Job Description

The Service Manager is responsible for ensuring that customer needs are met while implementing the policies and procedures of One Hour Heating & Air Conditioning®. The Service Manager manages, guides, and sets profit margin and service expectations for all Service supervisors and Service field staff while ensuring the safe and efficient delivery of HVAC services and products.

Responsibilities

• Develop and implement best operational practices while continually focusing on continuous improvement and process enhancements to achieve budgeted gross margins.
• Oversee Service Department spend to include labor, inventory, and fleet.
• Be responsible for facilities management, service training, inspections, maintenance, and repair to ensure protection of company assets.
• Oversee safety compliance to include employee training, safety tracking, and employee compliance assessments.
• Ensure incident investigations are completed properly and corrective actions are implemented when necessary for Service Department.
• Ensure the Service Department adheres to OSHA safety standards and team members are always safety conscious.
• Work with the Service team to ensure the functional requirements of the tenants of the Health, Safety, and Environmental program are completed and the resources necessary for completion are available.
• Maintain compliance of licensing, permitting, and code requirements.
• Manage and develop service supervisors to include recruiting, hiring, termination, discipline, scheduling, setting work priorities, conducting meetings, evaluating performance, and directing work assignments maximize production.
• Evaluate workloads and personnel schedules to maximize efficiency in achieving profit and customer satisfaction objectives.
• Maintain training of field personnel on systems, tools, and procedures utilizing in-house training, ride-alongs, Success Academy®, webinars, and online training programs.
• Provide coaching, feedback, and ongoing technical and communication training to all subordinates to increase performance aimed at reaching GM%.
• Review service paperwork and ensure all field personnel adhere to procedural standards of reporting and documentation.
• Conduct job site surveys (STOPs), field personnel ride-alongs, and work evaluations.
• Assist the dispatching operation in ensuring appropriate technician selection for the type of service.
• Ensure accurate documentation of dispatch, arrival, and completion times.
• Participate in all company-sponsored training classes.
• Effectively manage conflict resolution with clients through clear communication, addressing all concerns, questions, or problems expediently.
• Weekly communication with HR in regards to hiring and manpower planning for Service Department.
• Maintain a professional image at all times by wearing only company-approved and provided One Hour apparel, following safety policies and procedures, and abiding by ALL One Hour standards of performance and code of ethics.
• Maintain a courteous demeanor with all customers and associates.
• Maintain company vehicle, ensuring cleanliness and organization, both inside and out.

Qualifications

• High school diploma or GED.
• Associate degree in a related field preferred.
• EPA and NATE certification required.
• Must have a minimum of 6 years of verifiable managerial, technical, and sales experience in HVAC or related field.
• Knowledge of the fundamental of operational functionality of residential and light commercial heating, air conditioning, and ventilation equipment.
• Knowledge of the layout, installation, and service requirements for residential and light commercial HVAC.
• Must have comprehensive knowledge of current HVAC products.
• Consistent track record of meeting/exceeding annual revenue goals.
• Ability to understand effects of economic, financial, and market conditions on the business.
• Excellent negotiation, communication, and presentation skills.
• Knowledge of local codes and permitting requirements.
• Computer proficiency to include Microsoft Word and Excel.
• Large group office management experience.
• Availability to travel locally and work extended hours to include day and/or evening shifts.
• Valid driver’s license and a clean driving record.
• Ability to pass a background check and drug screen.

Physical Requirements

• Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
• Ability to work outdoors, in extreme temperatures, wet/humid environments, and/or with vibration
• Working with mechanical and chemical hazards and conditions including fumes, odors, dusts, gases, and/or poor ventilation
• Ability to climb, talk, crouch, stand, balance, reach, grasp, pull, lift, see, hear, and operate tools and vehicles