Service Manager

McMinnville, TN
Full Time
Manager/Supervisor

Service Manager 
McMinnville, TN 

Summary: Leadership and motivation of HVAC & Plumbing Service Technicians. The Service Manager is responsible for all service areas within the given market(s). The Service Manager will directly manage all the things that encompass the Service Department, including but not limited to implementing company policies, aiding in the training of employees; planning, assigning, and directing work; overseeing performance of technicians; adhere to Core Values: Respect, Integrity, Commitment, & Positivity; evaluating employees; addressing complaints and resolving problems.

General Duties and Responsibilities – (included, but not limited to):
  • Track and monitor Key Performance Indicators (KPI’s) and review with Service Technicians on an individual basis against established goals.
  • Track manufacturer issues, callbacks, overtime, and work to maximize departmental efficiencies and minimize unassigned time.
  • Growth of Service Department revenue through maximization of technician billable time and promotion and monitoring of accessory sales and ensuring technicians are trained on new technology.
  • Promote and monitor Maintenance Agreement sales and establish regular meetings with the Maintenance Coordinator.
  • Establish and maintain clear lines of communication with technicians, dispatch, salesmen, and management.
  • Coordinates with dispatch, maintenance, and management to establish target bookings per day both short term (daily) and long term (weekly/monthly). Establish minimum Maintenance units for future bookings taking into consideration forecasted weather and anticipated demand and service technician availability. Calculate and monitor average maintenance times per unit to ensure that maintenance bids are correctly estimated.
  • Maintain the On Call and After-hours Technician schedule to ensure there is adequate primary and backup availability for after-hours and emergency service.
  • Provide direct oversight and supervision of employees performing field service, installation, and customer service work. Utilize customer service skills to respond to elevated customer calls and offer customer issue resolution.
  • Develop, coach, mentor, and motivate technicians, manage workload, and resource allocation, execute performance reviews, institute corrective actions, and support resources through training and development.
  • Complete all tasks given by management, including but not limited to service calls, maintenance calls, and all other field and office duties.
  • Attend daily huddles to report the number of calls on the board for the day.
  • Assist with quoting repairs when needed.
  • Maintain 85% for collection rates.
  • Ensure technicians complete system evaluations and provide 5-star customer service.
  • Ensure that maintenance is scheduled.
  • Weekly one-on-one meetings with all technicians.
  • Assisting technicians with call issues.
  • Ensuring that timesheets are reviewed daily submitted to payroll on a timely basis.
  • Manage service technicians time for efficiency, making sure they complete jobs in a timely manner, and our dispatch to their next call.
  • Ensure that technicians debrief after each call.
  • Assist with customer issues.
  • Monitor and ensure that payments and warranty parts are processed in a timely manner.
  • All other duties as assigned by the Sr. Leadership Team.
Education/Experience/Skills: Minimum of 5 years of HVAC Residential and Commercial Service or Supervision experience is required.  Heavy on HVAC Technical experience and Refrigeration experience is desirable. A 2- or 4-year degree from an accredited trade school, college, or university is preferred. Computer proficiency is required, including Microsoft Office (Excel, Outlook, Word) and Apple mobile devices.

Licenses or Certifications Required:
  • NATE
  • EPA
  • TN Driver’s License and insurability requirements apply.
Physical/Mental/Visual Requirements: Requires frequent standing, walking, climbing, use of manual and bi-manual dexterity, fine and gross motor skills, eye/hand coordination, near/far vision, color definition, hearing, and speech. Frequently lifts and carries up to 30 pounds. Occasionally sits, kneels, bends, steps up/down and/or reaches above shoulder. Occasionally lifts and carry 31-60 pounds. Requires concentrated mental and visual attention more than 50% of the time for monitoring terminals and entering data.
Physical Working Conditions: Continuously works inside, closely with others, around moving equipment, exposed to noise/vibrations. Occasionally, it works outside, exposed to excessive cold/heat, excessive humidity/dampness and operates moving equipment or vehicles. Rarely work alone, exposed to dust/dirt/pollen, water, chemicals/ solvents/detergents/cleaners. Walks on uneven surfaces or climbs ladders. Hazards may include back injury.

All candidates are required to undergo a pre-employment background check, drug screening and must have a valid driver’s license.

If you have questions our recruiter can be contacted at 615-653-1090 call/text. Our office is located at 959 North Thompson Lane in Murfreesboro, TN.
 
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