Position Summary:
Our Service Managers lead passionate teams to deliver exceptional customer service by meeting client needs and commitments. They are responsible for the profitable execution of assigned maintenance agreements and emergency service deliverables with a strong focus on client retention. They also see that work is performed in compliance with legal requirements. Service Managers operate to the highest level of ethics and moral standards and will adhere to all company safety standards, as well as, follow consistent and repeatable management procedures and processes.
Service Managers manage the financial health of their business unit (maintain positive cash flow, achieve budgeted gross profit plans, contract escalation, and client retention) by maintaining an effective balance between employee morale, customer satisfaction, and financial results.
Primary Responsibilities:
Serve as a primary leader for the service operations team handling maintenance agreements and emergency service work.
- Manage a team of direct reports and provide leadership, training, career development, and guidance to this team. Responsible for HR aspects associated with team management including performance reviews, employee discipline, scheduled meetings, recruiting, hiring, training, and more. Continually work towards building a world class team of Service Technicians for the company.
- Consistent participation and review of schedule as needed with customer service / dispatch team.
- Analyze financial reports and schedules to proactively address potential customer or contract problems for assigned agreements. Effectively communicates progress, issues and financial status to management as required. Support the accounting team with billings and collections.
- Manage customer and contract risks and resolve disputes with minimal need for escalation.
- Maintain relationships with company subcontractors and vendor partners.
- Maintain tool inventory of direct reports.
- Support the sales team by assisting with site surveys, pricing, presentations, and the development of maintenance agreement scopes. Review/approve contract costs before agreements are presented to clients.
- Work with the customer service team to ensure that all maintenance agreements are properly tasked in WennSoft.
- Manage the contract renewal process by providing input and guidance around required scope or price changes for agreements.
- Resolve technical customer service issues for assigned contracts.
- Assist Service Operations Manager in cost control and management of service department burden expenses (ie: uniforms, tools, cell phones, fleet expenses, etc.)
- Ensure refrigerant recovery (including equipment) and tracking is done in compliance with company policies as well as local, state, and federal regulations.
Education and Training Requirements
The following qualifications along with individuals previous work experience will be considered by the company when evaluating applicants.
- Associates degree, technical focus (preferred)
- NC Mechanical License: H1, H2, H3 (or willingness to obtain)
- 15 years of hands-on commercial HVAC service work
- At least 3 years of service management experience in facilities and HVAC services (preferred)
- Professional image
- Demonstrated skills related to logistics, leadership, and management
- Ability to function in a variety of environments often characterized with high-tension and/or stress; Confidence to make decisions in the moment
- Very strong written and verbal communication skills
- Valid driver's license and ability to pass company background check
- Working knowledge with Microsoft 365 software
Other Personal Expectations:
Desire to Embrace ATFT's Core Values:
- Exhibit Integrity - We are honest, open, ethical, and fair in all of our interactions.
- Be Reliable - We are dependable, responsive, and accountable for our actions. Take ownership.
- Be Respectful - Treat individuals the way you want to be treated and property as if it is your own.
- Excellence - Be driven to be the best at what you do.
- Have a Great Attitude - Recognize that passion and personality matter. Be positive and solutions oriented.
- Quality Control - Demonstrate accuracy and thoroughness; attention to detail is a must along with reviewing own work to ensure quality.
- Safety and Security - Observe safety and security procedures and use equipment and materials properly.
Benefits Our Entire Team Enjoys:
- $ Competitive Pay $ based on qualifications and previous work experience.
- Annual bonus based upon annual salary
- Great Medical, Dental and Vision Benefits
- Medical/Dependent FSA
- Company Paid Employee Life & AD&D Policy
- Short and Long-term Disability + Other Supplemental Coverage Options
- 401(k) with Company Match
- Generous Paid Time Off Plan
- Company Vehicle with Fuel Card
- Company Paid Training Programs
- Modern Technology including Computer Equipment, Cell Phone, and more!
- Career Advancement Opportunities
A Culture that Values WORK LIFE BALANCE! After all, Most people chase success at work, thinking that will make them happy. The truth is that happiness at work will make you successful. ~ A. Kjerulf
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