Service Manager / Leader HVAC Division – Len the Plumber Heating & Air

JOIN OUR NEW HVAC TEAM - Baltimore, MD

If you are experienced in Residential Service and possess a positive and enthusiastic approach to customer service, we want to talk to you.

Come join our growing team! Guided by values of extraordinarily reliable, same-day service and strong customer relationships, and over 25 years have grown to become one of the leading residential & commercial plumbing companies in the Mid-Atlantic region.

We are a NEXSTAR company, very focused on great quality HVAC work and exceptional Customer Service!

Job Summary/Objective:

The HVAC Service Manager manages a team of HVAC Service Technicians in performing residential heating, cooling, and ventilation duties while delivering outstanding quality of work, great customer service experience, and expected company productivity and performance results The Service Manager will coach service technicians and drive the team to meet departmental budgets.

Essential Job Functions:

• Work closely with the HVAC Branch Manager to implement business strategies.
• Manage department through monitoring costs, overhead, and manpower to maintain desired Gross Profit Margins. Achieve budgeted gross margin goals on all residential HVAC service and repair jobs.
• Manage Service Technicians utilizing key metrics to drive the team to achieve company targets.
• Provide field coaching, role-playing and customer service training to Service Technicians following the Nexstar Service System process.
• Provide or schedule customized technical training to Service Technicians based on technical training proficiency and needs of each individual technician on the team.
• Recruit, retain, and train professional Service Technicians through traditional recruiting, referral, and networking efforts.
• Hold team accountable for their productivity performance (i.e. revenue, KPI’s per work order, close rate, customer satisfaction, etc.).
• Work closely with dispatchers in offering guidance in matching service calls to the right Service Technician based on technical proficiencies and key productivity metrics.
• Monitor performance of field technicians daily to achieve daily, weekly, and monthly sales performance goals.
• Manage team schedule to ensure appropriate coverage to meet ongoing customer demand
• Create and lead productive and high energy Service Tech meetings to cover relevant customer and training topics and develop technician teams appropriately.
• Manage the Service Technician payroll and payroll approval process.
• Provide digital tablet support and assistance when needed on Service Titan platform to field technicians Facilitate technician turn-in process while also ensuring proper detailing of tickets.
• Partner with operations team to ensure quarterly truck inventories are scheduled and administered while ensuring technicians are proficient in both warehouse and supply house inventory procedures Work with accounting team to address any accounts receivable issues.
• Coordinate with internal resources to ensure appropriate equipment rental, day labor, insurance inquiries, labor subcontracting, and other day to day operational needs are properly addressed.
• Manage any customer issues to full and timely resolution.
• Work closely with the HVAC Branch Manager to implement business strategies.
• Conduct site visits and one on one time with technicians in the field on a weekly basis for quality assurance, training purposes, and to ensure technician engagement.
• Attend Daily Huddle to:

• Determine actions needed to achieve daily/weekly/monthly goal
• Communicate areas of opportunity or strength to facilitate team and branch growth
• Report on the daily performance of the team on key metrics
• Present tracking data on field training and key initiatives

Other Job Functions:

• Maintain compliance with local, state, and federal regulations (understand and abide by compliance requirements for operations).
• Ensure safety best practices are followed in the field.

Qualifications/Abilities:

• Provide leadership, mentorship and coaching to a team of Service Technicians
• Ability to mobilize a team of professional Service Technicians to drive team and branch results
• Ability to provide great customer service
• Ability to work cross-functionally in a professional and courteous manner
• Ability to solve problems and develop appropriate action plan
• Ability to manage internal resources effectively and efficiently
• Ability to hold a team accountable for results
• Ability to train a technical workforce
• Excellent business acumen
• Excellent interpersonal and communication skills
• Excellent organizational and follow-through skills
• Good understanding of inventory management and logistics
• Ability to work extended hours, weekends and holidays

Working Conditions/Physical Demands:

• Work is generally performed in an office environment.
• Ability to lift and transport up to 50 lbs.
• Ability to travel to other locations, to training sessions and/or meetings, car or air travel.

EXPERIENCE/EDUCATION:

Minimum of 3 years of proven management and/or sales experience in the service industry Proven record in; Team Development; Sales/Operations; and Customer Service Intermediate proficiency in Microsoft Word, Excel and PowerPoint applications required

Disclaimer: The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.

EOE