The Service Manager provides leadership and oversight to the service department, ensuring operational efficiency, customer satisfaction, and profitability. This role is responsible for supervising service technicians, managing budgets, expanding business opportunities, and maintaining company standards for service excellence. Key Responsibilities:
Lead, train, and mentor a team of service technicians to ensure high-quality workmanship and customer service.
Maintain and manage systems for timely response to customer inquiries through telephone, online platforms, and mail.
Implement and support all company policies and procedures.
Develop, propose, and manage the division's operating budgets, maintaining targeted gross and net profits.
Prepare and submit monthly status reports.
Drive business development initiatives in the commercial and industrial sectors.
Establish and maintain wage rates and benefits consistent with company policy.
Develop and implement a division-wide inventory control program.
Design advertising schedules and promotional materials, executing advertising strategies in line with approved budgets.
Manage credit approvals and ensure effective handling of accounts receivable and overdue accounts.
Develop and execute training programs for division personnel, utilizing in-house resources and external training partners.
Recruit, interview, hire, and terminate employees in accordance with company policies, maintaining accurate personnel records.
Monitor and manage inventory levels, emphasizing cost control and week-to-week stock replenishment.
Review completed work orders, shipping of parts, and initiate warranty returns.
Ensure service contracts are properly scheduled, maintained, and executed.
Provide technical assistance and direction for service technicians on callbacks or complex service issues; implement and monitor systems to track callbacks and customer satisfaction levels.
Oversee the security, cleanliness, and maintenance of the Service Group’s facilities, trucks, and equipment.
Address customer complaints promptly and conduct weekly reviews with dispatchers to ensure resolution.
Complete and maintain all necessary division paperwork and service records.
Plan and schedule ongoing technical training and professional development for service technicians.
Qualifications:
Proven leadership experience managing service operations in a mechanical or HVAC-related industry.
Strong technical knowledge of service and equipment changeouts.
Budgeting, forecasting, and P&L management experience.
Proficient in Microsoft Office Suite and service management software.
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