Area Refrigeration Service Manager

About the role

Provide leadership, motivation and support to field service supervisors and technicians in the assigned territory to meet and exceed customer expectations. Maintain quality standards of all work performed. Ensure that all service agreements and projects for assigned areas are initiated, set up, followed through on, performing at or better than planned gross profit, and closed out in a timely fashion.

Responsibilities

• Service Agreement Duties:
  • Responsible for new agreement startups for completion within established timeframes while following Bassett’s Standard Operating Procedures (SOP’s).
  • Assign primary technician; ensure units get labeled appropriately.
  • Ensure startup reports are filled out correctly, identify equipment upgrades or project opportunities, address safety concerns, and evaluate opportunities for increased efficiencies.
  • Complete all PM tasking set up for new agreements as determined in the SOP booking package.
  • Perform quarterly load leveling evaluation of all PMs and recommend adjustments to the Regional Operations Manager.
  • Ensure on-time PM completion based on monthly goals; work directly with dispatch on planning and scheduling.
  • Regularly review/investigate Agreement Performance Reports (APR) and recommend adjustments as needed.
  • Monitor causes and actions through the “dirty dozen” list.
  • Monitor completion and daily submittal of service resolutions and other paperwork requirements; hold technicians accountable.
  • Complete the weekly costing process to identify extras that need to be billed; resolve coverage questions, service report errors, and invoice issues.
  • Review historical data and current conditions to complete renewal recommendations 45 days in advance.
  • Research customer complaints and invoice issues, follow up in a timely manner, and document as required (QAF).
  • Work closely with accounting personnel to assist with collection issues.
  • Instruct, direct, monitor, and support staff in providing materials, tools, and logistical support to maximize output per labor hour.
  • Review operating policies, procedures, and standard work; recommend corrective action as needed.
  • Assist service operations leadership in the approval of all maintenance pricing, including project pricing as needed.
• Leadership Duties:
  • Coach and mentor field service supervisors; foster teamwork, encourage empowerment, and ensure appropriate delegation.
  • Responsible for ongoing technician recruiting; work with supervisors on technician development, performance monitoring, and annual reviews.
  • Evaluate current and ongoing training needs to develop an annual training schedule for service technicians; maintain training records and skills matrix.
  • Support maintenance sales representatives in developing new customer relationships and maintaining existing ones through periodic visits.
  • Assist the Service Project team with related project needs.
• Operational/Support Duties:
  • Actively participate in the planning of department meetings.
  • Serve as a resource for sales, purchasing, dispatch, and business systems to answer technical questions or troubleshoot solutions.
  • Provide ongoing input to management and participate in regular review meetings on work progress, customer relations, and field relations.
  • Assist in developing the recommended yearly operations plan for budgeting.
  • Assist in managing individual spend plans for all agreements.
  • Support and maintain a safe and Lean work environment.
  • Membership in technical or professional organizations is encouraged.
  • Other duties as assigned.

Requirements

• Minimum 3 years in a supervisory or management role involving leadership of direct reports or related experience in leading peers and teams.
• High level of knowledge of refrigeration and/or heating and air conditioning equipment.
• Excellent customer relation and people skills.
• Ability to multitask and shift from office work to field work as required.
• High level of planning and organizing required.
• Ability to communicate openly and honestly at all levels.
• Ability to work through conflict and create win-win results.
• Proficient in using computers and digital tools, including Microsoft Word, Excel, PowerPoint, and Outlook.
• Ability to develop finance and budgeting skills.

Benefits

Enjoy a competitive compensation and benefits package, along with many professional growth opportunities. From the moment you're hired until retirement, you're a valued part of the Bassett Mechanical Team.

Direct Reports

• Service Supervisors
• Field Technicians