HVAC Service Operations Manager

About the role

The Branch Service Manager is responsible for overseeing the day-to-day service operations and team management to ensure customer satisfaction and financial objectives are met. This includes implementing and adhering to business processes and service applications, driving the performance of branch support staff, and ensuring training, communication, and reinforcement of processes and service applications.

Responsibilities

• Owns the day-to-day tactical local service business.
• Achieves through management of the defined business processes that are proven to deliver high customer satisfaction and positive business results.
• Works with Truck Based Service Managers and Customer Service Representatives to ensure financial objectives are met through accurate forecasting, analysis, and driving the business processes of all lines of service business.
• Directly supervises service business support team including those responsible for account management support, asset management, invoicing, file maintenance, service order posting, etc.
• Provides coaching and support to all branch service teams in managing the day-to-day business processes through implementation of business best practices and service applications.
• Drives service business processes and applications through the local service organization and is the subject matter expert during actualization.
• Ensures training, communication, measures, and reinforcement of processes and service applications.
• Implements and maintains delivery standards consistent with BSNA objectives for sustainable, profitable growth through effective execution of work.
• Performs other duties as related to customer satisfaction, actualization of strategies within the service organization, development and maintenance of service team business plans, and account management of service customers.

Requirements

• Minimum of 5 years’ service industry experience managing service operations and/or service dispatch/scheduling.
• Demonstrates the ability to perform work independently and demonstrates solid organizational and attention to detail skills.
• Demonstrates strong interpersonal skills to effectively communicate with both internal and external clients.
• Able to simultaneously handle a large and diverse number of projects, tasks, and issues with tact, cooperation, and persistence.
• Able to prioritize work activities based upon financial impact to desired business goals.
• Demonstrated competence in written and verbal communication skills.
• Experience and/or basic project accounting or costing principles.
• Able to positively represent Johnson Controls and communicate with others at varying levels.
• Able to influence diverse teams to accomplish tasks/goals.

Qualifications

Minimum of 5 years’ service industry experience managing service operations and/or service dispatch/scheduling.

Skills

Strong organizational and attention to detail skills, effective communication, ability to prioritize tasks, and experience in project accounting or costing.

Benefits

Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one.

Pay

Hiring Salary Range: $91,000 - $137,000 (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.)

Schedule

This role offers a competitive Bonus plan that will take into account individual, group, and corporate performance. This position includes a competitive benefits package.