Hvac Service Manager

Summary

The basic function of the Service Manager is to manage the service field personnel. Working within quoted time schedule, cost estimates established to complete the work and that all work meets the quality standards established by WE CARE and its' customers. The Service Manager directs the overall service operation of the company. He/she ensures that all employees meet or exceed established guidelines set for standard performance. The Service Manager provides ongoing support and expertise to all reporting staff and assists key people in achieving goals, objectives and adherence to company policies and procedures. The Service Manager controls the company's maintenance, service, dispatch and parts operations by daily monitoring of operational activity and information and through the management of key operations personnel.

Responsibilities

The responsibilities and duties of the Service Manager consist of, but are not limited to, the following:

• Effectively train and executing technician lead turnovers for replacement leads on equipment 12 years and over.
• Driving accessory sales of identified products on truck stock: filters, UV lights, t-stats, duct cleaning, duct sealing, and duct replacements.
• Maintaining cost controls - overhead should not exceed 30% or less with fleet control practices in place to control gasoline costs, and vehicle related costs.
• Maintain the image policy - trucks, uniforms, personal appearance, and demeanor for the service/maintenance operation.
• Manage GPS tracking system for optimal performance.
• Interviewing & hiring processes improved to standardized format (interview questions, interview testing, etc...).
• Testing for competency of each technician.
• Training calendars for technicians.
• Monitor inventory replenishment systems with Operations Manager.
• Monitor technician tracking measures to insure KPI standards.
• Monitor and maintain tracking boards for Service & Maintenance.
• Weekly Service meetings for ongoing training / going over numbers.
• Random vehicle and uniform inspections.
• Produce & track employee performance based on specific KPI's.
• Safety meetings. It's the law, go over safety meeting topic and have techs sign the weekly safety meetings topics.

• All other duties as assigned.

Authority

• The Service Manager has been delegated the authority by the Operations Manager to direct and control all aspects of the company service activities. This will include the authority needed to make decisions and to take action in order to carry out the responsibilities and duties as set forth in this position description.
• The Service Manager has the authority to recruit, interview, hire, train, evaluate and dismiss employees reporting to this position, provided these actions are consistent with the established policy and procedural guidelines established by the company.
• The Service Manager can authorize purchases when necessary to support the requirements of the service function, including; parts, materials, small tools, and the rental of tools and equipment. These purchases must be made within the scope of the company policies regarding purchasing authorization.
• The Service Manager has the authority to research, develop and implement standard operating procedures for the operations functions and job classifications within his/her organization.
• The Service Manager reports to the Operations Manager.
• The following positions report to the Service Manager: Dispatch, Service Technicians, Maintenance Technicians and Senior Service Technicians.

Requirements

• The Service Manager should have a background in the HVAC industry.
• The Service Manager should be able to identify business opportunities and concerns and have the capability to develop appropriate strategies to address each.
• This position requires a self-starter who can concentrate on detail while grasping the big picture.
• The Service Manager must be able to focus the efforts of herself/himself and others on the initiation and implementation of management directives and controls for the service areas of the business.
• He/she must establish and maintain guidelines for standards of performance.
• It is essential that the Service Manager possess strong interpersonal skills and be able to manage the performance of the others in his/her organization.
• Management experience in the HVAC service industry.
• Five to ten (5 - 10) years' experience in management working in a comparable service company with revenue in excess of $20,000,000.
• EPA Certification Level IV or higher for refrigerant recovery.
• NATE Certified.
• Valid Driver's License with an Insurable driving record.
• Basic analytical and mathematical skills needed for conventional maintenance and service operating practices and procedures in the HVAC industry.
• Must have the ability to read and interpret blueprints and other operating data.
• Must possess the ability to communicate with company managers, employees, owners, customers, general contractors and vendor firms in English.
• Must have poise, be articulate, self-assured and personable. He/she should be able to get the best from people without undue pressure. Must have the demonstrated leadership ability to effectively direct the operational functions of a 20+ million dollar HVAC maintenance/service company.
• The Service Manager must possess the skill and knowledge to identify and prioritize issues effecting the business. He/she must have the ability to solve problems and execute policies and procedures.
• The Service Manager must have the ability to respond to common inquiries or complaints received from customers, suppliers, employees, regulatory agencies or members of the business community.
• The Service Manager should be able to delegate responsibilities; be able to objectively evaluate the performance of others; and be able to hold others accountable for their performance.