Commercial HVAC Service Manager

About Carrier

Carrier Global Corporation is a global leader in intelligent climate and energy solutions, committed to creating innovations that bring comfort, safety and sustainability to life. Through cutting-edge advancements in climate solutions such as temperature control, air quality and transportation, Carrier improves lives, empowers critical industries and ensures safe transport of food, lifesaving medicines and more. Since inventing modern air conditioning in 1902, Carrier leads with purpose: enhancing the lives we live and the world we share. The company continues to lead because of its world-class, inclusive workforce that puts the customer at the center of everything it does.

About This Role

Carrier Commercial Service has an opening for an experienced Commercial HVAC Service Manager for its Ashburn, VA 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. The Service Manager will lead field technicians and operations professionals to efficiently execute planned maintenance, repair, overhaul, and installation projects in an effort to exceed the expectations of customers and meet revenue and margin targets. The ideal candidate should have a strong understanding of the commercial air conditioning business including but not limited to relationship management, talent development, field operations, and safety.

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.
• Join DMB meetings daily and be prepared to discuss progress on relevant KPIs and actions to improve underperforming KPIs.
• Ensure environmental, health and safety compliance within the 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, 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.
• Coordinate, prioritize and resolve issues encountered by a more experienced team.
• Manage a more experienced team according to established programs and objectives.
• Contact customers, collect feedback, and establish and maintain good relationships 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.
• High School diploma or GED.
• Must have 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.

Pay Range

The annual salary for this position is between $79,000.00 and $158,000.00. Factors which may affect pay within this range include, but are not limited to, skills, education, experience, and other unique qualifications of the successful candidate.

Other Compensation

This position may be entitled to short-term cash incentives, subject to plan requirements.

Benefits

• Health Care Benefits: Medical, Dental, Vision; Wellness incentives
• Retirement Benefits
• Time off and Leave: Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty leave; military leave; purchased vacation
• Disability: Short-term and long-term disability
• Life Insurance and Accidental Death and Dismemberment
• Tax-Advantaged Accounts: Health Savings Account; Health Care Spending Account; Dependent Care Spending Account
• Tuition Assistance