Service Manager/Field Supervisor

TDI REFRIGERATION IS NOW HIRING!!

Job Title: Service Manager/Field Supervisor

Location: Phoenix, AZ

Company Overview: TDI is a dynamic and rapidly growing refrigeration company dedicated to doing things better than right, having a strong moral compass and generous spirit. We pride ourselves on having a strong team, providing solutions to meet needs, and we're seeking an experienced Service Manager/Field Supervisor to join our team and help drive our operational success to new heights.

Position Overview: As a Refrigeration Service Manager/Field Supervisor, you will be responsible for overseeing and managing the refrigeration and air conditioning service department at TDI Refrigeration. Your role involves leading a team of service technicians, coordinating service operations, and ensuring the delivery of high-quality refrigeration services to clients. You will play a critical role in maintaining customer satisfaction, optimizing service efficiency, and achieving business objectives.

Key Responsibilities:

Team Leadership and Management:

• Lead, mentor, and supervise a team of refrigeration service technicians, providing guidance, training, and support to ensure high performance and professionalism.
• Set clear performance expectations, establish goals, and monitor individual and team performance through regular evaluations and feedback sessions.
• Foster a positive work environment that promotes teamwork, accountability, and continuous improvement.

Service Operations Management:

• Oversee the day-to-day operations of the refrigeration service department, including scheduling, dispatching, and prioritizing service calls.
• Coordinate with customers, sales representatives, and other departments to schedule service appointments, resolve issues, and meet customer requirements.
• Optimize service workflows, implement best practices, and utilize technology tools streamline service delivery processes.
• Work in the field 2-3 days per week inspecting team sites, recent projects, upcoming projects, and job kick off meetings. 
• Check the quote que on a weekly basis to assure proper status and filing. Follow up with the field on status and assist with generating work.
• Review AR and invoice over 60 days and reach out to obtain payment. 
• Perform 2 Quality Assurance audits per month.
• Complete 1-1’s with direct reports monthly and assign skill building or homework. 
• Review PM completion for the department and schedule with the Field Supervisors to close out the work orders.
• Work with each direct report monthly in person. 
• Oversee Field Supervisors reach PM completion and close work orders over 14 days. 
• Review billable hours and assure technicians are above 90%. 
• Review PM agreements and contract renewals as needed and work with Business Develop Department to provide updates to the customers.
• Manage and maintain customer budgets annually and provide customers with annual budgets and projects. 
• Visit key accounts annually and meet with site contact to verify satisfaction or needs. 
• Review projects and jobs before and after to assure quality assurance, accuracy, and completion is on budget. 
• Oversee safety and compliance are being upheld and maintained at all sites. Review compliance audits, PHA’s, CARB/AQMD documentation, and log sheet entries at each site. 
• Review account routes and assign proper technicians. Verify hour averages and staff accordingly. 
• Oversee fleet manager is scheduling and maintain fleet up to standard. 
• Overview truck stock inventory and truck tools are adequate.
• Oversee truck stock inventory and provide truck stock requirements and needs. 
• Partake in weekly operations call and provide insight to department needs, solutions, and staffing. 

Customer Relations:

• Serve as the primary point of contact for key clients, addressing inquiries, resolving escalations, and ensuring high levels of customer satisfaction.
• Develop and maintain strong relationships with clients through proactive communication, regular site visits, and responsiveness to their needs.
• Collaborate with the sales team to identify opportunities for upselling, cross-selling, and expanding service contracts with existing customers.

Technical Expertise and Support:

• Provide technical support and guidance to service technicians in diagnosing complex refrigeration issues, troubleshooting problems, and implementing effective solutions.
• Stay updated on industry trends, new technologies, and best practices in refrigeration engineering and service management.
• Conduct training sessions and workshops to enhance the technical skills and knowledge of service team members.

Quality Assurance and Compliance:

• Ensure that all refrigeration service activities comply with safety regulations, industry standards, and company policies.
• Conduct regular quality inspections and audits to assess the performance of service technicians, identify areas for improvement, and implement corrective actions.
• Maintain accurate records of service activities, including work orders, service reports, and equipment maintenance logs.

Financial Management:

• Monitor and manage the financial performance of the refrigeration service department, including budgeting, forecasting, and expense control.
• Review service contracts, pricing structures, and service agreements to ensure profitability and alignment with company goals.
• Identify opportunities to increase revenue, reduce costs, and improve operational efficiency through process optimization and resource allocation.

Qualifications:

• Bachelor's degree in mechanical engineering, refrigeration technology, or a related field (preferred).
• Proven experience (typically 7+ years) in refrigeration service management or a similar leadership role.
• Strong leadership, communication, and interpersonal skills, with the ability to motivate and inspire a diverse team.
• In-depth knowledge of refrigeration systems, equipment, and components, as well as relevant regulations and industry standards.
• Experience with service management software, scheduling tools, and other technology platforms used in service operations.
• Excellent problem-solving abilities, decision-making skills, and attention to detail.
• Certification or licensure in refrigeration engineering or HVAC-R technology may be required, depending on specific job requirements and regulatory standards.
• Certifications in relevant technical disciplines are required. Holding and maintaining HAZWOPER, RETA CIRO certification (Refrigeration), Universal EPA 608, and including any additional certifications required for start-up, commissioning, warranty submittals, etc.

This job description outlines the key responsibilities and qualifications for the Refrigeration Service Manager role, emphasizing leadership, technical expertise, customer relations, and operational management skills. Actual job requirements may vary based on company size, industry sector, and specific organizational needs. About TDI REFRIGERATION:

TDI Refrigeration is an industrial refrigeration and commercial air conditioning company founded in 1999. We build, design, and service industrial refrigeration and commercial air conditioning systems in Southern California, Central California, Phoenix, Denver, and Dallas/Fort Worth area. We believe in doing things better than right, having a strong moral compass, and bringing a generous spirit!