Service Manager

Duties and Responsibilities

• Provide exceptional support to both internal and external customers.
• Actively monitor customer service trends and make necessary improvements.
• Aid the team in developing standards and processes to continuously elevate the overall service experience.
• Maintain customer response times and make adjustments to ensure meeting contractual service level agreements (SLA’s).
• Support for questions and issues from all employees and end users.
• Work closely with the Sales team on service-related escalations and aging calls.

Leadership

• Build a team of top talent and mentor the next generation of industry leaders.
• Be a coach, lead change, and inspire your team every day.
• Manage overall performance of assigned Service Technicians and corresponding territories.
• Offer regular coaching and feedback and have a deep knowledge of your team and each member's strengths, weaknesses and opportunities.
• Conduct timely and constructive performance reviews for each direct report, approve timecards, handle PTO requests, on-call scheduling, and other logistical matters associated with managing staff.

Financials

• Understand our business, know the numbers and lead the center's daily operations to achieve specific goals in productivity, quality, output, cost as well as revenue and margin.
• Meet or exceed budgeted goals for parts and labor costs and technician productivity.
• Drive productivity and help the team meet efficiency goals, using Climate Pros tools for success including service reporting.

Operational Improvement

• Drive continuous improvements to facilitate exceptional team output and customer service.
• Learn and master our proprietary tracking software including the invoicing process, dispatching process and operations support functions.
• Own every aspect of your center's performance.
• Champion safety, efficiency, quality, and overall excellence in all of your actions and decisions.