Manager, Field Operations

About the role

The Manager, Field Operations leads the Field Management team by defining objectives, priorities, and deadlines required to meet short-term goals and objectives. This role is responsible for the success of each team member and typically manages the work efforts of supervisors and individual contributors.

Responsibilities

• Schedules, directs, and provides technical support for technicians to meet service demands and customers’ expectations.
• Recruits, interviews, hires, and trains service and maintenance HVAC technicians to meet workload demands and company or customer expectations.
• Supervises and directs technicians to effectively perform HVAC repair, replacement, installation, and other duties to ensure customer satisfaction.
• Reviews technicians' work to ensure quality meets established standards, techniques, and safety requirements; makes recommendations to improve quality and productivity.
• Responsible for HVAC technicians' performance appraisals, reviews, and setting improvement goals per company requirements.
• Establishes and maintains a regular training program to ensure technicians are properly trained on the latest service techniques and safety procedures.
• Conducts group and one-on-one meetings with technicians for training, evaluation, and general communication; participates in regularly scheduled departmental safety/informational meetings.
• Communicates regularly with dispatch to ensure proper scheduling by skill level, efficiency, and training requirements.
• Communicates daily with dispatch regarding project information, estimated time to complete jobs, labor hours, and parts or material used.
• Maintains communication with vendors and factory personnel concerning warranty issues, product recalls, operational problems, and other product-related issues.
• Develops and monitors budgets, goals, and objectives to ensure departmental profitability.
• Reviews work orders, invoices, and time reports for accuracy to ensure timely cash flow and minimal account receivables.
• Specifies and ensures required parts are ordered in a timely fashion to meet work deadlines.
• Ensures all company and department policies are followed by HVAC staff.
• Oversees assigned service vehicles, monitors maintenance and operation to ensure compliance with company policy.
• Monitors service vehicles to ensure they are in acceptable condition and stocked with an adequate inventory of parts and materials.
• Keeps current with the latest training on products, coordinates training, and maintains training records to ensure personnel proficiency.
• Generates sales leads, promotes and develops maintenance/service agreements, and estimates and generates bids for contract projects.
• Manages larger installation, start-up, and commissioning projects; coordinates and directs teams of plumbers and/or installing contractors.
• Performs pre-start-up inspections and completes turnover of equipment to owners.
• Works with other departmental managers to meet company and departmental goals and objectives.

Requirements

• Ability to multi-task and prioritize work responsibilities.
• Ability to work independently and instruct others.
• Industry-specific knowledge of various components associated with the HVAC service field.
• Minimum of 6 years as an HVAC service manager or adequate field supervisory experience.
• Bachelor’s degree preferred.
• Working knowledge of the techniques, methods, tools, and safety precautions of the HVAC trade.
• Excellent interpersonal and organizational skills; ability to maintain and protect confidential information.
• Proficiency with computers, including Microsoft Word and Excel.
• Effective verbal and written communication skills with customers and service technicians.

Minimum experience: 6+ years. Minimum education: Bachelor's Degree.