Service Manager

The Service Manager is the leader of our service team. In this role, you will be responsible for delivering an impeccable service experience to each and every. Climate Pros customer while preparing Climate Pros Service team to meet the needs of our customers and beyond.

Duties and responsibilities

• Responsible for overall performance of assigned Technicians and territories.
• Answer service questions and issues from all employees and end users.
• Maintain budgeted goals for parts, labor and technicians.
• Drive productivity utilize service reporting to help get team to efficiency goal.
• Sales liaison for service-related escalations and aging calls.
• Provide exceptional support to both external customers and internal employees.
• Manage Technicians performance reviews, weekly timecards, PTO, etc.
• Understand ticket systems, invoicing service calls, dispatching duties, and phone support.
• Monitor Customer Response Times per service call.
• Our customers are changing the world, and it is your responsibility to exceed their expectations of what a service experience should be. We expect you to go above and beyond for our customers. You will actively monitor customer service trends to make necessary improvements and assist your team in developing appropriate standards and processes to continuously elevate the overall service experience.
• As a Service Manager lead by example. We expect you to put your teams’ success before your own, and actively involve yourself in your team members, growth and development.
• Your team will look to you to set the standard for open communication, active problem solving, and a positive work environment. 
• We will look to you to build a team of top talent and mentor the next generation of leaders. 
• Our Service Managers are the coaches of their teams you must provide regular coaching and feedback and have a deep knowledge of your teams’ strengths and opportunities. 
• You will be responsible for leading change and inspiring your team every day.
• As a Service Manager, you must understand and own every aspect of your service centers performance. 
• You will be responsible for driving continuous improvements to facilitate exceptional team output and customer service. 
• We expect you to champion safety, efficiency, quality, and overall excellence in all your actions and decisions. 
• Financials: Service Managers are expected to understand our business, know their numbers, and lead the centers daily operations to achieve specific goals in productivity, quality, output, cost as well as revenue / margin where applicable.
• Perform other related duties as required and assigned.

Experience and education

• Maintain communication and provide feedback, guidance, training and encouragement in order to impact results.
• Minimum of 5 years business/service management experience
• Strong customer service skills, proper phone etiquette and customer centric
• Excellent verbal and written communication skills for both internal and external
• Strong interpersonal skills, take initiative and team building all in order to manage in a team environment
• Intermediate knowledge of MS Office (Excel, Outlook, Word)
• Bachelor’s degree or equivalent professional experience.
• Prior leadership experience in a service-focused industry.
• Experience leading teams and managing a diverse group of roles and responsibilities.

Physical requirements and working conditions

• Regularly required to sit, stand, and walk; occasionally lift and/or move up to 25 pounds; noise level is usually moderate. 
• All employees may be required to visit a customer site and/or complete a ride along with a field technician as part of their employment.

Climate Pros is an Equal Opportunity Employer and does not make any decisions regarding applicants or employees based on actual or perceived race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.