Service Manager Houston, TX

Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.

Supervises a team of entry to intermediate level Field Service professionals or supervisors of Field Service Technicians. Manages day-to-day priorities in solving client issues received by the team. Optimizes manpower and resources, responds to complaints of customers, and escalates key issues to senior management.

Key Responsibilities

• Forecast, monitor, and document financial performance against plan and drive profitability of Repair jobs and maintenance agreements.
• Coordinates, prioritizes and resolves issues encountered by a more experienced team.
• Optimizes the usage of manpower, standard time, equipment and energy of more experienced team
• Escalates critical/complex issues that will impact the business
• Manages team according to established programs and objectives.
• Quality Issue Management
• 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

• 3+ years of field service lead
• 3+ years of experience in a customer facing role.
• High School diploma or GED
• Must have a valid Driver’s License

Preferred Qualifications

• Working knowledge and understanding of commercial HVAC systems
• Commercial service management experience
• 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