Summary of Organizational Role:
The HVAC Operations Manager is a Full-Time in Office & On-Site position. You will be responsible for overseeing the technical performance, mentoring technicians, and ensuring exceptional customer service. You will also identify sales leads and communicate them to the relevant personnel, calculate costs for service repairs, and follow up to ensure a prominent level of customer satisfaction with services provided.
Role is Accountable for:
- Coordinating with the dispatch team to ensure technicians are assigned to appropriate jobs.
- Perform regular audits for Quality, Profitability and Customer Satisfaction.
- Assisting service technicians with parts research as needed.
- Providing technical expertise and pricing for proposals on repairs and retrofits.
- Meeting with customers who have service issues and negotiating prices and service solutions.
- Providing feedback to technicians on performance in the field.
- Ensuring service technicians are following an efficient process for stocking vans with inventory.
- Provide training and technical manuals to technicians on current products sold by the company.
- Follow up Residential and Commercial installation and
- Follow up with service customers on the sales of Planned Service Agreements or Company Agreements.
- Assist dispatch team with scheduling service calls while ensuring crews are productive every day.
- Coordinating with the dispatch team on distribution of customer surveys.
- Review technician performance, productivity, and call back levels and communicate performance issues to the Technician Training & Development Manager and/or the SSID General Manager.
- Perform employee performance reviews of technicians and dispatches within the Service Division with input from employee’s direct supervisors.
Role Authorities:
- Forecast necessary staffing levels to ensure smooth workflow for department.
- Maintain on-call list, approve overtime, and schedule after hours work as necessary to meet urgent and emergency situations.
- Review job assignments and recommend personnel changes to promote efficiency and ensure training plans are met.
- Authorizing expenditures by technicians in emergency situations.
- Coaching, mentoring, developing, and evaluating team members.
- Recommend training, development, and discipline of technicians.
- Recommend opportunities for prefabrication, work standardization, and streamlining of work processes to increase efficiencies.
- Approve all negotiated solutions to customer complaints and problems that are within cost projections and scheduling constraints.
Competencies Required for Successful Role Accomplishment:
- Planning and accomplishing tasks to meet deadlines
- Attention to detail
- Work as productive member of the Division team
- Advanced knowledge of office administration tools
- Organizing and planning work tasks to achieve efficiencies
- Reading and comprehending technical documentation
- Clearly communicating requests for assistance to team members
- Coaching and mentoring team members
- Adapting to changing work priorities and deadlines
- Solving problems and completing assignments independently
- Read and interpret company financial statements
- Participating as a productive and cooperative member of the team
Education:
- AA Degree in Business Management
- HVAC or Plumbing Technical Training Certification
*Or equivalent education and experience demonstrating the ability to successfully accomplish the role*
Certification Requirements:
- Valid Alaska Driver’s License
- Universal Refrigerant Card (Preferred)
- Journeyman’s License in Sheet Metal or Plumbing (Preferred)
Experience Requirements:
- Four years’ experience in the field as an HVAC Technician
- Five years of Service Supervisory or Management experience within a service company (Required).
- Completion of certified apprentice or technician educational program (Strongly Preferred).
- Five years of supervisory experience for an HVAC or Mechanical contracting company (Strongly Preferred).
Physical Requirements and Environmental Characteristics:
- Moderate to loud noise and distractions on work site
- Lifting up to 50 lbs.
- Working outside in extreme weather conditions
- Working in confined spaces
Pay: $125,000.00 - $150,000.00 per year
Work Location: Hybrid remote in Anchorage, AK 99501
