Service Director
About the role
Midwest Mechanical Solutions – A member of the AIR Control Concepts family. Midwest Mechanical Solutions is a manufacturer’s representative of some of the best-known brands in the commercial HVAC market. At MMS, strong relationships, creative solutions, and an upbeat company culture is what makes us successful. As a Top Workplace employer, we strive to find passionate and innovative people who are eager to share our goals.
Job Description
The Service Director must have the ability to navigate tough service situations; determine next steps; find a solution quickly; and make sure the customer is satisfied in the end. This is a “roll-up-your-sleeves” role that will include on-site technical and system experiences with some of our most exciting projects (laboratories, hospitals, etc.). We strive for great service and support for our customers after the equipment is installed. This role is to support that service and support and leave the customer completely satisfied with the experience of buying from MMS.
Essential Duties and Responsibilities
- Lead, manage and be accountable (LMA) for a team consisting of Service Manager, dispatch, service technicians and third-party service partnerships.
- Aid Service manager with day-to-day needs of technicians in the field. (i.e. tools, trucks, PTO, 1:1 performance reviews.)
- Support MMS Key Accounts by troubleshooting issues as they are received by MMS.
- Utilize internal, external and manufacturer resources to develop a solution for system issues that arise.
- Confidently communicate with our customers regarding equipment issues discovered and share the solution MMS feels will bring an effective resolution.
- Drive issues to resolution and communicate clearly to the client.
- Conduct analysis to determine how service costs should be allocated. (MMS? Manufacturer? Client? Others?)
Experience and Requirements
- Minimum Education and Experience: HVAC preferred post-secondary education. Experience in the HVAC industry is required.
- Minimum of 10 years’ experience in a service organization with leadership responsibilities or managing personnel.
- Knowledge, Skills, and Abilities: High level of commitment to customer service. Established self-starter that has a high level of initiative and proactive approach to problems. Ability to manage and organize a team and effectively by assigning the right person to assess and solve issues by knowing and utilizing individual skills and strengths within the team. Proven ability to form long-lasting and mutually beneficial relationships with customers. Deep technical knowledge of HVAC and the manufacturers that serve that market. (Including use of voltmeter) Demonstrated ability to multitask with effective organizational skills and attention to detail in a fact paced environment. Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to service-related issues. Ability to operate under pressure, tight deadlines and within the demands of an active job site. Energetic with a positive attitude that is conscientious, enthusiastic, articulate, and possesses a professional attitude to handle a fast-paced work environment. Interact professionally with other employees, customers and suppliers and work effectively as a team member. Strong written and verbal communication skills with both internal employees and external customers.
Benefits
- We Offer a Competitive Salary with a robust Benefits Package that includes: 401(k) with employer match (immediate vesting), Medical – HDHP & PPO options, Dental HSA with employer matching contributions, FSA & Limited FSA, Vision Employer paid life/AD&D insurance, Voluntary life insurance plans, Paid Family Leave, PTO, Paid Company Holidays – 10 Days, Employer paid short-term disability, Long-term disability, Referral Bonus Opportunities, Other voluntary fringe benefits.