Comp: $130K-$150K+ (dependent upon experience) plus potential bonus
Benefits: Excellent
Responsibilities
- Work with all field service technicians to ensure efficient and high-quality service
- Receive and prioritize service calls and set proper expectations with customers
- Prepare estimates for quoted service jobs and ensure labor and material estimates are met
- Identify training needs for technicians and find appropriate training classes
- Work with Operations Manager, schedule and hold monthly service meetings
- Occasionally check workmanship of technicians in the field (maintenance and service)
- Be familiar with Safety requirements and ensure technicians are following protocols
- Optimize labor by ensuring that technicians are scheduled properly according to location and expertise
- Identify opportunities for upgrades and train technicians how to recognize these
- Respond to customer complaints professionally and ensure the response is sufficient
- Establish positive, professional relationships with various vendors and communicate effectively with them
- Provide technical support over the phone and determine when field assistance is needed
- Oversee the daily dispatching, maintenance, ordering of parts and job scheduling
- Review warranty issues, make sure proper warranty paperwork is filled out and parts returned for credit
- Handle On-Call schedule
- Spend 60% in office & 40% in field estimating quoted service/small install jobs & working with techs
- Ensure all technicians are properly trained and versatile with HVAC tools
- Review all work orders daily to follow up with anything that has recommendations
- Periodically check cleanliness and safety of work vehicle and ensure proper truck stock
- Identify manpower needs 3-6 months in advance and notify Operations Manager when hiring is needed
- Review resumes and interview candidates for various technician positions
- Monitor labor and material estimates for PM contracts and identify contracts that are off track
- Approve PTO requests in a manner that is fair and ensures manpower coverage
- Handle all aspects of the Service Department and ensure its continued profitability and growth
If this sounds like you, your previous education, work experience, and passions probably sound like this:
- 10+ years of HVAC field service
- 5+ years of managing a team of at least 10+ people
- Proficient using Microsoft Word
- Must have technical capacity in HVAC Equipment and Direct Digital Controls
- College education, Trade School or Industry Training
- 5-10 years Service Management experience in Commercial HVAC industry
- Have a natural tendency to help others
- Enjoy turning tense and stressful situations into positive experiences
- Process-oriented—you enjoy developing a system that runs smoothly
- Hunger for new information—you enjoy doing research on new topics and learning new things
Here’s what success looks like in this position:
- All customer accounts have up to date information including but not limited to-accurate equipment list, up to date PM contract, contact information, and filter/belt list.
- 100% of PM inspections are completed on time and any deficiencies are documented and quoted
- 90% labor optimization—”idle time” less than 10%
- All customer requests are responded to within 1 business day and resolved with an average 4/5 satisfaction score. Urgent issues are responded to within 1-2 hours.
- Zero failed customer expectations – we delivery what and when we say we will deliver
- All customer proposals are prepared within 48 hours of being identified and followed up weekly
- 95% retention of Service Technicians
- Develop and implement an ROI calculation to increase equipment replacement approval
- All recurring issues are noted and escalated to appropriate department head to find the root cause
