HVAC Regional Service Manager

Nextech • Sun Prairie, WI

12d

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 effective communication with customers, colleagues, and others involved in assigned duties, as well as following work instructions and safety procedures and completing required documentation.

The RSM is accountable for assigned divisions, including company goals and metrics, customer satisfaction, dispatch operations, customer relationships, and labor and material costs. The manager supports assistant service managers and technician development, maintains activity schedules, and ensures calls are scheduled efficiently and service-level requirements are met.

Requirements

• Five years of field technical HVAC experience or equivalent business experience.
• HVAC management experience.
• Technical knowledge sufficient 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-keeled personality and drive for success.
• Ability to focus on desired results.
• Strong organizational skills, including the ability to manage multiple tasks, prioritize, and meet deadlines.
• Ability to adapt to a very fast-paced environment and deadlines.
• Strong attention to detail.
• Effective spoken and written English communication skills for the position’s essential duties and responsibilities, including conveying information clearly, understanding and responding accurately to questions and instructions, and reading, interpreting, and preparing job-related documents.
• Ability to operate a computer and office productivity machinery, such as a copy machine, telephone, and computer printer.
• Ability to sit at a computer for up to eight hours.

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 employees and perform annual reviews with Operations Manager approvals.
• Review company reports and share them with the team.
• Communicate needs to field teams, including dispatchers, assistant service managers, Operations Managers, and Vice Presidents.
• Serve 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 and well-planned scheduling of all 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 assistant service managers 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.

Benefits

• Health insurance, including a free employee-only option
• Dental insurance
• Vision insurance
• Accident insurance
• Critical illness insurance
• Disability insurance
• Supplemental life insurance
• Free life insurance equal to annualized pay rate
• 401(k) with a 50% match up to the first 5% of employee contributions
• Seven paid holidays
• Two paid personal days
• Ten paid vacation days

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed