Commercial HVAC Service Manager
About The Position
Carrier Global Corporation is a global provider of intelligent climate and energy solutions. The Service Manager leads field technicians and operations professionals in executing planned maintenance, repairs, overhauls, and installation projects, with the goals of exceeding customer expectations and meeting 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, staffing, customer relationships, and financial results. They review work documentation and account receivables, address product and warranty issues, coordinate technician assignments, and respond to customer feedback and complaints. The position also involves participating in daily DMB meetings and driving improvement in KPIs and field operations.
Requirements
- High school diploma or GED.
- Valid driver's license.
- At least 5 years of experience managing or leading a team of technicians.
Nice To Haves
- Proven experience in the commercial HVAC industry.
- Bachelor's degree in Business Management or Engineering preferred.
- Working knowledge and understanding of commercial HVAC systems.
- Management experience in the commercial HVAC industry.
- Technical aptitude, knowledge of local building codes, and ability to use available resources to develop solutions.
- Good computer skills, including 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, perform offline tasks assigned in DMBs, and escalate blockers to improve KPI performance and field operations.
- Join daily DMB meetings prepared to discuss relevant KPI progress and actions for underperforming KPIs.
- Ensure environmental, health, and safety compliance within the service team, and train employees to support a safe and productive work environment in the shop and at customer sites.
- Review work orders, invoices, and time reports for accuracy and efficient accounts receivable management.
- Resolve warranty issues, product recall notices, operational product problems, premature failures, and other issues involving products and equipment sold and serviced by the company.
- Communicate regularly with the team to ensure personnel are scheduled and dispatched according to skill level, efficiency, and training requirements.
- Recruit, interview, hire, and train technicians as needed 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 required 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.
Benefits
- Medical, dental, and vision coverage.
- Wellness incentives.
- Retirement benefits.
- Paid vacation days, up to 15 days.
- Paid sick days, up to 5 days.
- Paid personal leave, up to 5 days.
- Paid holidays, up to 13 days.
- Birth and adoption leave.
- Parental leave.
- Family and medical leave.
- Bereavement leave.
- Jury duty leave.
- Military leave.
- Purchased vacation.
- Short-term and long-term disability.
- Life insurance and Accidental Death and Dismemberment coverage.
- Health Savings Account, Health Care Spending Account, and Dependent Care Spending Account.
- Tuition assistance.
- Potential short-term cash incentives, subject to plan requirements.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
