Job Description

Job Description

Job Description

Join Our Team as a Service Manager!

Are you an experienced and motivated individual ready to elevate your career? Look no further! We're currently seeking a dynamic HVAC Service Manager to lead our thriving HVAC service department. If you're passionate about delivering top-notch service, fostering a collaborative team environment, and driving exceptional results, this is the opportunity you've been waiting for.

What We Offer:

• Flexible Schedules: We understand the importance of work-life balance. Enjoy the flexibility to tailor your schedule while effectively managing our service operations.
• Paid Time Off: Recharge and rejuvenate with paid time off that recognizes the need for relaxation and personal time.
• Family Medical, Dental, and Vision: We care about your well-being and that of your loved ones. Benefit from comprehensive medical, dental, and vision coverage.
• Retirement: Secure your future with our retirement plan options, ensuring peace of mind as you plan for the years ahead.
• Continued Paid Training and Classes: Stay ahead in your field! We invest in your growth by providing ongoing paid training and classes to keep you updated with the latest industry trends.
• Room for Promotion/Growth Opportunities: We believe in nurturing talent from within. Show us your potential, and unlock a world of promotional and growth possibilities.

If you're ready to take charge of a dynamic service department, drive employee excellence, and contribute to our continued success, we want to hear from you!

Job Summary

The Service Manager shall:

• Own and hit/exceed Team Sales and Profitability Targets

• Provide service that exceeds customer expectations

• Develop and execute tactical plans to achieve sales targets and to expand the company’s customer base

• Build and maintain strong, long-lasting employee team and customer relationships

• Partner with customers to understand their business needs and objectives

• Exceed Team qualified lead objectives for Install and/or Service (cross trade) Departments 

• Effectively communicate the Lawrence Plumbing value proposition and Core Values statements daily

Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned as needed. 

1. Lead and manage Team personnel in meeting and exceeding Team and Departmental goals

2. Achieve revenue, and gross-profit plans by implementing approved sales tactics and standardized processes

3. Manage Technical staff’s adherence and compliance with all company policies, procedures, and processes including Core Values, attendance, performance & service standards, ethics, etc.

4. Maintains technical staff to established budget/complement by recruiting, selecting, orienting, and training employees

5. Make charge of client work order and completion verification process (in conjunction with Dispatch Department)

6. Set technical staff work schedule to ensure coverage/customer service (in conjunction with Dispatch Manager)

7. Match and assign the appropriate field tech for the work order (in conjunction with Dispatch Manager)

8. Monitor and report on sales and service performance and direct corrective action to improve any shortfall or weakness

9. Maintain technical staff job results by counseling and disciplining employees; planning, monitoring, and appraising job performance, and results

Supportive Duties and Responsibilities

1. Match and assign Apprentice Field Experts to ensure completion of work orders and training in line with Company standards (in conjunction with Dispatch Manager)

2. Ensure the timely dispatch of field experts (in conjunction with Dispatch Manager)

3. Assess and resolve client sales/service issues and concerns in a professional demeanor

4. Consistently follow up on the details of work orders/invoices from inception to completion

5. Adjust sales pricing on a case-by-case basis following established company guidelines (in conjunction with Director of Service)

6. Develop and implement field action (sales & service) plans

7. Follow up on work results with customers to ensure satisfaction

8. Monitor and assess the performance for all direct reports with respect to company objectives and Performance Standards

9. Manage the Mentors and Mentor program to ensure development of Service Experts’ customer service, presentation, and closing skills to drive increased performance

10. Provide training and coaching to ensure generation of qualified leads for Install and Service (cross-trade) sales opportunities

11. Monitor and manage lead flow and bonus performance for all team members

12. Prepare and deliver periodic Employee Performance Appraisals for all direct reports as per company standards and schedule

13. Prepare and implement training programs for promotable or multi-trade experts and apprentices

14. Gain and maintain a minimum level of professional and technical knowledge in order to provide accurate and effective instruction of staff and WOW customer satisfaction levels

15. Assist Director of Service in planning and ensuring department achievement of all objectives

16. Contribute to team effort by accomplishing related Company and Departmental results as needed

 

Supervisory Responsibilities

The highest level of supervisory skills required in this job is the training, coaching, and managing of
technical and trade employees. This position currently has the following direct reports, but does serve as a coach and mentor for other positions

1. HVAC Install Crews

2. HVAC Service Experts

3. Apprentice Technicians

Qualifications

The requirements listed below are representative of the qualifications necessary to perform the job.

 

Education and Experience

1. 5+ years HVAC Experience

2. 2+ years Customer Service experience (services not required but preferred)

3. Some sales experience preferred (residential services not required but preferred)

4. High School Diploma

5. Formal Sales Training not required but helpful

6. Industry technical knowledge 

 

 

Knowledge, Skills or Abilities Required

1. Customer focus

2. Strong oral and verbal communication

3. Relationship building

4. Leadership and Employee Development

5. Manage processes and compliance to company standards

6. Numerical abilities to manage pricing, performance measurements, reports etc.

7. Ability to execute Staffing & Training Plans

8. Coaching & motivation skills

9. Computer and associated software literacy

10. Understanding of company policies, processes and procedures as relates to Service Department and its personnel

 

Performance Standards

1. Achievement of Sales (Revenue) objectives

2. Achievement of profitability objectives

3. Attainment of WOW Customer Satisfaction level for team

4. Control of Canceled Appointments and Callbacks

5. Achievement of minimum staffing levels with respect to budgeted headcount

6. Completion and documentation of recruitment, training, and coaching responsibilities

7. Compliance verification of assigned sales & service processes and policies

8. Efficient use of company resources (headcount, trucks, equipment, etc.)

Job Tags

Apprenticeship, Flexible hours,

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