Service Manager, Phoenix, AZ

Carrier•Phoenix, AZ

1d•$79,000 - $158,000

About The Position

Carrier Global Corporation is hiring a Service Manager to supervise a team of entry- to intermediate-level Field Service professionals or supervisors of Field Service Technicians. The role manages day-to-day priorities for resolving client issues, optimizes manpower and resources, responds to customer complaints, and escalates key issues to senior management. The Service Manager leads service operations and technician development, supports safe and productive work in shops and at customer sites, and helps improve KPI and financial performance. The role also builds customer relationships, resolves equipment and service concerns, and guides an experienced technical team toward established programs and objectives.

Requirements

High School Diploma or GED.
At least 3 years of experience working in the Commercial HVAC industry.
At least 3 years of experience managing or leading a team of technicians.
Able to climb ladders or use other lift equipment more than 8 feet above grade and lift items up to 50 pounds.
Valid and current driver’s license and insurability by the company’s insurance.

Nice To Haves

Bachelor's degree in Business Management or Engineering.
Experience growing a service agreement base and planned maintenance programs.
Working knowledge of commercial HVAC systems.
Technical aptitude, knowledge of local building codes, and resourcefulness in developing solutions with the tools available.
Strong computer skills, including MS Word, Excel, and Outlook, and ability to navigate Salesforce.com, ServiceMax, ERP, and other business applications.

Responsibilities

Champion Service & Optimization guidelines and best practices across the team.
Drive continuous improvement in KPI performance and field operations by identifying actions, completing tasks assigned in DMBs, and escalating blockers quickly.
Lead the team's participation in daily DMB meetings, prepared to discuss KPI progress and action plans for underperforming metrics.
Own environmental, health, and safety compliance for the service team and train employees to work safely and productively in the shop and on customer sites.
Review work orders and time reports for accuracy to support clean billing and accounts receivable.
Resolve warranty issues, product recalls, operational problems, premature failures, and other equipment concerns on products the company sells and services.
Keep communication flowing within the team so technicians are scheduled and dispatched according to skill level, efficiency, and training needs.
Recruit, interview, hire, and develop technicians to meet workload demands and company and customer expectations.
Meet with customers in the territory to strengthen satisfaction and retention and identify new service opportunities.
Lead and direct field technicians in equipment repair, maintenance, start-up, operation, and related work to deliver an outstanding customer experience.
Forecast, monitor, and report financial performance against plan.
Coordinate, prioritize, and resolve issues for a skilled, experienced technical team.
Guide a seasoned team toward established programs and objectives.
Build lasting customer relationships through regular contact and feedback.
Respond to key customer concerns and lead satisfaction investigations that result in clear improvement plans.

Benefits

Medical, dental, and vision coverage
Wellness incentives
Retirement benefits
Paid vacation days, up to 15 days
Paid sick days, up to 5 days
Paid personal leave, up to 5 days
Paid holidays, up to 13 days
Birth and adoption leave
Parental leave
Family and medical leave
Bereavement leave
Jury duty leave
Military leave
Purchased vacation
Short-term and long-term disability
Life insurance and Accidental Death and Dismemberment
Health Savings Account
Health Care Spending Account
Dependent Care Spending Account
Tuition assistance
The position may be entitled to short-term cash incentives, subject to plan requirements.