HVAC Service Team Manager

Comprehensive Energy Services•Longwood, FL

About The Position

Comprehensive Energy Services, Inc. (CES) is an award-winning, self-performing provider and recognizes leader in Design-Build and Maintain Mechanical Contracting and Plumbing; providing a full range of advanced HVAC commercial, healthcare, and industrial services, and including mechanical engineering design, mechanical construction, plumbing, IAQ, and preventative maintenance and system maintenance. CES is seeking a Manager, for our HVAC Service Team who will be responsible for the overall customer satisfaction levels provided by the HVAC Service Team. The HVAC Service Team Manager will also be responsible for the Time & Material growth and execution performed by the Service team. It will also be critical for the HVAC Service Team Manager to ensure that all work performed is in compliance with state, local, and federal legal requirements and operates on the job with the highest of ethics .

Requirements

Minimum 15 years of customer service experience with knowledge in the HVAC industry
Minimum 5 years financial experience
High school diploma or general education degree (GED)
Valid Florida Driver's License is required
Incumbent must be insurable at all times by CES insurance carrier

Nice To Haves

Bachelors Degree of Business Administration preferred but not required
Background as a contractor preferred but not required

Responsibilities

Able to positively drive profitability and productivity of the Service Team
Manage and focus customer service agreements, renewals and develop customer relationships
Responsible for employee development and retention
Responsible for monthly department safety training
Work collaboratively with Branch Service Manager and Account Owner Sales Executives as needed to review sales opportunities prior to delivery of proposal
Ensure the Service Teamwork orders are handled accurately, on time, billed, within budget, and within the scope of work
Assist Accounting Team with customer collections as needed
Manage the capacity and staffing of the Service Team
Actively provide recommendations and solutions to customers
Superior verbal and written skills.
Strong interpersonal and organizational skills required
Able to demonstrate effective negotiation techniques
Able to provide strong analysis and judgment skills
Works well in a team environment
Advanced computer skills in MS Office Suite
Answer all customer inquires and concerns in a professional and timely manner
Support the Sales Manager in base growth
All Other Duties as Assigned by Management
Develop Service Technician's Skills, Capabilities, Qualifications, and Value
Review and establish educational training programs such as not limited to: Water source heating and cooling systems Direct Expansion(DX) systems Variable Refrigerant Flow (VRF) systems Customer Sales Customer Service Order tool (Tech Tool) Site estimating program
Schedule Classes and Training
Maintain CES annual performance review program
Educate code compliance
Maintain Service Department Vehicles
Company vehicles must be well maintained at all times
Ensure service technicians maintain vehicle cleanliness
Ensure that service technicians report necessary vehicle repairs immediately
Implement and manage vehicle maintenance program (i.e. brakes, engine, transmission, etc.)
Ensure truck inventories are standardized and listed
Monitor and maintain vehicle tool inventory whereby service technicians report loss or damage, when repairs are required, when replacement is required
Manage Service Department Inventory
Inventory Service Tech Tools on a frequent basis
Implement and manage the Warehouse inventory using a tracking system
Monitor and maintain job site, as well as Shop tool inventory whereby service technicians report loss or damage when repairs are required, when replacement is required
Continuously review the need for specialty tool items (i.e. gantry's, duct jacks, etc.)
Maintain Emergency Call Procedure
Maintain an employee 24hour on-call rotation
Maintain emergency escalation rotation
Maintain answering service dialog, reports, cost, and specialized customer requirement
Perform Field Inspections
To maintain quality control
To provide technical assistance
Sales, Billing, and Record-Keeping
Develops sales skills and techniques
Maintain repeat business with customers. "Pull through"
Maintain business units Days Sales Outstanding (DSO) to CES standards
Reviews and approves work orders for billing accuracy
Maintains Team P&L. Ensures work is performed on time and on budget
Maintains Compliments and letters of recommendation
File and maintain customer records for historical purposes