Service Manager

    The Service Manager is responsible for the management and leadership of a team of field service technicians and coordinators that promote growth and retention of the HVAC maintenance and repair service business. They will drive a safety culture with exceptional customer service, talent recruitment and development, performance management, and overall business, customer, and employee growth. This role is responsible for post sales contract management and performance from call to collections including dispatch, service delivery, and transactional support including parts procurement, repair proposals, invoicing, contract renewals. Additionally, the position is responsible for establishing and maintaining high standards for the facility, associated company vehicles, and inventory, as well as other items as required.

Essential Functions & Responsibilities:

• Promote a strong safety culture via daily focus on safety, monthly safety meetings, and constant display and site inspection of safe work practices.
• Responsible for input into and management of the service budget and related financial objectives.
• Review maintenance sales proposals prior to quoting.
• Enter cost estimates, equipment, and tasking for each contract.
• Adapt to changes in work environment, manage competing demands and unexpected events.
• Provide exceptional customer service to our customers by meeting or exceeding customer requirements and commitments through the management and optimization of company resources (skilled manpower, materials, tools, and equipment).
• Deploy and follow PSG standard operating procedures in the fulfilment of our business and business transactions and assist in continuous improvement of these processes.
• Direct management and leadership of the service team including - recruitment, development/training, goal setting, work quality management, performance measurement, and regular performance reviews.
• Direct management and leadership of HVAC Service Technician team including - recruitment, development/training, goal setting, work quality management, performance measurement, and regular performance reviews.
• Support sales organization with pricing input, field solutions, and business operations input to customer sales proposals.
• Conduct start-up meetings for all new contracts.
• Provide or approve SPOT (emergency) quotes on items above $1,500.
• Leverage appropriate communication strategies (email, phone call, etc.) to be highly effective at managing customer expectations on a proactive basis. Must also leverage this same skill set to work through customer conflict/concerns. Avoid foreseeable customer issues through planning ahead.
• Provide appropriate operational oversight to daily time review/approval, invoicing review/approval, contract performance review and management, A/R collection assistance when required, and job summary report review/approval.
• Ensure facility, including warehouse, meets all safety requirements, the condition reflects the high standards of PSG, is clean, neat, and organized (5S).
• Ensure vehicles are safe, meet VA DOT requirements, regularly inspected, clean, and organized reflecting PSG standards.

Dimensions:

• Customer Satisfaction via Customer Surveys (if applicable)
• Minimize Customer Cancellation Rate
• Technician Productivity – individual call back rates, hours applied to contract work vs. No Charge Time, Spot work quoted and sold, and reduce no charge time.
• Conduct job-site inspections and quality control visits.
• Service contracts and overall branch service financial performance to plan/expectations – labor hours, material costs, burden money’s management.

Knowledge:

• Experience supervising local and remote field service technicians to optimize their customer assignments, skills, and productivity.
• Broad knowledge of commercial and industrial HVAC equipment and Building Automation System applications. Foundation for technical trouble-shooting and good business decisions.
• Strong organization and follow-up skills to provide timely feedback to customers and assign resources.
• Analytical skills on performance metrics, contract financial performance, and other measurable business processes and tasks.
• Virginia masters HVAC license or willingness to obtain.
• Universal Certification per EPA 608, 40 CFR part 82 F
• Effective user of Microsoft Office (Outlook, Excel, Word) and MobileTech service management tools and apps.
• Key2Act / WennSoft / Great Plains Software experience a plus
• Clear, concise, and empathetic communication skills, both verbal and written.

Additional Requirements:

• Must be functional on computer and/or smart devices.
• Must demonstrate hands on action, lead by example, and take initiative when appropriate.
• Valid driver’s license
• Availability to Service Technicians for support during scheduled times (on call schedule).

Physical Requirements:

•  Must be able to lift 50 lbs. 
• Must be able to become forklift certified.
• Accomplish OSHA 30 and other safety requirements as needed.
• This position requires bending, pulling, pushing, balancing, kneeling, twisting, standing, and climbing stairs or ladders.

*Piedmont Service Group is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, sexual orientation, national origin, disability, or status as a protected veteran.