HVAC Operations Manager

Nextech•Lenexa, KS

35d

About The Position

The HVAC/R Service Operations Manager oversees the service department’s operations and HVAC technicians. The role works directly with the team to support staff and organize, direct, coordinate, and control service activities to deliver outstanding customer service and strengthen brand recognition. The manager is responsible for the development and performance of the operational team and the quality of customer support. The position includes financial responsibility for operations; monitoring company reports and performance against goals; managing client Service-Level Agreements; addressing customer escalations; recruiting, hiring, training, and developing the service operations team; evaluating staff; and ensuring quality of work at customer facilities. The manager also communicates a weekly activity schedule to the VP of Operations and covers for next-level managers when they are absent. The role requires clear communication, adherence to work instructions and safety procedures, and completion of required documentation.

Requirements

At least 7 years of management experience in an HVAC contracting business or building-related services company.
HVAC/R technical background.
Understanding of quality-management principles related to effective communication.
Experience with management and conflict resolution.
Strong organizational skills, including the ability to manage multiple tasks, prioritize, and meet deadlines.
Ability to adapt to a fast-paced environment and deadlines.
Excellent written and oral interpersonal and communication skills.
Advanced Microsoft Office skills and computer literacy.
Effective spoken and written English sufficient to perform the position’s essential duties, including conveying and understanding job-related information, responding to questions and instructions, and reading, interpreting, and preparing job-related documents.

Responsibilities

Oversee operations of the service department and HVAC technicians, supporting staff and coordinating service activities.
Manage the full financial responsibility for operations.
Review company reports, including PMs, CINB, SLA, and P&L, and share relevant information with the team.
Handle customer escalation calls and provide solutions.
Ensure company goals are met monthly, quarterly, and yearly.
Manage Service-Level Agreements with current and new clients.
Recruit, hire, develop, and train the service operations team; develop a training plan for the service support team.
Deliver goals and metrics for the assigned group.
Evaluate employees and conduct annual reviews.
Identify and communicate opportunities for improvement.
Conduct quality assurance on work performed at customer facilities.
Cover for next-level managers in their absence.
Create, communicate, and send a weekly activity schedule to the VP of Operations.
Communicate job-related information clearly and accurately with customers, colleagues, and others as needed.
Follow applicable work instructions and safety procedures, and complete required documentation.