Residential Service Manager

About the position

The Residential Service Manager is responsible for a portion of the service-related field and administrative functions within the Residential Market Segment. The Service Manager is the team leader for the technicians, the field supervisor, the tech advisor, and the region's administrative person or person(s). They must build positive morale within the team; ensure department procedures are followed to ensure smooth and productive processes and resolve customer concerns and issues as quickly as possible. A wide degree of creativity and latitude is expected in accomplishing responsibilities. The Residential Service Manager is responsible for the financial contribution of their accounts and team, including reaching department targets for profitability and positive cash flow, managing receivables, and authorizing any invoicing adjustments within the team.

Responsibilities

• Providing daily leadership to technicians to exceed customer expectations.
• Drive to locations where team's and clients are located to troubleshoot, offer support, and ensure a great client and employee experience.
• Leading and directing the work of others to continue to achieve Service Standards.
• Train and lead the Field Supervisor to run their crews efficiently.
• Ensure all maintenance visits are completed on time and on or under budget.
• Identifying system and workflow improvements to enhance the team's efficiency.
• Review all region invoices for accuracy in margins and identify technician training opportunities.
• Work with Customer Service, Dispatchers, and other department managers to improve technician interaction with clients.
• Resolution of customer questions, complaints, and issues.
• Identify and estimate replacement sales for equipment on accounts under your responsibility.
• Manage accounts receivable within the Group and overall responsibility for the profitability and performance of the team.

Requirements

• Bachelor's degree or equivalent experience
• HVAC experience of the same kind (preferred)
• Customer service experience
• Service Titan experience (preferred)
• 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