Commercial HVAC Service Manager - 30196130

About the role

Carrier Commercial Service has an opening for an experienced HVAC Commercial Service Manager for their Baltimore, MD location. This position has profit and loss responsibility for a multi-million dollar service branch and is responsible for growing the market share of the Carrier Commercial Service business.

Key Responsibilities

• Ensure Service & Optimization guidelines & best practices are followed.
• Proactively identify actions, perform offline tasks assigned in DMBs, and escalate any blockers to ensure consistent improvement in KPI performance and field operations in general.
• Service Manager is responsible for joining DMB meetings daily and being prepared to discuss progress on relevant KPIs and actions to improve underperforming KPIs.
• Ensure environmental, health and safety compliance within service team. Provide training to all employees to ensure a safe and productive work environment both in the shop and at customer sites.
• Review work orders, invoices, and time reports for accuracy and to ensure efficient management of accounts receivable.
• Resolve warranty issues, product recall notices, operational problems with products, premature failures, and other issues as they apply to products and equipment sold and serviced by the company.
• Communicate regularly within the team to ensure that personnel are being scheduled and dispatched properly by skill level, efficiency, and training requirements.
• Recruit, interview, hire and train technicians as required to meet workload demands, and company or customer expectations and requirements.
• Meet with customers in the service territory to ensure satisfaction and retention as well as prospects for additional service opportunities.
• Supervise and direct field technicians to effectively perform the functions of equipment repair, maintenance, start-up, operation, and other duties as required to ensure customer satisfaction.
• Forecast, monitor, and document financial performance against plan.
• Coincides, prioritizes and resolves issues encountered by a more experienced team.
• Manages more experienced team according to established programs and objectives.
• Contact customer, collect feedback, and establish and maintain good relationship with customers.
• Respond to key customer complaints and carry out customer satisfaction investigations to ensure establishment of appropriate improvement plans.

Required Qualifications

• 5+ years of experience in the Commercial HVAC industry.
• 5+ years of experience managing/leading a team of technicians.
• A High School diploma or GED.
• A valid Driver’s License.

Preferred Qualifications

• Bachelor's degree in Business Management, Engineering preferred.
• Working knowledge and understanding of commercial HVAC systems.
• 2+ years of service management experience in the Commercial HVAC industry.
• Technical aptitude with knowledge of local building codes and an ability to use resources at hand to develop solutions.
• Good computer skills: knowledge of and proficiency in common office applications such as MS Word, Excel, Outlook and ability to navigate SalesForce.com, ServiceMax, ERP, and other business applications.