Job Description

About this role

Carrier Commercial Service has an opening for an experienced HVAC Commercial Service Manager for our Portsmouth, VA location. This position has profit and loss responsibility for a multi-million dollar service branch and is responsible for growing the market share of the Carrier Commercial Service business. The Service Manager will lead field technicians and operations professionals to efficiently execute planned maintenance, repair, overhaul, and installation projects in an effort to exceed the expectations of our customers and meet revenue and margin targets.

The ideal candidate should have a strong understanding of the commercial air conditioning business including but not limited to relationship management, talent development, field operations, and safety.

Key Responsibilities

• Responsible for ensuring Service & Optimization guidelines & best practices are followed.

• Proactively identifying actions, performing offline tasks assigned in DMBs, and escalating any blockers to ensure consistent improvement in KPI performance and field operations in general.

• Service Manager is responsible for joining DMB meetings daily and being prepared to discuss progress on relevant KPIs and actions to improve underperforming KPIs.

• Ensure environmental, health and safety compliance within service team. Provide training to all employees to ensure a safe and productive work environment both in the shop and at customer sites.

• Review work orders, invoices, and time reports for accuracy and to ensure efficient management of accounts receivable.

• Resolve warranty issues, product recall notices, operational problems with products, premature failures, and other issues as they apply to products and equipment sold and serviced by the company.

• Communicate regularly within the team to ensure that personnel are being scheduled and dispatched properly by skill level, efficiency, and training requirements.

• Recruit, interview, hire and train technicians as required to meet workload demands, and company or customer expectations and requirements.

• Meet with customers in the service territory to ensure satisfaction and retention as well as prospects for additional service opportunities.

• Supervise and direct field technicians to effectively perform the functions of equipment repair, maintenance, start-up, operation, and other duties as required to ensure customer satisfaction.

• Forecast, monitor, and document financial performance against plan.

• Coordinates, prioritizes and resolves issues encountered by a more experienced team.

• Manages more experienced team according to established programs and objectives.

• Contacts customer, collects feedback, and establishes and maintains good relationship with customers.

• Responds to key customer complaints and carries out customer satisfaction investigations to ensure establishment of appropriate improvement plans.

Required Qualifications

• 5+ years of experience in the Commercial HVAC industry

• 5+ years of experience managing/leading a team of technicians

• High School diploma or GED

• Must have a valid Driver’s License

Preferred Qualifications

• Bachelor's degree in Business Management, Engineering preferred.

• Working knowledge and understanding of commercial HVAC systems.

• 2+ years of service management experience Commercial HVAC industry.

• Technical aptitude with knowledge of local building codes and an ability to use resources at hand to develop solutions.

• Good computer skills: knowledge of and proficiency in common office applications such as MS Word, Excel, Outlook and ability to navigate SalesForce.com, ServiceMax, ERP, and other business applications.