Job Description
Position Description: The HVAC Service Manager is responsible for the overall success and leadership of the HVAC service department. Plans, develops, organizes, and directs the service (paid and replacement) functions to achieve operational/business goals while maintaining a strong customer focus and a safe working environment. Leads and promotes corporate brand to generate new business in a highly competitive business environment. Lead a team of customer service representatives and service technicians in the service, repair and replacement of heating, ventilation, and air conditioning systems and equipment.
Primary Objectives of the HVAC Service Manager: - Develop, monitor and achieve annual department growth plans, budget (P&L) and adhere to published budget parameters.
- Develop and implement department policies and procedures and consistently improve these procedures in the best interest of business and employee growth.
- Interview and hire staff. Ensure that staff receive proper training. Prepare and conduct performance appraisals and provide continued staff development.
- Establish a team culture among customer service and technicians and hold the team to a high standard of customer satisfaction.
- Establish department goals and lead team in achieving these goals.
- Analyze goals using service analytics and ensure team is meeting customer service and revenue goals.
- Ensure that staff is scheduling service calls with maximum productivity for staff.
- Resolve issues that prevent the team from meeting assigned goals. Partner with other management staff to grow and improve service department.
- Continually review and improve staff efficiencies through process improvement, addition of software applications, etc.
- Review customer service feedback from customers and respond accordingly to resolve customer escalated issues.
- Ensure that staff are following proper safety procedures at all times. Directly responsible for the safe operation of the service department.
Minimum Qualifications: - A minimum of 5-7 years of supervisory or management experience with a proven track record of executing a business plan and achieving key performance indicators.
- Must possess demonstrated experience in developing and implementing customer service programs and/or quality improvement programs and effective training curriculum.
- Must possess solid working knowledge and ability in utilizing MS Office applications and the Internet. Prior experience in customer service applications preferred.
- Must be capable of using proactive interpersonal skills to effectively communicate with all levels of employees, as well as outside consultants/contractors.
- Must possess demonstrated problem-solving skills and the ability to change course as business needs dictate.
- Must be detail oriented, with the ability to handle multiple tasks simultaneously and have a high level of organization.
- Must be able to work independently as well as in a collaborative team setting.
- Must be able to communicate in English effectively and professionally in written and verbal format.
- Must possess the mental and physical capabilities necessary to perform the job duties.
We offer a competitive pay and benefits package including medical, dental, vision, life insurance and 401k. Equal Opportunity Employer. TevisHR
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