Service Manager

Overview:

The Service Manager’s main responsibility is to supervise and support the service operations team, understand customer expectations, uphold quality standards, and maintain the division infrastructure.  This position will ensure company policy and procedures are adhered to and that the division meets performance goals. The Service Manager plays a critical role in customer relations by providing efficient problem-solving skills and building lasting relationships. The below list is only a general overview and the position will not be limited to simply just these tasks.

Responsibilities:

• Knowledge and understanding of existing policies and procedures


• Routinely work with General Manager to review department financial service goals and progress


• Assist with service department scheduling and planning the use of material & equipment


• Daily oversight of customer service and data analysis


• Cold calling new customers, leading sales and growth for the department


• Work closely with inventory personnel for material sourcing and lead times


• Oversee preventative maintenance contracts including visits, billings, and renewals


• Assists in recruiting, training, and coaching team members


• Provide guidance, discipline, and coaching to support service office and field team


• Communicating changes in policy/procedures


• Instill a culture of accountability and pride in individual & team performance


• Ensure quotes are sent to customers within company established timelines


• Responsible to provide hourly pricing and credit card hold amounts for COD customers


• Achieve margin goals based on work category


• Ensure projects are delivered per estimates and customer expectations


• Provide administrative, sales, and estimating support to the service department


• Review warranty repairs and ensure they are handled appropriately


• Escalate customer complaints, service issues, or billing discrepancies to General Manager


• Participate in on call rotation providing team members and customers with after-hours support

Requirements/Qualifications:

• 5+ years of mechanical service or related service management experience


• High School diploma or GED


• Problem Solving/Analysis skills; attention to detail; organization


• Organizational leadership to encourage team growth and cooperation.


• Project Management experience


• Ability to multitask in a fast-paced environment


• Verbal & written communication skills; Proficiency in Microsoft Office


• HVACR/Plumbing/Mechanical experience


• Field estimating or design build experience