Position Overview

The Service Manager is responsible for leading a team of Field Service Technicians in the region, including recruitment, hiring, mentoring, performance, and expense management. In order to support business needs, ensure projects are technically sound and oversee service depot operation, while providing outstanding service to our customers and technicians. Our field services help reduce refrigerant leaks, recover the maximum amount of refrigerant possible and help maximum operating performance and energy efficiency of chiller systems.

Roles and Responsibilities

• Effectively manages a team of remote support technicians across the region and develops employee skill levels, including customer service, process and technical skills to the highest degree possible.
• Overseeing the direction of projects, ensuring completion according to the client's requirements, as outlined in the sales proposal.
• Oversee the service coordination function for our remote services by ensuring Service Technicians’ training and skill level is appropriately balanced to service customers, and leverage resources across the region.
• Function as a regional manager for our services team, as well as be a member of our Services Leadership team focused on developing and deploying our strategies.
• Owns the team’s scheduling, dispatching and technician utilization.
• Positive outlook with the ability to motivate, influence, and train people.
• Evaluate technician headcount and training needs based on agreement base and growth expectations.
• Monitors, reports, and positively influences Key Performance Indicators (KPIs) with a focus on customer success and company profitability.
• Problem Solver
• Develops solutions to opportunities that occur throughout a project.

• Ensures the correct tools and materials are onsite for job success.

• Develops and maintains the team’s work schedules to maximize utilization.
• Documents progress reports for visibility along with any other required project documentation.
• Analyzes delivery and inventory issues and provides solutions for accuracy.
• Elevate the customer experience through identifying gaps in our delivery to customers and lead the team to timely solutions in resolving customer issues.
• Plans, directs, and coordinates the distribution of products in compliance with company goals and objectives.
• Allocates resources and planning based on performance achievements (KPIs) to ensure adequate resource allocation and drive future expansion as business needs dictate.
• Business Ownership
• Financial responsibility for the service region and its projects.
• Interpret monthly key performance metrics to evaluate performance and initiate countermeasure efforts when performance falls below target.
• Partners with the Regional Sales Management team to drive business growth and improve customer satisfaction, prioritizing service needs appropriately.
• Oversees PO’s, Invoices.
• Takes ownership of all customer orders regarding order accuracy and service performance.
• Maintains Warehouse housekeeping, safety, and equipment maintenance for optimal performance.
• Must have the ability (required documentation) to travel domestically via aircraft when needed.

Required Skills

• EPA 608 Universal Certification
• HazMat experience a plus
• Excellent communications skills needed to work with a wide variety of knowledge levels with customers of differing backgrounds and markets.
• Excellent organizational skills with the ability to manage multiple priorities.
• Professional communication skills with the ability to communicate with all levels of an organization.
• Ability to understand and navigate business needs within designated territory.
• Must thrive in a team environment with a strong code of personal ethics, leadership, and problem-solving skills.
• Self-motivated and driven to succeed
• Excellent technical, communication, and organizational skills
• Experience with a proven track record in customer satisfaction
• Ability and willingness to travel as required. 50+% travel expectations
• Clean and valid driver’s license, CDL Class B with HazMat Endorsement preferred
• DOT Medical Card
• Powered Industrial Truck (Forklift) Certification License is a plus
• Must be able to lift 50lbs
• Familiarity with common MS Office tools (MSOffice)

Required Education and Experience

• Bachelor Degree in related field or equivalent combination of education and experience
• 10+ years of service management experience with an understanding of service processes and procedures, leading teams in heavy HVAC/R industrial workplaces
• A minimum of 7 years of experience having led and managed a team is required
• Several years of field service experience for high-performance chillers.

Supervisory responsibilities (Yes or No)

Yes

Work environment (Office, Plant, Remote)

Remote

Physical demands

• Must be able to work outside in the weather-related elements
• A lot of time will be spent in the truck, driving
• This position entails very heavy work which requires exerting in excess of 100 pounds of force occasionally (possibly up to 350 pounds), and/or in excess of 75 pounds of force frequently, and/or in excess of 50 pounds of force constantly to move/lift objects
• While performing the duties of this job, the employee is regularly required to stand, sit, walk, use hands to finger, handle, or feel, reach with hands and arms, stoop, kneel, crouch or crawl, and talk or hear

Work authorization/security clearance requirements

Not eligible for visa sponsorship