Area Service Manager

Carolina Chillers•Hartsville, SC

3d•Hybrid

About The Position

Under general direction, the Area Service Manager manages a service business, grows the labor and material business, and delivers customer satisfaction plans, including revenue, gross margin and service asset management. This role deploys and maintains standardized tools, systems and support for the assigned Service Teams. The manager is responsible for managing resources to maximize customer satisfaction and improve productivity and profitability, while effectively recruiting, developing and retaining employees. The position ensures overall operational excellence and service growth. The Area Service Manager is actively involved in the local service community, industry organizations, and charity organizations and face-to-face networking with technical schools, community colleges, and local leadership. This role assists the Service Operations Manager on the successful execution of service strategies and objectives, effectively plans operational resource needs, and assists in allocating resources throughout the assigned territory to meet near-term commitments. The role also assists the Service Operations Manager in the preparation of the annual service financial operating plan.

Requirements

Bachelor’s degree desired or eight to ten or more years of progressively more responsible operations management experience in the Service Industry.
Includes five or more years of direct management experience.
High-level competence in written and verbal communication.
Strong presentation skills and proficiency in speaking to large audiences.
Able to lead and direct diverse teams.
Able to travel up to 50% of time.

Nice To Haves

Previous sales and/or Account Management experience desired.
Industry networking experience desired.

Responsibilities

Leads the execution efforts of the Service business and ensures consistency of delivery systems across the territory.
Manages the HVAC Service execution business and financial plans.
Drives profitable growth through effective management of assigned assets (people, financial and material), meeting or exceeding profitability goals.
Develops strategic operating plans for the assigned Service Business in alignment with goals and visions, including participating in strategic Account Plans, annual financial and operating plans, and revenue and margin forecasts.
Leads efforts to identify, secure, and retain service customers by actively networking with community business, governmental, and professional leadership, establishing relationships that enhance the local reputation and ensure referrals and proposal requests.
Builds an environment that energizes team members to provide high-quality, cost-efficient, customer-directed service and exceed performance targets.
Recommends and supports staffing requirements for the assigned Service business, serving as a communication channel for best practice strategies and results.
Audits the effectiveness of service operations and makes changes to improve performance, ensuring contractual obligations are completed and customer satisfaction is achieved.
Drives operational review meetings and reviews proposals and estimates for accuracy.
Manages the appropriate assignment of customer accounts between service operations and the sales force.
Analyzes operations processes and provides recommendations for improvements, identifies potential customers/markets, and implements required changes on pricing and gross margins.
Executes other managerial responsibilities, such as hiring, performance reviews, and acquisitions consistent with established business strategy.
Recruits, hires, and retains Service support operational staff.
Prepares and delivers clear performance expectations, performance reviews, and development plans for direct reports, teaming with the appropriate matrix functional manager.
Ensures a consistent level of coaching, including one-on-ones, operational and financial reviews.