical advice and offering guidance. Provides oversight in scheduling, organizing, and dispatching HVAC field technicians by leading the branch administrative team. Working with the administrative team closely so that all metric goals are met. Ensures that every work order has the appropriate parts and materials to execute the job. Represents the company by serving as a direct customer contact. Serves customers by answering questions, responding to special requests, and helping them make key buying decisions. Prepares for on-site installations and repairs by examining building layout, anticipating difficulties, gathering materials, and coordinating on-site work as necessary. Consolidates reference information by collecting, organizing, and assembling data for reports, presentations, and/or special projects. Identifies, analyzes, and quotes equipment repairs at customers’ locations. Reviews service profitability report monthly to identify services performing below targeted gross margins and identify problems or areas for improvement to initiate appropriate steps for implementation. Other duties as assigned by supervisor or as necessary by customer. All facets of responsibility for service teams, (i.e. hiring, training, directing, mentoring). Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Conducts performance reviews, and rewards and disciplines employees as necessary. Addresses internal/external complaints and resolves problems.
The requirements listed below are representative of the knowledge, skill and ability required of a Service Manager. Problem solves using data and analytics. Technological proficiency to include company software and programs. Ability to deal diplomatically and communicate effectively with internal and external customers. Flexibility to work overtime and occasional weekends (as needed). Infrequent overnight travel may be required. Education and Experience Must have in-depth knowledge of various HVAC products, systems, electronics, and building controls. At least 5 years of experience in HVAC Service. Bachelor’s degree (preferred), or associate degree or equivalent from two-year college or technical school with a certificate in Heating, Ventilation, and Air Conditioning. Strong Excel and other Microsoft Office skills.
Company Background #Envirotrol EAS is the leading HVAC Volumetric Modular Manufacturer and the # 1 Mechanical Contractor in the Southeast United States. Skilled in producing on-site and off-site systems, as well as modular facilities, we serve many mission-critical sectors. Envirotrol is the expert in DDC and PLC Building Automation and HVAC/R mechanical services in the Carolinas providing solutions to control, optimize, and maintain some of the largest international corporations and facilities in the region. Combined we are vertically integrated and serve markets such as Healthcare, Pharmaceuticals, Biotechnology, Industrial Manufacturing, Power Generation, and Mission Critical Data Centers.

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