Service Manager

Petro Home Services•Essex, MD

8d•$92,000 - $100,000

About The Position

The Service Manager directly manages Service and Dispatch staff, including interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; and addressing complaints and resolving problems. The role coordinates staff activities to achieve individual and team goals, maintains high standards of performance, and promotes the Company brand and a safe work environment. The Service Manager monitors Service Technicians’ skills and performance, enforces procedures for testing equipment and personal protective equipment, and supports customer service through technician ride-alongs, post-service call audits, survey reviews, and responses to customer inquiries and problems. The position also coordinates with other departments, attends Zone/District safety meetings, and stays current on industry technology developments. The role requires at least two years of management experience or assignments demonstrating leadership ability, strong HVAC technical and customer service skills, and the ability to manage effectively in a unionized workforce. A four-year college degree is preferred. The position pays a base salary of $92,000 to $100,000 per year, plus a car allowance and fuel card.

Requirements

Minimum of two years of management experience and/or assignments demonstrating leadership ability.
Strong HVAC technical skills and proven customer service skills.
Valid driver's license and ability to meet the company's motor vehicle policy.
Ability and willingness to work a flexible schedule as necessary to meet customer requirements.
Ability to effectively manage in a unionized workforce.
Understanding and execution of operational concepts, including planning, scheduling, and logistics.
Knowledge of preparing and managing a budget to facilitate operational success.
Excellent written and verbal communication skills.
Proficiency in Microsoft Office, including Word and Excel.
Knowledgeable and professional, with the ability to function in both a team environment and as a leader.
Highly detail-oriented and focused, with a flexible and adaptable nature.
Excellent interpersonal and active listening skills, and ability to interact effectively with customers and coworkers.

Nice To Haves

Four-year college degree preferred.

Responsibilities

Stay current on industry technological developments and convey relevant knowledge to team members.
Coordinate team member activities to consistently achieve individual and team goals and uphold high standards.
Conduct regular team meetings to review company policies and procedures, performance, quality, and safety statistics.
Interface effectively with other departments.
Monitor assigned Service Technicians’ skills and work performance through various reports.
Enforce procedures for use of testing equipment and recording results, manufacturer and Company instructions, and use of personal protective equipment; monitor safety and take corrective action as appropriate.
Ensure employees provide superior customer service; conduct ride-alongs with Service Technicians, routine post-service call audits, and reviews of third-party surveys with technicians.
Provide customer service support as needed, respond to customer inquiries and problems in a timely manner, and resolve excessive consumption problems.
Attend Zone/District safety meetings and promote a safe work environment.
Promote and support the Company brand.
Manage Service and Dispatch staff, including interviewing, hiring, training, assigning and directing work, appraising performance, rewarding and disciplining employees, and resolving complaints and problems.