JOB DESCIRPTION
Position: HVAC Service Manager
Reports to: Director - HVAC Division
Status: Exempt Full-time
Salary Range: $70k - $90k
ESSENTIAL FUNCTIONS- include and are not limited to:
The HVAC Service Manager is responsible for working with our Service Technicians and Installation teams to provide leadership, guidance & technical support, on-site training & development and any other support that they may need to perform their job to the best of their abilities while maintaining or exceeding company standards. Is responsible for working with HVAC staff on communications and implementation of standard operating procedures and best practices for their region. This position will require time in the field in support of field staff for training, in areas that require special attention and may be asked to work in a back-up roll or for assistance in the field as needed. Is responsible directly and/or indirectly for HVAC Service Technicians, HVAC Installers, HVAC CSR?s/Dispatchers, HVAC Service Parts Coordinators.
MANAGEMENT RESPONSIBILITIES- include and are not limited to:
- Work with our Customer Service Team to oversee and coordinate completion of all Service Technician?s and Installers daily tasks per their current job description. Includes proper skill matching, efficient routing, providing information, tools and necessary materials to complete their jobs.
- Work with technicians and installers to ensure needed tools, parts, and inventory are matched with the work being done in the field to help reduce waste and increase efficiencies.
- Be a direct first line of support for our Technicians and Installers to ensure compliance with company policies & processes, development, quality control, safety, and profitability in the field while providing our customers the highest possible level of customer service.
- Ride and work with Service Technicians and Installers on site as needed for the purpose of training, quality control, compliance with company safety polices and to identify areas where individual Service Technicians need training.
- Identify and coordinate required training for all Technicians and Installers, either as a group or individually as needed. This includes the training for all new hires.
- Assist with and approve weekly payroll for all employees under your supervision.
- Work in the field on advanced or more complex problems that require special attention.
- Assist with the recruiting, interviewing, and hiring of new Service Technicians as needed.
- Attend trainings and meetings as requested by your direct supervisor.
- Other assigned duties or tasks as needed.
- Assists Director as needed on development, creation, and implementation of Service department quality standards and best practices.
- Responsible for setting communication standards and creating uniformity with how we communicate to our customers.
- Works with HVAC CSR?s, billing, and sales to help implement consistent processes across all service departments.
- Works with Regional, Operations, Service and Customer Service on the planning rollout of processes and provides continual support throughout implementations.
- Provides training and guidance on adopted best practices in person and remotely
- Complete any reports and paperwork according to company standards, policies and procedures.
- Report any incidents accurately and timely.
- Exchange trade related knowledge and information with the supervisor and co-workers.
- Communicate with the supervisor on a daily basis.
- Participate in any required certifications and safety meetings.
- Reports to work with minimal absenteeism or tardiness.
- Attend job related training and informational seminars as requested.
- Performs other job-related activities and special projects as assigned
FIELD REQURIEMENTS:
- Install, maintain and repair heating, ventilation, and cooling units. Includes proper diagnosing and repair of mechanical & electrical components for these systems.
- Maintain good working order of company vehicle, including appearance, reporting any issues to your direct Supervisor as needed.
- Maintain proper stock, parts, tools, and safety equipment in the vehicle.
- Document all installed equipment upon arrival: make, model, serial number, necessary measurements and pictures as necessary and prepare neat, complete service reports and records.
- Diagnose diverse service issues, obtain any replacements parts, calibrate system to manufacturer?s recommendations and explain fully to customer what the issue is and what is needed to correct it.
QUALIFICATIONS AND SKILLS- include and are not limited to:
- Minimum of 5 years of experience in installation, maintenance, troubleshooting, and correcting diverse HVAC service issues.
- Strong leadership qualities, including a positive attitude and being able to work with others in a team atmosphere.
- Excellent customer service skills with a strong desire to exceed customer expectations.
- The ideal candidate is highly organized and detail oriented.
- Possess computer skills, including basic Excel, Word, Outlook email, and typing.
- Excellent communication skills, verbal and electronic.
- Is comfortable teaching and relaying information in a way that can be easily comprehended.
- Active listening skills, is collaborative, and responds proactively to feedback.
- Has advanced knowledge of the HVAC business workings and a desire to learn.
- Multi-tasks and has high standards for quality and accuracy.
- Works well independently and as part of a team.
- Enjoys working on projects and participating in creating and implementing new processes and procedures.
- Has patience and can maintain composure under frustrating circumstances.
- Can see big picture and work well with other departments to overcome challenges.
- Ability to travel regularly with occasional overnights
OTHER REQUIREMENTS:
- This position also requires the Service Manager to be available after normal business hours and on weekends as needed to handle all necessary customer inquiries.
- The position requires having excellent customer service, listening and influencing skills.
- Valid driver?s license and clean vehicle driving record.
The list of requirements, duties and responsibilities is not exhaustive but is merely the most accurate list for the current job. Management reserves the right to revise the job description and to require that other tasks be performed when the circumstances of the job change. (For example, emergencies, changes in personnel, workload or technical development.)
