JOB DESCRIPTIONPosition: HVAC Service/Installation Manager Reports to: HVAC Service Operations Manager Status: Exempt Full-timeSalary Range: $70k - $90kESSENTIAL FUNCTIONS- include and are not limited to:The HVAC Service/Installation Manager is responsible for working with HVAC Field Supervisors, Service Technicians and Installation teams to provide leadership, guidance, training & development and any other support that they may need to perform their job to the best of their abilities while maintaining or exceeding company standards. Is responsible for working with HVAC field staff on communications and implementation of standard operating procedures and best practices for their region. This position will require time in the field in support of field staff for training and in areas that require special attention. Is responsible directly and/or indirectly for HVAC Field Supervisors, HVAC Service Technicians and Installers, HVAC Service Coordinators, and HVAC Service Parts Coordinators. The HVAC Service/Installation Manager is accountable to their regions HVAC Division P&L, is responsible for accuracy in service/installation job documentation and assists with the service/installation billing process.MANAGEMENT RESPONSIBILITIES- include and are not limited to:
Work with our HVAC Customer Service Team to oversee and coordinate completion of all Service and Installation teams' daily tasks according to their current job description. Includes proper skill matching, efficient routing, providing information, tools and necessary materials to complete their jobs.
Work with HVAC Field Supervisors and HVAC Parts Coordinators to ensure needed tools, parts, and inventory are matched with the work being done in the field to help reduce waste and increase efficiencies.
Work closely with Sales Specialists, Customer Service Team, and Field Teams on the planning and preparation of service and installation jobs.
With the assistance of the HVAC Field Supervisor, coordinate required training for all Technicians and Installers, either as a group or individually as needed. This includes the training for all new hires.
Be a line of support for our HVAC Field Supervisors, Technicians and Installers to ensure compliance with company policies & processes, development, quality control, safety, and profitability in the field while providing our customers the highest possible level of customer service.
Review service tickets and installation folders to ensure all field personnel adhere to procedural standards of reporting and documentation.
Assist with billing of Service and Installation jobs, and is responsible for accuracy in service/installation job documentation.
Ensure communication between Sales and Installation Teams.
Occasionally ride and work with Service Technicians and Installers on site as needed for the purpose of training, quality control, compliance with company safety polices and to identify areas where individuals need training.
Work in the field on advanced or more complex problems that require special attention as needed.
Works with HVAC Customer Service Team, Sales Specialists, and Billing to help implement consistent HVAC processes across all departments.
Assists HVAC Service Operations Manager as needed on development, creation, and implementation of Service department quality standards and best practices.
Works with Regional, Operations, Service and Customer Service on the rollout of new processes and provides continual support throughout implementations.
Provides training and guidance on adopted best practices in person and remotely.
Demonstrate our communication standards and uniformity in how our branch personnel communicate with our customers.
Assist branch employees with walk in customers, phone sales, customer complaints, and past due collections as needed.
Assist with the recruiting, interviewing, and hiring of administrative staff, Service Technicians and Installers as needed.
Assist with and approve weekly payroll for all employees under your supervision.
Complete any reports and paperwork according to company standards, policies and procedures.
Exchange trade related knowledge and information with the supervisor and co-workers.
Communicate with the supervisor on a daily basis.
Participate in any required certifications and safety meetings.
Report any incidents promptly and accurately.
Reports to work with minimal absenteeism or tardiness.
Attend job related trainings and meetings as requested.
Performs other job-related activities, tasks, and special projects as assigned
FIELD REQUIREMENTS:
Have the ability to install, maintain and repair heating, ventilation, and cooling units. Includes proper diagnosing and repair of mechanical & electrical components for these systems.
Have the ability to diagnose diverse service and installation issues, obtain any replacements parts, calibrate system to manufacturer's recommendations and explain fully to customer what the issue is and what is needed to correct it.
Ability to identify and discuss potential opportunities for additional business with customers.
QUALIFICATIONS AND SKILLS- include and are not limited to:
Minimum of 2 years of managerial experience in a technical trade industry (preferably HVAC) overseeing technical work in home services business.
Minimum of 5 years of experience in installation, maintenance, troubleshooting, and correcting diverse HVAC service issues.
Strong leadership qualities, including a positive attitude and being able to work with others in a team atmosphere.
Excellent customer service skills with a strong desire to exceed customer expectations.
The ideal candidate is highly organized and detail oriented.
Possess computer skills, including basic Excel, Word, Outlook email, and typing.
Excellent communication skills, verbal and electronic.
Is comfortable teaching and relaying information in a way that can be easily comprehended.
Active listening and collaboration skills.
Respond positively to coaching and incorporate feedback.
Has advanced knowledge of the HVAC business workings and a desire to learn.
Multi-tasks and has high standards for quality and accuracy.
Works well independently and as part of a team.
Enjoys working on projects and participating in creating and implementing new processes and procedures.
Has patience and can maintain composure under frustrating circumstances.
Can see big picture and work well with other departments to overcome challenges.
Ability to travel regularly with occasional overnights
OTHER REQUIREMENTS:
This position also requires the HVAC Service/Installation Manager to be available after normal business hours and on weekends as needed to handle all necessary customer inquiries.
The position requires having excellent customer service, listening and influencing skills.
Valid driver's license and clean vehicle driving record.
The list of requirements, duties and responsibilities is not exhaustive but is merely the most accurate list for the current job. Management reserves the right to revise the job description and to require that other tasks be performed when the circumstances of the job change. (For example, emergencies, changes in personnel, workload or technical development.)