JOB TITLE:         Area Service Manager

FLSA STATUS:    Exempt

 

SUMMARY:

The Area Service Manager directly supervises and coordinates activities of the HVAC Service Technicians, while occasionally performing HVAC field work independently or alongside Service Technicians. This position oversees the day-to-day operations of the Service Department, including Service Support in specific locations, ensuring successful completion of repair requests and services to customer satisfaction.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The requirements listed below are representative of the knowledge, skill, and/or ability, and physical demands required.

 

• Manages and develops the HVAC Service Team, which includes a culture of safety, hiring, disciplining and terminating of employees, setting work priorities, conducting staff meetings, counseling employees, evaluating performance and directing work assignments to ensure effective production.

• Encourages a Team atmosphere and provides support to service staff with eagerness and professionalism.

• Evaluates workload and schedules service work with Service Coordinator(s) and Service Billing Administrator(s) in a way that best utilizes manpower and maximizes profits.

• Coordinates safety training and professional development for the Team.

• Resolves customer issues and complaints to ensure customer satisfaction.

• Generates reports and measures of departmental operations as well as records on all inventory, tools and vehicles.

• Prepares and presents quotes for add-on/replacement of equipment, preventive services and/or remediation, on request.

• Occasionally performs equipment start up to exceed customer satisfaction.

• Works directly with the Service Coordinator(s) and Service Billing Administrator(s), providing guidance with invoicing and billing issues.

• Attends company meetings to exchange product information and coordinate work activities with other departments.

• Confers with General Manager – Aftermarket Group to develop methods and procedures to increase productivity, sales, expand markets, and promote business.

• Maintains vehicles by keeping record of service manuals, scheduling and completing repairs and maintenance work, as well as inspections and registration renewals.

• Directly responsible for Profit & Loss of the department.

• Performs all other duties as assigned.

 

SUPERVISORY RESPONSIBILITES:

 

• Supervises the Service Team, including the hiring, training, coaching, developing, evaluating and disciplining of the Team.

• Monitors Team performance to ensure jobs are being completed timely and in a professional manner putting the customer first.

 

COMPETENCIES:

 

• Time Management- Uses time effectively and efficiently. Values time. Concentrates efforts on the more important priorities. Gets more done in less time than others. Can attend to a broader range of activities.

• Quality Management- Provides the highest quality products and services which meet the needs and requirements of internal and external customers. Commits to continuous improvement through empowerment and management by data, open to suggestions and experimentation.

• Active Listening - Gives full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

• Managing Customer Focus- Promotes customer focus. Establishes customer service standards. Provides training in customer service delivery. Monitors customer satisfaction. Develops new approaches to meeting customer needs.

• Organization- Marshals resources (people, funding, material, support) to get things done. Can orchestrate multiple activities at once to accomplish a goal. Uses resources effectively and efficiently. Arranges information and files in a useful manner.

• Job Knowledge- Includes awareness and possession or mastery of special facts, practices, manual skills and techniques and decision-making methods.

• Communication Oral- Speaks clearly and persuasively. Listens and gets clarification. Responds well to questions. Demonstrates group presentation skills. Participates inmeetings.

• Problem Solving- Solves difficult problems with effective solutions.

 

QUALIFICATIONS:

 

• Education and/or Experience- High School Diploma (or GED or High School Equivalence Certificate required). 2-4 year degree from an accredited trade school, college, or university preferred. 10+ years of HVAC service in commercial or industrial preferred. NATE certification and EPA certification is required. Minimum of 5 years of management experience required.

• Language Skills- Ability to read, analyze, and interpret sales/ticket orders and other documents in English. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to interact clearly and effectively, in both written and oral communication, with supervisor, customers, direct reports, co-workers, vendors, etc.

• Computer Skills- To perform this job successfully, an individual should be proficient in personal computer skills including electronic mail, record keeping, routine database activity, word processing, spreadsheet, etc. This role requires a proficient level of knowledge of Microsoft Office. Other industry platforms are also utilized.

• Other Qualifications- Valid in-state Driver’s License and clean driving record required. Regular travel requirements with frequent overnight travel.

 

PHYSICAL DEMANDS:

 

While performing the duties of this job, the individual will be standing, climbing, balancing, stooping, kneeling, crouching and crawling 50 percent of the time. This individual will frequently move about inside tight and cramped spaces. This individual is frequently required to walk, use hands and fingers to reach, feel, grasp/manipulate and be able to reach with hands and arms. Specific vision abilities include the ability to see well up close and at a distance, the ability to distinguish, colors, good peripheral vision and depth perception, and the ability to adjust focus. The employee is regularly required to talk and hear. The employee must regularly lift and/or move up to 50 pounds, occasionally lift and/or move up to 100 pounds. The individual must be capable of reviewing their work for errors and making adjustments as necessary.

 

The individual must be able to remain in a stationary position for 50 percent of the time while operating their computer and performing office work. They continually operate a computer and other office productivity machinery, such as a calculator, copy machine, fax machine, and computer. They must be able to exchange accurate information with customers and others in the office setting while interacting.

 

WORK ENVIRONMENT:

 

This position requires working outdoors, in mechanical/equipment rooms and in possible extreme weather conditions. The employee is regularly exposed to moving mechanical parts and heavy equipment. The employee is frequently exposed to wet and/or humid conditions, high, precarious places, fumes or airborne particles, outside weather conditions, risk of electrical shock (high voltage) and vibration. The employee is occasionally exposed to toxic or caustic chemicals, extreme cold and extreme heat. The noise level in the work environment is usually moderate. The noise level in the office is usually low to moderate. This work environment is a controlled climate.

 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

NOTE:

 

This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.