Residential Regional Service Manager

Encon Heating & AC • Stratford, CT

1d • Onsite

About The Position

The Residential Regional Service Manager is responsible for all service-related field and administrative functions within the South Central Residential Market Segment. The Service Manager is the team leader for the technicians, the field supervisors, and the team's Dispatcher. They must build positive morale within the team and ensure department procedures are followed to ensure smooth and productive processes. They should also help resolve customer concerns and issues as quickly as possible. The SM is responsible for the financial contribution of their team, including reaching regional targets for profitability, gross margin percentages, receivables, and invoicing review and adjustments. The Regional Manager will also have access to administrative support as needed.

In addition to the above, the Service Manager oversees daily activities and provides training and support to their team by:

Providing daily leadership to technicians to exceed customer expectations and provide an exceptional customer experience.
Work with the Dispatcher and CRMs to ensure all maintenance visits are completed on time and on or under budget.
Identifying system and workflow improvements to enhance the team's efficiency.
Relying on extensive experience and judgment to help technicians plan and accomplish goals.
Work with CRMs, Dispatchers, and other department managers to maintain/improve technician's interaction with the office
Lead and direct the work of others to continue to achieve our Service Standards.
Train and develop all aspects of Agreed Price offerings, options, and customer interactions by;
Performing 2 technician ride-alongs per week
Develop “next step” training for team members
Train on and develop accessory offerings
Train and lead the Field Supervisor to run their crews efficiently. Examples of these tasks could include;
Giving clients quotes in the field
Making good recommendations and being their "technical advisor."
Speak with the home "decision-makers" to get approval for work before leaving the site.
This position Must "Cover Down" on all the above responsibilities until a high degree of confidence is built in its ability to be done without interjection.
Maintenance quotations: Responsible for assisting the CRMs in pricing, performance, and profitability of service maintenance Agreements
Review all region invoices before sending to clients. These should be reviewed for accuracy in AP margins and to quickly identify training opportunities for their technicians.
Review all estimates outside the agreed price book before sending them to clients. Special attention should be given to ensure the best pricing and suggestions from their technicians are in line with an exceptional customer experience.
Also continue to use these estimates to help further develop the Pricebook offerings
A wide degree of creativity and latitude is expected.
This should be accomplished by consistent communication with the department head on "coaching and teaching" opportunities for all field employees.
Contributing to the development of customer support strategies and plans.
Work with all Company Production Teams to share field labor when necessary.
Recruit and retain new talent for the team.
Contribute to a Monthly Service Leadership meeting where you will report on your Regions KPI’s

Requirements

• Bachelor's degree or equivalent experience
• Customer service experience
• Service Titan experience
• Highly organized and goal-driven
• Strong computer skills (MS Office, Outlook, Word, and Excel)
• Strong interpersonal and conflict resolution skills, patience, and tact
• A positive demeanor, leadership ability, and general business acumen
• Valid driver's license
• Currently authorized to work in the United States on a full-time basis
• Must pass post-offer pre-employment drug testing

Nice To Haves

• HVAC experience of the same kind

Responsibilities

• Oversee all service-related field and administrative functions within the South Central Residential Market Segment.
• Act as team leader for technicians, field supervisors, and the dispatcher.
• Build positive morale within the team and ensure department procedures are followed.
• Resolve customer concerns and issues promptly.
• Manage the team's financial contribution, including regional targets for profitability, gross margin percentages, receivables, and invoicing.
• Provide daily leadership to technicians to exceed customer expectations.
• Collaborate with Dispatcher and CRMs to ensure maintenance visits are completed on time and within budget.
• Identify system and workflow improvements to enhance team efficiency.
• Assist technicians in planning and accomplishing goals.
• Improve technician interaction with the office in coordination with CRMs, Dispatchers, and other department managers.
• Lead and direct work to achieve Service Standards.
• Train and develop team members on Agreed Price offerings, options, and customer interactions.
• Perform two technician ride-alongs per week.
• Develop "next step" training for team members.
• Train on and develop accessory offerings.
• Train and lead the Field Supervisor to run their crews efficiently.
• Assist CRMs in pricing, performance, and profitability of service maintenance agreements.
• Review all region invoices for accuracy and identify technician training opportunities.
• Review all estimates outside the agreed price book for accuracy and to ensure exceptional customer experience.
• Use estimates to develop Pricebook offerings.
• Communicate with the department head on coaching and teaching opportunities for field employees.
• Contribute to the development of customer support strategies and plans.
• Work with Company Production Teams to share field labor when necessary.
• Recruit and retain new talent for the team.
• Contribute to Monthly Service Leadership meetings by reporting on Region KPIs.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager