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.
• 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.

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.
• Promote 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

• Ability to stand, walk, climb, kneel, stoop, and perform manual tasks throughout the workday.
• Must be capable of lifting, pushing, and pulling materials and equipment up to 75 lbs.
• Work may occur indoors and outdoors, in varying weather conditions, noise levels, and construction environments.
• Potential exposure to construction-related hazards and materials consistent with commercial jobsite conditions.