HVAC Branch Service Manager

Johnson Controls•Las Vegas, NV

About The Position

The Branch Service Manager owns day-to-day service business processes and team management for the branch, ensuring customer satisfaction and financial objectives are met. The role leads local service support, strengthens branch performance through effective use of service applications and business processes, and helps drive sustainable, profitable growth across all service business lines. The manager directly supervises the service business support team and partners with branch service leaders and customer service representatives on forecasting, business analysis, and financial performance. The role coaches teams on business practices and service applications, reinforces training and process standards, and contributes to customer satisfaction and account management activities. It requires disciplined operations, safety, clear communication, practical problem-solving, and collaboration across branch roles and with internal and external partners.

Requirements

At least 5 years of service industry experience managing service operations and/or service dispatch or scheduling.
Strong organizational skills and attention to detail.
Strong interpersonal skills and ability to communicate effectively with internal and external clients.
Ability to manage a large and diverse number of projects, tasks, and issues with tact, cooperation, and persistence.
Ability to prioritize work activities based on financial impact to business goals.
Demonstrated written and verbal communication skills.
Experience with basic project accounting or costing principles.
Ability to positively represent Johnson Controls and communicate with people at varying levels.
Ability to influence diverse teams to accomplish tasks and goals.

Nice To Haves

Associate’s degree.
Prior dispatch experience.
Familiarity with service applications, account management support, asset management, invoicing, file maintenance, and service order posting.

Responsibilities

Own day-to-day local service business operations and ensure business processes are consistently executed.
Partner with Truck Based Service Managers and Customer Service Representatives on forecasting, business analysis, and financial performance.
Directly supervise the service business support team, including account management support, asset management, invoicing, file maintenance, and service order posting.
Coach and support branch service teams on business practices and service applications to improve performance and customer experience.
Serve as the subject matter expert for service business processes and application actualization across the local service organization.
Ensure training, communication, measurement, and reinforcement of processes and service applications.
Support delivery standards aligned with BSNA objectives for sustainable, profitable growth.
Contribute to customer satisfaction, service team business plans, and account management activities as needed.
Maintain disciplined service operations with accountability, safety, and integrity.
Understand branch realities, support frontline teams, and remove obstacles affecting service delivery.
Use metrics and disciplined forecasting to prioritize work based on financial impact and support accurate business decisions.
Reinforce process adherence, identify service application gaps, and use practical problem-solving to improve results.
Collaborate across branch roles and with internal and external partners to achieve shared goals.
Communicate expectations, coach team members, and align the team on standards, measures, and customer needs.