Service Manager

Hudson Technologies Inc

19h • Remote

About The Position

The Service Manager is responsible for leading a team of Field Service Technicians in the region, including recruitment, hiring, mentoring, performance, and expense management. In order to support business needs, ensure projects are technically sound and oversee service depot operation, while providing outstanding service to our customers and technicians. Our field services help reduce refrigerant leaks, recover the maximum amount of refrigerant possible and help maximum operating performance and energy efficiency of chiller systems.

Requirements

• EPA 608 Universal Certification
• Excellent communications skills needed to work with a wide variety of knowledge levels with customers of differing backgrounds and markets.
• Excellent organizational skills with the ability to manage multiple priorities.
• Professional communication skills with the ability to communicate with all levels of an organization.
• Ability to understand and navigate business needs within designated territory.
• Must thrive in a team environment with a strong code of personal ethics, leadership, and problem-solving skills.
• Self-motivated and driven to succeed
• Excellent technical, communication, and organizational skills
• Experience with a proven track record in customer satisfaction
• Ability and willingness to travel as required. 50+% travel expectations
• Clean and valid driver’s license, CDL Class B with HazMat Endorsement preferred
• DOT Medical Card
• Familiarity with common MS Office tools (MSOffice)
• Bachelor Degree in related field or equivalent combination of education and experience
• 10+ years of service management experience with an understanding of service processes and procedures, leading teams in heavy HVAC/R industrial workplaces
• A minimum of 7 years of experience having led and managed a team is required
• Several years of field service experience for high-performance chillers.

Nice To Haves

• HazMat experience a plus
• Powered Industrial Truck (Forklift) Certification License is a plus

Responsibilities

• Effectively manages a team of remote support technicians across the region and develops employee skill levels, including customer service, process and technical skills to the highest degree possible.
• Overseeing the direction of projects, ensuring completion according to the client's requirements, as outlined in the sales proposal.
• Oversee the service coordination function for our remote services by ensuring Service Technicians’ training and skill level is appropriately balanced to service customers, and leverage resources across the region.
• Function as a regional manager for our services team, as well as be a member of our Services Leadership team focused on developing and deploying our strategies.
• Owns the team’s scheduling, dispatching and technician utilization.
• Monitors, reports, and positively influences Key Performance Indicators (KPIs) with a focus on customer success and company profitability.
• Develops solutions to opportunities that occur throughout a project.
• Ensures the correct tools and materials are onsite for job success.
• Develops and maintains the team’s work schedules to maximize utilization.
• Documents progress reports for visibility along with any other required project documentation.
• Analyzes delivery and inventory issues and provides solutions for accuracy.
• Elevate the customer experience through identifying gaps in our delivery to customers and lead the team to timely solutions in resolving customer issues.
• Plans, directs, and coordinates the distribution of products in compliance with company goals and objectives.
• Allocates resources and planning based on performance achievements (KPIs) to ensure adequate resource allocation and drive future expansion as business needs dictate.
• Financial responsibility for the service region and its projects.
• Interpret monthly key performance metrics to evaluate performance and initiate countermeasure efforts when performance falls below target.
• Partners with the Regional Sales Management team to drive business growth and improve customer satisfaction, prioritizing service needs appropriately.
• Oversees PO’s, Invoices.
• Takes ownership of all customer orders regarding order accuracy and service performance.
• Maintains Warehouse housekeeping, safety, and equipment maintenance for optimal performance.

What This Job Offers

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