Service Manager

Midwest Mechanical • Westmont, IL

6h • Onsite

About The Position

Primary Role: Provide the leadership and direction necessary to: Deliver consistent, exceptional customer experience by meeting customer needs and commitments. Retain customers and build long-term customer relationships. Manage the on-time performance of all Agreement PM Inspections Work with all teams in the delivery of manpower for all the Service needs. Redeem the planned gross profit levels.

Requirements

• Sufficient and relevant HVAC experience.
• Experience leading a team.
• Experience negotiating.
• Experience quoting HVAC work.
• Basic outlook, excel and word knowledge.

Nice To Haves

• Field systems experience a plus.

Responsibilities

• Manage the on-time performance of all Agreement PM Inspections
• Work with all teams in the delivery of manpower for all the Service needs.
• Manage customer service, PM budgets, manpower, equipment, subcontracts, burden, warranty, and other associated areas to achieve the gross profit plan for the year.
• Lose no customer due to poor performance and/or poor communications.
• Conduct regular visits with customers.
• Immediately address any customer concern.
• Coordinate the involvement of other Midwest Mechanical personnel as required.
• Follow-up with written documentation Care Program, Customer Disputes, Collection Issues, etc. (Internal and external).
• Track your customer visits so you can assess the time spent in this area.
• Complete the start-up process on all new agreements.
• Manage on-time maintenance and open service calls.
• Monitor agreement gross profit performance.
• Take immediate action on agreements with poor gross profit performance.
• Recommend action to be taken upon poor agreement renewal.
• Participate in the weekly project meeting and work with the dedicated Service Project Team.
• Provide the hours and cost on new contract quotes to Maintenance Service Representatives and Project Sales Representatives.
• Supply the sales support required to obtain new customers and serve existing customers.
• Promote the generation of sales leads from field technicians.
• Review projects before quoting to customers.
• Maintain adequate, qualified field personnel to meet customer commitments with constant technical recruitment.
• Follow all pre-hire procedures, HR tests, and documentation prior to making any commitment to the candidate.
• Regularly review the field personnel to discuss their strengths and identify areas for them to develop.
• Establish and implement a training plan for field technicians.
• Maintain safety training with the field team.
• Recommend any compensation changes to the VP of Service Operations prior to committing them to the employee.
• Report monthly, during the team meeting, on the status of service operations.
• Report Weekly on care visits.
• Immediately notify the VP of Service Operations and Operations Manager of any important developments/situations.
• Provide the forecasts necessary for the annual planning process and the semi-annual review.
• Complete new agreement budget and tasking within two weeks of booking.
• Review Agreements monthly for any errors in tasking and correct them within two weeks.
• Plan manpower needs well in advance of needs.
• Manage the assigned service fleet.
• Control costs and continually look for methods/ways to reduce costs – gas/maintenance.
• Submit written recommendations on additions to the fleet and for replacements to the VP of Operations.
• Provide responsive customer service.
• Assist the Customer Service Representatives so they can: Answer service calls quickly and pleasantly, Gather all customer information proper scheduling and invoicing, Promptly schedule and effectively dispatch all service calls, Follow-up properly (i.e., parts ordering, etc.)
• Manage the paperwork flow so that all spot and extra billings are completed weekly, and all projects’ invoicing is completed according to the agreement.
• Contact all Full-Service Agreement Customers prior to sending any invoice for extra work.
• Document on the file copy of the invoice the person you spoke with for approval (first and last name) and the date of the conversation.
• Participate in any operational collection issues as needed.
• Provide appropriate training and directions to assure full utilization of the Mobile Tech, XOi, and Quick Quote systems to your field team.
• Demonstrate and promote a spirit of cooperation throughout Midwest Mechanical.
• Continually look for ways to improve your personal skills and performance.
• Review any appropriate training classes, etc., with the VP of Service Operations or General Manager for discussion and approval.
• Select an individual, prepare a written training plan, and begin the training process for him or her to take over your responsibilities.
• Train all new field personnel on Midwest Mechanical’s safety program.
• Support Midwest Mechanical safety manager policies & procedures.
• Participate in Safety meetings and audits.
• Provide the support to special projects team as needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed