Commercial HVAC Service Manager

Carrier•Bartlett, TN

11d•$79,000 - $158,000

About The Position

Carrier Global Corporation is a global leader in intelligent climate and energy solutions, focused on innovations that bring comfort, safety, and sustainability to life. The Service Manager leads field technicians and operations professionals in executing planned maintenance, repair, overhaul, and installation projects to exceed customer expectations and meet revenue and margin targets. The role calls for a strong understanding of the commercial air conditioning business, including relationship management, talent development, field operations, and safety. The manager oversees service-team performance, safety compliance, field operations, staffing, customer relationships, and financial results. They monitor key performance indicators, address operational and customer issues, and ensure teams are appropriately scheduled, trained, and equipped to deliver effective service.

Requirements

High school diploma or GED.
Valid driver's license.
At least 5 years of experience in the commercial HVAC industry.

Nice To Haves

At least 5 years of experience managing or leading a team of technicians.
Bachelor's degree in Business Management or Engineering preferred.
Working knowledge and understanding of commercial HVAC systems.
Technical aptitude, knowledge of local building codes, and ability to use available resources to develop solutions.
Good computer skills, including proficiency with common office applications such as MS Word, Excel, and Outlook, and ability to navigate SalesForce.com, ServiceMax, ERP, and other business applications.

Responsibilities

Ensure Service & Optimization guidelines and best practices are followed.
Identify actions proactively, complete offline tasks assigned in DMBs, and escalate blockers to improve KPI performance and field operations.
Attend daily DMB meetings and discuss progress on relevant KPIs and actions to improve underperforming KPIs.
Ensure environmental, health, and safety compliance within the service team; train employees to maintain a safe and productive work environment in the shop and at customer sites.
Review work orders, invoices, and time reports for accuracy and efficient management of accounts receivable.
Resolve warranty issues, product recall notices, operational product problems, premature failures, and other issues relating to products and equipment sold and serviced by the company.
Communicate regularly within the team to ensure personnel are scheduled and dispatched appropriately by skill level, efficiency, and training requirements.
Recruit, interview, hire, and train technicians to meet workload demands and company or customer expectations and requirements.
Meet customers in the service territory to ensure satisfaction and retention and identify additional service opportunities.
Supervise and direct field technicians performing equipment repair, maintenance, start-up, operation, and other duties to ensure customer satisfaction.
Forecast, monitor, and document financial performance against plan.
Coordinate, prioritize, and resolve issues encountered by a more experienced team.
Manage a more experienced team according to established programs and objectives.
Contact customers, collect feedback, and establish and maintain good customer relationships.
Respond to key customer complaints and conduct customer satisfaction investigations to establish appropriate improvement plans.