Manager, Field Operations

Service Experts•Columbus, OH

21h•Onsite

About The Position

Manages account relationship with National Account clients. Analyzes trends of spends and makes recommendations to clients to optimize their repair and maintenance spend, and maximize uptime for equipment. Review quotes from service providers to customers. Conduct strategic account review meetings with clients on total cost of ownership. Provide direction for CSR’s and sub-contractors to ensure we exceed customer expectations, meet contracted SLAs and commitments. Promptly address customer complaints to assure resolution and maintain long-term relationships. Provide technical direction and review of equipment tasking, repair proposals, and recommendations for unit repair and replacement. Interview/vetting and selection of new subcontractors. Monitor client territory coverage to ensure there are enough subcontractor coverage to meet client Service Level Agreements. Manages and participates in Subcontractor business reviews to ensure Client/Engineering Excellence expectations are being met. Work closely with clients/subcontractors & clients to ensure that we are meeting all performance standards and expectations, and are viewed as a strategic partner that understands their operating needs and requirements. Help prepare for and participate in customer meetings. Acquire a comprehensive understanding of the customer base and those customers’ requirements. Front line coverage when needed to help with assisting in client services and dispatching. Work closely with National Operations Manager to ensure success of daily operations. Maintain accurate records of the condition of equipment and other systems in the facilities. Create a schedule of regular evaluation of the facilities. Manages vendor relationships including proposals. Assumes on-call rotation with other Division staff. Monitors and reviews all service call/PM activity daily, weekly, monthly. Required travel approximately up to 10%. Other duties as assigned.

Requirements

Minimum of 5 years as an HVAC experience.
Ability to multi-task and prioritize work responsibilities.
Ability to work independently and to instruct others.
Must possess excellent interpersonal and organizational skills; able to maintain and protect confidential information.
Must be proficient with computers – including but not limited to Microsoft Word and Excel.
Must communicate effectively verbally and in writing with customers and service technicians.
Strong communication and relationship building skills

Responsibilities

Conduct strategic account review meetings with clients on total cost of ownership.
Provide direction for CSR’s and sub-contractors to ensure we exceed customer expectations, meet contracted SLAs and commitments.
Promptly address customer complaints to assure resolution and maintain long-term relationships.
Provide technical direction and review of equipment tasking, repair proposals, and recommendations for unit repair and replacement.
Interview/vetting and selection of new subcontractors.
Monitor client territory coverage to ensure there are enough subcontractor coverage to meet client Service Level Agreements.
Manages and participates in Subcontractor business reviews to ensure Client/Engineering Excellence expectations are being met.
Work closely with clients/subcontractors & clients to ensure that we are meeting all performance standards and expectations, and are viewed as a strategic partner that understands their operating needs and requirements.
Help prepare for and participate in customer meetings.
Acquire a comprehensive understanding of the customer base and those customers’ requirements.
Front line coverage when needed to help with assisting in client services and dispatching.
Work closely with National Operations Manager to ensure success of daily operations.
Maintain accurate records of the condition of equipment and other systems in the facilities.
Create a schedule of regular evaluation of the facilities.
Manages vendor relationships including proposals.
Assumes on-call rotation with other Division staff.
Monitors and reviews all service call/PM activity daily, weekly, monthly.