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.
• Build a team of top talent and mentor the next generation of industry leaders.
• Lead the center's daily operations to achieve specific goals in productivity, quality, output, cost as well as revenue and margin.
• 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.
• Drive productivity and help the team meet efficiency goals, using Climate Pros tools for success including service reporting.
• 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.
• Champion safety, efficiency, quality, and overall excellence in all of your actions and decisions.

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.
• Provide 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.

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.

Desired Skills, Certifications, and Education

• Strong customer service skills, proper phone etiquette with a customer centric focus.
• Excellent verbal and written communication skills for both internal and external customers.
• Strong team and interpersonal relationship building skills.
• Intermediate knowledge of MS Office (Excel, Outlook, Word).
• Minimum of 5 years journeyman service or industry related experience.
• Ability to remain calm under pressure and multitask.
• Ability to Forecast business operation needs.
• Journeyman level or equivalent professional experience.
• Prior leadership experience in the commercial refrigeration industry is a plus.
• Experience leading teams and managing a diverse group of roles and responsibilities.
• Be an honest team player, growth-oriented, ability to do whatever it takes; safely!

Physical Requirements and Working Conditions

• Regularly required to sit; occasionally required to stand; walk; occasionally lift and/or move up to 51 pounds; noise level is usually quiet.

EEO Statement

Climate Pros is an equal opportunity employer committed to creating a diverse and inclusive workplace. We value and celebrate the unique perspectives and contributions of individuals, and we prohibit discrimination and harassment based on any protected characteristic as defined by applicable federal, state, and local laws.

Location(s)

Charlotte, North Carolina, United States

Compensation Range

$140-$145K w/ 15% bonus