Position Summary

The Service Manager oversees all operations within the service department, driving profitability, efficiency, and customer satisfaction. This role involves managing service technicians, coordinating dispatch operations, ensuring high standards in customer service, and overseeing training and inventory. The Service Manager is responsible for the department’s continued growth and success through effective management, strategic planning, and a commitment to quality.

Required Qualifications

• Minimum of three years of experience in customer service management in a service industry or equivalent.
• High School Diploma and a valid driver’s license.
• Proficiency with computers, advanced customer service skills, and strong organizational abilities.
• Ability to manage multiple tasks effectively and maintain a high level of organization.

Preferred Qualifications

• Experience in the HVAC industry and knowledge of industry-specific operations.

Core Responsibilities

• Operational Management:
  • Ensure the profitability of the service department and actively secure new work and revenue streams.
  • Oversee the daily dispatching and scheduling of service technicians, ensuring jobs are completed efficiently.
  • Review all service invoices and payroll, and verify detailed, accurate documentation for customer clarity.
  • Maintain service vehicles, including cleanliness, stocking, and functionality, with monthly vehicle and tool inspections.
• Customer Relations & Quality Control:
  • Manage all customer interactions and address service-related inquiries, complaints, and large repair quotes.
  • Conduct quality audits and follow up on customer feedback to ensure a high level of satisfaction.
  • Track and approve technician commissions, ensuring accurate documentation and fair distribution.
• Inventory & Purchasing:
  • Manage service inventory, parts ordering, and establish inventory policies that align with company goals.
  • Implement the company’s purchasing policy and maintain proper levels of stock, especially for seasonal fluctuations.
• Team Training & Development:
  • Provide continuous training and ensure all technicians are well-equipped with the latest knowledge and tools.
  • Set an annual training schedule, oversee staff performance evaluations, and handle technician profitability reporting.
  • Schedule staff for internal and external training as needed to support team growth and skill development.
• Administrative Duties:
  • Oversee billing processes, ensuring all invoices are reviewed and sent to accounting daily.
  • Approve payroll, manage on-call schedules, and monitor service logs for accuracy.
  • Prepare and implement the service marketing calendar and manage maintenance agreements.

Performance Indicators

The Service Manager’s success will be measured by:

• Profitability & Efficiency: Achieving revenue targets, reducing non-billable warranty time, and increasing department profitability.
• Customer Satisfaction: Positive feedback and timely dispute resolution.
• Team Development: Improvement in technician skills, productivity, and efficiency.
• Operational Excellence: Reduction in seasonal revenue fluctuations, timely billing, and improved maintenance agreement sales.