HVAC Regional Service Manager

Nextech•Worthington, OH

13d

About The Position

The Regional Service Manager (RSM) manages technicians and administrative staff and supports the development of the operational team and the quality of customer support. The role requires clear communication with customers, colleagues, and others; adherence to applicable work instructions and safety procedures; and completion of required documentation. The manager is accountable for assigned divisions, customer relationships, service performance, staffing, scheduling, and labor and material costs.

Requirements

Five years of field technical HVAC experience or equivalent business experience.
HVAC management experience.
Technical knowledge to provide value to technicians and customers.
Extremely high level of urgency in resolving problems.
High level of computer skills.
Ability to build rapport with clients.
Proven track record in a prior role.
Even-tempered personality and drive for success.
Ability to focus on desired results.
Strong organizational skills, including ability to manage multiple tasks, prioritize, and meet deadlines.
Ability to adapt to a fast-paced environment and deadlines.
Strong attention to detail.
Effective spoken and written English communication, including conveying job-related information clearly, understanding and responding accurately to questions and instructions, and reading, interpreting, and preparing job-related documents.

Responsibilities

Recruit and develop the administration team.
Deliver company goals and metrics.
Provide customer satisfaction and consistently deliver a high level of customer service.
Onboard dispatchers.
Evaluate staff and conduct annual reviews with Operations Manager approval.
Review company reports and share them with the team.
Communicate needs to field teams, dispatchers, ASMs, Operations Managers, and VPs.
Act as the escalation point for callbacks.
Promote the company’s image, appearance, and reputation.
Manage customer relationships for the assigned area.
Maintain and communicate a weekly activity schedule.
Ensure efficient, well-planned scheduling of calls.
Ensure the area meets or exceeds customer and company SLA requirements.
Manage dispatchers and ensure company systems and procedures are followed.
Maintain bottom-line accountability for assigned divisions.
Manage labor and material costs.
Support ASMs and the development of technicians.
Communicate job-related information clearly and accurately with customers, colleagues, and others necessary to perform assigned duties.
Follow applicable work instructions and safety procedures, and complete required documentation.