service manager

Job Description

Service Manager

Position Overview:

As a Service Manager, you will be at the forefront of our branch operations, leading a team of 1 to 12 Service Technicians. Your primary focus will be to enhance our customer experience through excellent service management and proactive communication. You will collaborate with outside sales personnel and inside sales staff to ensure timely and efficient service delivery to our customers in your territory.

Job Duties/Responsibilities

• Process customer orders received from the sales department or branch manager, ensuring accurate fulfillment and timely delivery.
• Deliver exceptional customer experiences that motivate clients to return for future business.
• Install equipment as needed, including running temporary hoses for heating units and flexible ductwork for cooling applications.
• Adhere to safety protocols by utilizing appropriate PPE and fall protection as required.
• Execute equipment startups and conduct necessary service repairs.
• Coordinate pickup and assessment of returned equipment from customer locations, documenting return details accurately.
• Perform reconditioning of equipment according to standard procedures and complete required checklists.
• Efficiently manage equipment storage and organization within the branch warehouse.
• Clean and maintain chillers and large air conditioning units while pulling necessary accessories from inventory for orders.
• Start, troubleshoot, and repair oil-fired heating and air conditioning equipment, including refrigerant circuit repairs.
• Support the installation of air-cooled chillers and large package HVAC rental equipment.

Managerial Duties

• Drive continuous improvement in customer experience, ensuring high service quality as a key growth strategy.
• Lead the development and adherence to service processes within the branch for consistent service delivery.
• Foster a positive work environment focused on employee development, accountability, and satisfaction.
• Communicate branch goals, supply necessary resources for achieving them, and monitor progress.
• Implement service procedures and conduct audits to support operational consistency.
• Uphold company core values in all business conduct.
• Assess and maintain service tools, PPE needs, branch inventory, and adhere to Mobile Air guidelines.
• Oversee training for Service Technicians in preventive maintenance, testing, and installing various rental equipment.
• Regularly assess service operations against targets, utilizing customer feedback for continuous improvement.
• Perform other duties as assigned.

Requirements

• 2-5 years of experience in the HVAC rental industry or a related field, preferably in a service management role.
• Associate degree from an accredited vocational college is preferred.
• HVAC certification (2-year program or Universal Refrigeration Certificate) or equivalent experience is desired.
• 1-3 years of supervisory experience is required.
• Proficiency with Microsoft Office products or similar software; familiarity with MRP or Rental software is a plus.
• Proven ability to work independently and as part of a team with minimal supervision.
• Strong organizational skills and attention to detail, with a proactive approach to problem-solving.
• Excellent written and verbal communication skills.
• Ability to lift and move equipment up to 50 lbs. using safe lifting practices.
• Must be able to pass a DOT physical and drug test to operate company vehicles.
• Valid driver's license and a clean motor vehicle report (MVR) are mandatory.
• Successfully pass a background check
• Strong customer service orientation and mechanical aptitude.
• A genuine desire to learn and develop in the role.

Work Schedule

This position may require working a rotating on-call schedule and being available for evenings, weekends, and holidays during peak seasons. Travel may also be necessary. Overtime and double-time pay rates apply for applicable hours worked.

Benefits

• Competitive hourly pay
• Quarterly bonus opportunities
• Health, Vision, and Dental Insurance
• Life Insurance
• 401k with company match
• Paid time off (vacation, sick days, holidays)
• Career development
• Employee discount programs

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