Service Manager

About the role

Join us at Climate Pros as our Service Manager and lead a team of dedicated technicians to deliver unparalleled service in commercial refrigeration. Your role isn't just about fixing equipment; it's about cultivating a culture of excellence where every customer interaction leaves a lasting impression. As a visionary leader, you'll guide your team to exceed expectations, foster growth, and embrace challenges head-on. With your expertise and commitment, you'll ensure that Climate Pros continues to set the standard for service excellence in our ever-evolving world.

Our customers aren't just businesses; they're change-makers, innovators, and visionaries in their own right. It's your responsibility to not only meet but exceed their expectations of what a service experience should entail. We're not just in the business of refrigeration; we're in the business of forging lasting connections and leaving indelible impressions.

As a leader, we expect nothing short of excellence from you. You'll lead by example, putting your team's success before your own and actively engaging in their professional growth and development. Open communication, proactive problem-solving, and fostering a positive work environment will be your guiding principles as you set the standard for your team.

Responsibilities

• Service Management:
  • Provide exceptional support to both internal and external customers.
  • Actively monitor customer service trends and make necessary improvements.
  • Assist the team in developing standards and processes to continuously elevate the overall service experience.
  • Monitor customer response times and make adjustments to ensure we meet contractual service level agreements (SLAs).
  • Provide 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.
  • Learn, understand, and own every aspect of your center's performance.
  • Champion safety, efficiency, quality, and overall excellence in all of your actions and decisions.

Requirements

• 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 and walk.
• Occasionally lift and/or move up to 51 pounds.
• Noise level is usually quiet.