HVAC Regional Service Manager

Nextech•Tulsa, OK

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 is accountable for company goals and performance in assigned divisions, customer satisfaction, dispatch operations, labor and material costs, and service-level requirements. The RSM works with field teams and company leaders, manages customer relationships, and serves as an escalation point for callbacks. This position requires effective communication, HVAC technical knowledge, management experience, organization, and the ability to work in a fast-paced environment. The role also involves recruiting and developing the administration team, onboarding dispatchers, reviewing company reports, evaluating staff performance, maintaining weekly activity schedules, and ensuring company systems, procedures, work instructions, and safety procedures are followed. Required documentation must be completed. The stated compensation range is USD $85,000 to $95,000 per year. Physical requirements include operating a computer and office productivity equipment and sitting at a computer for up to eight hours.

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.
Level personality with a 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.
Ability to communicate effectively in spoken and written English to perform the position’s essential duties and responsibilities, including conveying job-related information understandably, understanding and responding accurately to questions and instructions, and reading, interpreting, and preparing job-related documents.
Ability to operate a computer and office productivity equipment 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 staff and perform annual reviews with Operations Manager approvals.
Review company reports and share them with the team.
Communicate needs to field teams, including Dispatchers, ASM’s, Operations Manager, and VP’s.
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.
Hold bottom-line accountability for assigned divisions.
Manage labor and material costs.
Support ASM 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.